Evaluación de la gestión de calidad de los servicios de salud que se ofrecen en el Centro del Pulmón de la ciudad de Santo Domingo de los Tsáchilas en el periodo enero junio 2021

Abstract

Abstract: Background: Quality is defined as: "set of characteristics of a service that gives it the ability to satisfy user needs" (ASQ, 2021).Objective: To evaluate the quality of the health services provided in the Lung Center in the city of Santo Domingo de los Tsáchilas.Methodology: used the deductive method with a quantitative approach. The sample was 235 including patients and companions. The data collection instruments were the SERVQUAL survey and a service accessibility survey.Results: the general average showed a higher level of satisfaction in two dimensions: empathy with a value of 0.8775 and response with a value equal to 0.8725. The tangible dimension presented a lower level of satisfaction with a value of 0.705.Conclusions: user satisfaction in the five dimensions evaluated was positive, they are very satisfied with the quality of services provided by the Lung Center, and whether there is easy accessibility to the health service.