Calidad de la atención percibida por los pacientes en un centro de diagnóstico y laboratorio de la ciudad de Loja, durante el 2026

Abstract

Abstract: Perceived quality of care is a key indicator of continuous improvement in health services. This study aimed to determine the perceived quality of care among patients attending a diagnostic imaging and laboratory center in Loja in 2026. A quantitative, observational, descriptive, cross-sectional study was conducted with 73 participants. Data were collected using a sociodemographic form and the 22-item SERVPERF questionnaire, which assesses five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The mean age was 40.85 ± 13.85 years; most participants were women, lived in urban areas, and had completed tertiary education. The mean overall perceived quality score was 4.69 ± 0.32, corresponding to a very high level. Empathy was the highest-rated dimension, whereas reliability had the lowest relative score. Care was perceived favorably; however, opportunities for improvement were identified in privacy, informed consent, and service comfort. These findings support the implementation of a service-strengthening proposal focused on user-centered care and continuous quality monitoring.