%0 Journal Article
%T Satisfaction of the External Client with the Provision of Health Services in the Emergency Area of a First Level Hospital of Complexity | Insight Medical Publishing
%A Calder¨®n MEG
%A Espitia OLP
%A Zamora SAM
%J Impact Factor: 0.2*; ICV 2016: 84.60
%D 2018
%R 10.21767/1989-5216.1000280
%X Introduction: The satisfaction of users of health services is an issue that has been awakening a growing interest among the administrators of institutions that provide such services. Objective: To identify the degree of satisfaction of the external client with the provision of health services in the emergency area of a first level hospital in Cundinamarca in order to generate and implement strategies to improve quality for the benefit of the community and the institution itself. Methodology: The method used was an observational descriptive study of cross section and qualitative nature, with data collection through the SERVQUAL survey. Results: The results obtained show the satisfaction of the users based on their perception of the quality of the service received, mainly with the dimension of reliability and empathy with 84.63% and 84.15% respectively. The satisfaction in relation to response capacity, security and tangible elements is 61.41%, 79.26% and 80.15% respectively. Conclusion: Patient satisfaction overall with the provision of health services in the emergency area of the institution where the study was developed is 77.92%. It is recommended to initiate continuous improvement actions, especially in terms of response capacity, such as review of staff availability in case of contingencies or increase in the usual volume of patients.
%U http://www.archivesofmedicine.com/medicine/satisfaction-of-the-external-client-with-the-provision-of-health-services-in-the-emergency-area-of-a-first-level-hospital-of-compl.php?aid=23057