Satisfacción de los usuarios de un laboratorio clínico en un hospital de alta complejidad del norte de Perú, diciembre del 2021

Abstract

Introduction: Satisfaction is considered a valid and key indicator of quality in medical care, which describessubjective dimensions of the patient's experience and whose relevance has increased over time. Objective:To evaluate the satisfaction of users of a clinical laboratory in a high complexity hospital in northern Peruduring December 2021. Methodology: Descriptive, prospective cross-sectional study; instrument: aSERQUAL model adapted by Yamil Adrián Guarín was used for use in clinical laboratories, which consisted of20 items for perceptions and 20 items for expectations, each item had a value between 1 and 7. It wasconsidered that there was satisfaction if the difference between perceptions and expectations was equal to orgreater than zero Results: A total of 384 patients were surveyed, 49.08% were women; 60.9% had highertechnical training, and 13.54% secondary education. A satisfied percentage of 55.99% was obtained in thetangibility dimension, while the satisfaction percentage was 59.64, 56.25, 53.39 and 59.38% in the reliability,responsiveness, security and empathy dimensions, respectively. Conclusions: The satisfaction of clinicallaboratory users fluctuated between 50 and 60%, slightly lower than what is recommended by the Ministry ofHealth.