Modelación Multivariada de la Satisfacción de Usuarios de Salud Primaria como Influencia del Pensamiento de Diseño (Design Thinking)

Abstract

The objective of the work is to develop a multivariate model that allows analyzing the influence of design thinking on the satisfaction of the users of municipal family health centers (CESFAM), in the city of La Serena, Chile. A relational model was constructed by applying a survey to 361 workers. The analysis of the model used methods of structural equations, based on partial least squares. It was determined that the attitude of the managers, the organizational participation and the formal processes of innovation, explain directly and positively the design thinking in a 64.1%. The efficiency and effectiveness of the processes, and the influence of design thinking in them, manage to explain user satisfaction by 69.7%. In conclusion, the CESFAM should focus on installing the methodology of design thinking, through managers that promote organizational participation, also integrating its users and focusing on the formalization of innovative processes.