Satisfaction of the External Client with the Provision of Health Services in the Emergency Area of a First Level Hospital of Complexity

Abstract

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.