Calidad de atención y satisfacción del usuario en el centro de salud Moraspungo 2021.
The purpose of this research is to provide quality care to the patient since, at the time of care, the health personnel cannot cope, thus causing dissatisfaction to the user; the general objective is to determine the quality of care and satisfaction of the user, to patients in the health center of M...
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| Tipo de recurso: | tesis de maestría |
| Estado: | Versión publicada |
| Fecha de publicación: | 2024 |
| País: | Ecuador |
| Institución: | Universidad Nacional de Chimborazo |
| Repositorio: | Repositorio Universidad Nacional de Chimborazo |
| Idioma: | español |
| OAI Identifier: | oai:localhost:51000/12559 |
| Acceso en línea: | http://dspace.unach.edu.ec/handle/51000/12559 |
| Access Level: | acceso abierto |
| Palabra clave: | Calidad de servicio servqual expectativa percepción satisfacción |
| Sumario: | The purpose of this research is to provide quality care to the patient since, at the time of care, the health personnel cannot cope, thus causing dissatisfaction to the user; the general objective is to determine the quality of care and satisfaction of the user, to patients in the health center of Moraspungo, The methodology was qualitative and quantitative, non-experimental cross- sectional, documentary and field and at the level of descriptive research. The survey technique was used for data collection, and the questionnaire was used as an instrument for data collection. In this case, the SERVQUAL methodology was applied, which is a questionnaire of 21 questions, consisting of two elements that are expectations and perception and five dimensions that are tangibility, reliability, sensitivity, security and empathy, which once the statistical method has been carried out, the population sample is of 353 users and once the results have been obtained, It can be evidenced that the perception of the users did not meet the expectations that the users had about the Moraspungo health center, that is to say that most of them are not satisfied with the medical care provided in the health center, for this reason a proposal is developed to improve the quality of care, and at the same time reduce the problems that have been arising inside this health center, the proposal is based on the implementation of the SERVQUAL model, information training, implementation of a rural doctor and the application of the Manchester triage system, in order that the proposal is executed and generates solutions that would result in the improvement of quality care by health personnel towards patients and the satisfaction of the user who comes to the Moraspungo health center. |
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