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

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.


Zamora SAM, Calderon MEG and Espitia OLP

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