Nivel de satisfacción de los usuarios externos que acuden al servicio de laboratorio clínico del Hospital de Especialidades Básicas la Noria, Trujillo-Perú, noviembre 2022.
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Date
2023
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Universidad Nacional de Trujillo
Abstract
La satisfacción del usuario es un indicador de calidad en las diferentes dimensiones que conforman la atención sanitaria. Se determinó la satisfacción de los usuarios externos en función al servicio dado por el laboratorio clínico del Hospital de Especialidades Básicas La Noria (HEBLN) en noviembre de 2022. Se utilizó la técnica de encuesta y la metodología SERVQUAL modificada para servicios de salud, que mide la satisfacción por medio de percepciones y expectativas, esta metodología lo conforma cinco dimensiones que permite medir la satisfacción del usuario: “empatía, capacidad de respuesta, fiabilidad, seguridad y aspectos tangibles”. Se calculó el índice de calidad de servicio, se observaron valores positivos para las dimensiones de aspectos tangibles 6.64, fiabilidad 9.43, capacidad de respuesta 18.37 y seguridad 1.33, se obtuvo un valor negativo para la dimensión de empatía -3.87. Se determinó el porcentaje de satisfacción para cada dimensión de calidad. Para la dimensión de aspectos tangibles, se encontró que el 78% de los encuestados se encuentran satisfechos. En la dimensión de fiabilidad, el 83%. En la dimensión de capacidad de respuesta, un 94%. Respecto a la dimensión de seguridad, el porcentaje de satisfacción fue del 75.95%. El menor porcentaje de satisfacción se registró en la dimensión de empatía, con un 64%. En relación a la insatisfacción la empatía presenta un mayor porcentaje con un 36%. Se concluye que los usuarios externos expresan satisfacción en todas las dimensiones evaluadas, con un porcentaje superior al 60%. Además, la dimensión empatía tuvo el porcentaje más alto de insatisfacción.
User satisfaction is an indicator of quality in the different dimensions that make up health care. The satisfaction of external users with respect to the service provided by the clinical laboratory of “ Hospital de Especialidades Básicas La Noria”(HEBLN) in November 2022 was determined. The survey technique was used and the modified SERVQUAL methodology for health services, which measures satisfaction through customer expectations and perceptions, this methodology groups five dimensions to measure user satisfaction: tangible aspects, reliability, responsiveness, safety and empathy. The service quality index was calculated; positive values were observed for the dimensions of tangible aspects 6.64, reliability 9.43, responsiveness 18.37 and safety 1.33; a negative value was obtained for the empathy dimension -3.87. The percentage of satisfaction was determined for each quality dimension. For the tangible aspects dimension, 78% of the respondents were found to be satisfied. For the reliability dimension, 83%. For the responsiveness dimension, 94%. Regarding the security dimension, the percentage of satisfaction was 75.95%. The lowest percentage of satisfaction was recorded in the empathy dimension, with 64%. In relation to dissatisfaction, empathy presented a higher percentage with 36%. It is concluded that external users express satisfaction in all the dimensions evaluated, with a percentage higher than 60%. In addition, the empathy dimension registered the highest percentage of dissatisfaction
User satisfaction is an indicator of quality in the different dimensions that make up health care. The satisfaction of external users with respect to the service provided by the clinical laboratory of “ Hospital de Especialidades Básicas La Noria”(HEBLN) in November 2022 was determined. The survey technique was used and the modified SERVQUAL methodology for health services, which measures satisfaction through customer expectations and perceptions, this methodology groups five dimensions to measure user satisfaction: tangible aspects, reliability, responsiveness, safety and empathy. The service quality index was calculated; positive values were observed for the dimensions of tangible aspects 6.64, reliability 9.43, responsiveness 18.37 and safety 1.33; a negative value was obtained for the empathy dimension -3.87. The percentage of satisfaction was determined for each quality dimension. For the tangible aspects dimension, 78% of the respondents were found to be satisfied. For the reliability dimension, 83%. For the responsiveness dimension, 94%. Regarding the security dimension, the percentage of satisfaction was 75.95%. The lowest percentage of satisfaction was recorded in the empathy dimension, with 64%. In relation to dissatisfaction, empathy presented a higher percentage with 36%. It is concluded that external users express satisfaction in all the dimensions evaluated, with a percentage higher than 60%. In addition, the empathy dimension registered the highest percentage of dissatisfaction
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NATURAL SCIENCES