“Expectativa y satisfacción de los pacientes atendidos en el servicio de farmacia del Centro de Salud Magdalena – Cajamarca, 2019”
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Date
2022
Authors
Diaz Idrogo, Ethel Dianira
Journal Title
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Volume Title
Publisher
Universidad Nacional de Trujillo
Abstract
El presente trabajo de investigación titulado “Expectativa y Satisfacción de los pacientes
atendidos en el Servicio de Farmacia del Centro de Salud Magdalena, Cajamarca, 2019”,
tuvo como objetivo principal determinar la relación entre nivel de expectativas y satisfacción
de los pacientes atendidos en el Servicio de Farmacia del Centro de Salud Magdalena,
Cajamarca en el año 2019. Se llevó a cabo un estudio de tipo descriptivo, observacional y
descriptivo correlacional. La población de estudio se encontró constituida por 187 pacientes,
y se les aplicó los cuestionarios del Modelo SERVQUAL estructurado con 29 preguntas
cerradas tipo escala de Likert, para la satisfacción y 14 preguntas cerradas para el
cuestionario de expectativa con opciones de respuesta de 1 a 5, haciendo uso de la técnica
de encuesta. Para el análisis estadístico, se obtuvo el promedio del puntaje logrado y se
determinaron el nivel de acuerdo a los valores siguientes: satisfacción regular (3.7%),
satisfacción buena (67.4%) y satisfacción excelente (23.5%); del mismo modo el puntaje
logrado para el nivel de expectativa fue: expectativa baja (1.1%), expectativa regular
(70.6%) y expectativa buena (28.3%). Conclusiones: Los pacientes atendidos en el servicio
de farmacia del centro de salud Magdalena presentan en promedio un nivel de satisfacción
alta de la atención recibida (90.9%), sin embargo, el nivel de expectativa es regular con un
70.6%. También se confirma que las expectativas y la satisfacción de los pacientes muestran
una correlación directa y significativa con coeficiente de Spearman de (61.6%).
The present research work entitled “Expectation and Satisfaction of the patients attended in the Pharmacy Service of the Magdalena Health Center - Cajamarca, 2019”, had as main objective to determine the relationship between the level of expectations and the satisfaction of the patients treated in the Pharmacy Service of the Magdalena Health Center, Cajamarca in the year 2019. A descriptive, observational and observational study was carried out. descriptive correlational. The study population was constituted by 187 patients, and the structured SERVQUAL Model questionnaires were applied with 29 closed questions like Likert scale, for Satisfaction and 14 closed questions for the Expectation questionnaire with answer options from 1 to 5, using the survey technique. For the statistical analysis, the average score was obtained and the level was determined according to the following values: regular satisfaction (3.7%), good satisfaction (67.4%) and excellent satisfaction (23.5%); Similarly, the score achieved for the level of expectation was: low expectation (1.1%), regular expectation (70.6%) and good expectation (28.3%). Conclusions: The patients treated in the pharmacy service of the Magdalena health center have a high level of satisfaction of the care received on average (90.9%), however the level of expectation is regular with 70.6%. It was also confirmed that patient expectations and satisfaction showed a direct and significant correlation with the Spearman coefficient of (61.6%).
The present research work entitled “Expectation and Satisfaction of the patients attended in the Pharmacy Service of the Magdalena Health Center - Cajamarca, 2019”, had as main objective to determine the relationship between the level of expectations and the satisfaction of the patients treated in the Pharmacy Service of the Magdalena Health Center, Cajamarca in the year 2019. A descriptive, observational and observational study was carried out. descriptive correlational. The study population was constituted by 187 patients, and the structured SERVQUAL Model questionnaires were applied with 29 closed questions like Likert scale, for Satisfaction and 14 closed questions for the Expectation questionnaire with answer options from 1 to 5, using the survey technique. For the statistical analysis, the average score was obtained and the level was determined according to the following values: regular satisfaction (3.7%), good satisfaction (67.4%) and excellent satisfaction (23.5%); Similarly, the score achieved for the level of expectation was: low expectation (1.1%), regular expectation (70.6%) and good expectation (28.3%). Conclusions: The patients treated in the pharmacy service of the Magdalena health center have a high level of satisfaction of the care received on average (90.9%), however the level of expectation is regular with 70.6%. It was also confirmed that patient expectations and satisfaction showed a direct and significant correlation with the Spearman coefficient of (61.6%).
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Keywords
Expectativas, Satisfacción, Pacientes, Correlación