La satisfacción de los usuarios afiliados al sistema de salud en la ciudad de Ibagué, Colombia
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Universidad Santo Tomás seccional Bucaramanga
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Este artículo presenta un análisis sobre la percepción de los usuarios de los servicios de salud en Ibagué, Colombia. El marco teórico se basa en la teoría de sistemas y postulados sobre calidad y servicio. El estudio es descriptivo con enfoque cuantitativo. La población está constituida por los afiliados al sistema de salud en la ciudad y la muestra corresponde a 384 usuarios. El nivel de confianza para la muestra es del 95% y el margen de error es del 5%. La información primaria se obtiene a través de una encuesta que contiene 5 variables: comunicación, oportunidad, profesionalismo, infraestructura y eficiencia. Los resultados muestran que el 44.5% de los usuarios están satisfechos con los servicios de salud y el 29% no están satisfechos. Finalmente, se concluye que las principales fallas que los usuarios perciben están en comunicación, infraestructura, humanización y tiempo de espera.
This paper presents an analysis on the perception of health service users in Ibague, Colombia. The theoretical framework is built based on the theory of systems and postulates about quality and service. The study is descriptive with quantitative approach. The population is constituted up of all members of the health system in the city and the sample corresponds to 384 users. The level of confidence for the sample is 95% and the margin of error is 5%. The primary information is obtained through a survey that contains 5 variables: communication, opportunity, professionalism, infrastructure and efficiency. The results show that 44.5% of users are satisfied with health services and 29% are dissatisfied. Finally, it is concludes that the main failures that users perceive are in communication, infrastructure, humanization and waiting time.
This paper presents an analysis on the perception of health service users in Ibague, Colombia. The theoretical framework is built based on the theory of systems and postulates about quality and service. The study is descriptive with quantitative approach. The population is constituted up of all members of the health system in the city and the sample corresponds to 384 users. The level of confidence for the sample is 95% and the margin of error is 5%. The primary information is obtained through a survey that contains 5 variables: communication, opportunity, professionalism, infrastructure and efficiency. The results show that 44.5% of users are satisfied with health services and 29% are dissatisfied. Finally, it is concludes that the main failures that users perceive are in communication, infrastructure, humanization and waiting time.
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Calidad de la atención médica, gestión de servicios de salud, humanización del servicio de salud, satisfacción de los usuarios, sistema de salud colombiano, Quality of health care, health services management, humanization of health service, users’ satisfaction, health system colombian
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Derechos de autor 2020 Revista Lebret