Satisfacción y calidad percibida de los servicios prestados por el Hospital San Francisco de Villa de Leyva.

Abstract

Quality can be defined as the set of characteristics of a good or service that manages to satisfy the needs and expectations of the user or client and that is generally accepted in the field of health services. Quality has two main dimensions: the first is related to technical quality, which seeks that providers guarantee the safety, effectiveness and usefulness of actions in favor of health, as well as timely, effective and safe care for users. of the services; and the second related to the perception that users have of the services received.

The present article aims to analyze the perceived quality of the services provided by the San Francisco Hospital of the city of Villa de Leyva Boyacá; understanding that as a health service provider, as a fundamental right that includes timely, acceptable and affordable access to health care services of sufficient quality to the community.

The methodology applied for the research was descriptive, where by means of a virtual survey, it was asked about the perceived quality of the services provided by the San Francisco Hospital of the city of Villa de Leyva (general medical consultation, laboratory, pharmacy, rays X, physiotherapy, emergencies, hospitalization and delivery care with a general practitioner), to which 40 users responded, equivalent to a sample of 10%, where the weekly average of attended is 400 attended according to the medical center.

With the current circumstances it was evident that the situation of the health sector not only in Villa de Leyva but also at the national level is deficient and the perception of the quality of the service of the users year after year has been worsening due to different factors; from the human quality of the administrative staff such as doctors of the entities, the delay in scheduling appointments, the waiting time to attend to them, lack of prescription drugs, deficient facilities and equipment, etc.

As a result, it is found that 68.9% of the respondents show a perception between regular and very bad, a situation for which the hospital management, administrative team and missionary staff must carry out improvement plans in order to achieve continuous progress in the provision services and the possibility of opening new specialties within the Municipal State Social Enterprise.