Calidad de atención percibida por los pacientes de consultorio externo del Instituto Regional Oftalmológico de La Libertad

• Autor: Zavala Vásquez, Cinthia Liliana
• Formato: tesis de grado
• Fecha de Publicación: 2011
• Institución: Universidad Nacional de Trujillo
• Repositorio: UNITRU-Tesis
• Lenguaje: español
• OAI Identifier: oai:dspace.unitru.edu.pe:20.500.14414/9976
• Enlace del recurso: https://hdl.handle.net/20.500.14414/9976
• Nivel de acceso: acceso abierto
• Materia: Percepción, Dimensiones de calidad, Calidad

This study's main objective was to determine the level of the quality of outpatient care received by patients attending the Regional Institute of Ophthalmology in La Libertad, April 2010, the investigation was based on a descriptive study, transversal and observational for which they use as a means of collecting a questionnaire which was validated and applied to 86 patients who met the inclusion criteria, data were processed and coded in an Excel spreadsheet. The corresponding statistical analysis was divided into two parts, the first refers to the assessment of quality dimensions following the methodology proposed by A. Donabedian, that by using the SPSS v15.0 statistical package was not determined that the quality of outpatient care received by patients according to socio-demographic characteristics is of a regular in 62.79% of them, that both age (p = 0.05) and the reason for preference (p = 0.004) influence the perceived quality of outpatient Regional Eye Institute in La Libertad. Regarding the three dimensions of quality was obtained that both the structure dimension (52.60%), Process (41.06%) and score (41.87%), perceived quality of care regularly, and that on the first two dimensions are the reason preference. The second statistical analysis referred to a multivariate analysis, which by Spad v5.6 package, we found that three factors related to the quality perceived by patients and which they call Factor 1 (technical factor), Factor 2 ( environment factor) and Factor 3 (interpersonal factor), while 3 profiles were obtained from patients, and by the dendrogram was reached to classify patients into three classes, denominated Class 1 Neither patients nor satisfied and dissatisfied, Class 2 Dissatisfied patients called and called Class 3 Patient Satisfaction