Quality of the family planning service and external user satisfaction, Cerro Prieto health post, Salas Guadalupe, June 2018

• Autor: Valenzuela-Cincia, Gladys Beatriz
• Formato: artículo
• Fecha de Publicación: 2021
• Institución: Sociedad Materno Fetal
• Repositorio: Revista Internacional de Salud Materno Fetal
• Lenguaje: español
• OAI Identifier: oai:ojs2.ojs.revistamaternofetal.com:article/229
• Enlace del recurso: http://ojs.revistamaternofetal.com/index.php/RISMF/article/view/229
• Nivel de acceso: acceso abierto
• Materia: Calidad del servicio; Satisfacción; Usuario externo; Planificación familiar

Introduction: At present the relevant criteria for health administration are trust, security of the service in fair, pertinent, effective with guarantee, being the assessment of service quality an essential principle to ensure high efficiency of the users who attend to the Family Planning service of the Cerro Prieto Health Post of the Guadalupe Microred, Ica; perceive quality care and respond to their needs, exercising their sexual and reproductive health rights, breaking sociocultural and emotional barriers. Objective: To determine the relationship that exists between the quality of the Family Planning Service and satisfaction of the external user at the Cerro Prieto Health Post - Salas Guadalupe, June 2018. Materials and Methods: The study is observational, descriptive, correlational, cross-sectional , the sample of 50 family planning users in June 2018; meet the inclusion criteria; selected randomly. Variables: quality of service and user satisfaction. The questionnaire instrument was applied, the modified SERVQUAL survey technique, they are composed of 22 questions about expectations, 22 about perceptions, distributed in five quality dimensions, each question has a range from 1 to 7. An Excel spreadsheet was developed including variables and dimensions. Beauchamp and Childress principles of biomedical ethics were considered. Results: 76.7% satisfaction versus 23.3% dissatisfaction. Quality dimensions with satisfaction are: Empathy 80.13%; Security 78.0%; response capacity 77.5%; tangible aspects 76.0%; reliability 72.0%. Reliability dissatisfaction 28.00% in the availability of Clinical History make it difficult for the user to care. Conclusions: The external users of the Family Planning Service of the Cerro Prieto Health Post are satisfied with the quality of the service in 76.7%, according to the validated method, it is considered adequate for a quality service.