Calidad de atención y satisfacción del paciente en el Centro de Atención Temprana II San Juan Bautista – EsSalud, Iquitos 2024

• Autor: Figueroa Sandoval, Elliott Christopher
• Formato: tesis de maestría
• Fecha de Publicación: 2025
• Institución: Universidad Nacional De La Amazonía Peruana
• Repositorio: UNAPIquitos-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.unapiquitos.edu.pe:20.500.12737/12149
• Enlace del recurso: https://hdl.handle.net/20.500.12737/12149
• Nivel de acceso: acceso abierto
• Materia: Calidad de la atención de salud; Satisfacción del paciente; Centros de salud; https://purl.org/pe-repo/ocde/ford#3.03.05

The objective of this research was to determine the relationship between the quality of care and the level of patient satisfaction at the Early Care Center "San Juan Bautista," EsSalud. The research was quantitative, with a non experimental, descriptive, correlational, and cross-sectional design. Two surveys were applied to a sample of 386 patients. The first questionnaire consisted of 22 items, distributed across the 5 dimensions of the SERVPERF model: reliability, responsiveness, assurance, empathy, and tangible aspects. The second questionnaire consisted of 20 items, distributed into 3 dimensions: trustworthiness, validity, and loyalty. The data were analyzed using IBM SPSS Statistics version 25. Data analysis included descriptive and inferential statistics through Spearman correlation and multiple linear regression. The perception of the quality of care was rated as moderate (3.61), and the level of patient satisfaction was rated as high (3.85). The correlation analysis showed a moderate and significant positive relationship (P<0.05) for the dimensions "empathy," "assurance," and "reliability," with r-values of 0.591, 0.516, and 0.451, respectively. The correlation was weakly positive for the dimensions "responsiveness" and "tangible aspects," with values of 0.249 and 0.187, respectively. The correlation between the variables quality of care and level of satisfaction was moderately and significantly positive (0.645). The regression analysis demonstrated a positive and significant influence of "empathy," "assurance," and "reliability" on patient satisfaction. It is concluded that patients of this care center, as they perceive kind, empathetic treatment, with care focused on their individual needs and accurate knowledge from healthcare staff, their satisfaction increases considerably.