Satisfacción de la consulta médica y causas de insatisfacción en el usuario externo Centro de Salud de Ambo Huánuco 2019

• Autor: Cubas Llalle, Wildor Samir
• Formato: tesis de maestría
• Fecha de Publicación: 2019
• Institución: Universidad de San Martín de Porres
• Repositorio: USMP-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.usmp.edu.pe:20.500.12727/6165
• Enlace del recurso: https://hdl.handle.net/20.500.12727/6165
• Nivel de acceso: acceso abierto
• Materia: Comportamiento del consumidor; Gestión de la calidad; Pacientes; https://purl.org/pe-repo/ocde/ford#3.02.00

ABSTRACT Objective: To determine the relation of the satisfaction of the medical consultation and the causes of dissatisfaction in the external user of the Ambo Health Center, Huánuco, 2019. Methodology: Mixed study (quantitative-qualitative), observational, analytical, correlational and cross-sectional. The study sample was selected according to the recommendations made by the RM 527-2011/Minsa (114 users), to determine the satisfaction of the medical consultation the Servqual survey was used and to identify the causes of user dissatisfaction, the methodology of the focal groups added to the Ishikawa Spine Diagram. Results: 114 external users were surveyed, obtaining a global user dissatisfaction of 56.2%. Similar figures were found in the dimensions Reliability (59.6%), Responsiveness (53.3%), Security (49.1%), Empathy (58.8%) and Tangible Aspects (58.8%). The doctor's disinterest was related as the main cause of dissatisfaction with Safety (p=0.027), the speed and use of technicalities with Empathy (p=0.002) and the water shortage with the tangible aspects (p=0.014). Conclusions: The external user of Ambo Health Center, is mostly dissatisfied with the quality of the medical consultation; Likewise, the main identified causes of dissatisfaction were mostly related to the dimensions of quality studied.