Perception of Quality and Patient Satisfaction in Specialized Hospitals in Central Peru

• Pedilla Florian, Maria ; Pozo-Olivera, Mercedes ^[1]
  1. [1] Universidad Nacional del Centro del Perú

     Universidad Nacional del Centro del Perú

     El Tambo, Perú

     
• Localización: Revista Peruana De Ciencias De La Salud, ISSN 2707-6954, ISSN-e 2707-6946, Vol. 5, Nº. 4, 2023 (Ejemplar dedicado a: Revista Peruana de Ciencias de la Salud (oct-dic)), págs. 37-47
• Idioma: inglés
• Títulos paralelos:
  • Percepción de Calidad y Satisfacción del Paciente en Hospitales Especializados del Centro del Perú
• Enlaces
  • Texto completo (pdf)
• Resumen
  • español

    Objetivo. Evaluar la relación entre la satisfacción del usuario y la calidad de atención en hospitales, y analizar la percepción de los pacientes en diferentes dimensiones de atención. Métodos. Se aplicaron encuestas estructuradas a una muestra de 281 pacientes en diversos hospitales. Las dimensiones analizadas incluyeron comunicación, fiabilidad, capacidad de respuesta, seguridad, entre otras. Se utilizó la correlación de Spearman para determinar la relación entre la satisfacción del usuario y la calidad de atención. Resultados. Más del 50% de los encuestados calificó la comunicación y la seguridad en el hospital como "Aceptables". Sin embargo, aspectos como la fiabilidad y capacidad de respuesta requieren atención, ya que aproximadamente el 42.7% y el 47.7% de los pacientes, respectivamente, consideraron que están "En proceso". Se encontró una correlación positiva moderada (r=0.344, p<0.05) entre la satisfacción del usuario y la calidad de atención. Conclusiones. La satisfacción del usuario se asocia significativamente con la calidad de atención percibida en hospitales. A pesar de la percepción positiva en algunas áreas, es imperativo abordar dimensiones específicas para garantizar una atención óptima y mejorar la experiencia del paciente

  • English

    Objective. Assess the relationship between user satisfaction and the quality of care in hospitals, and analyze patient perceptions across various care dimensions. Methods. Structured surveys were administered to a sample of 281 patients across multiple hospitals. Analyzed dimensions included communication, reliability, responsiveness, safety, among others. Spearman's correlation was employed to determine the relationship between user satisfaction and the quality of care. Results. Over 50% of respondents rated hospital communication and safety as "Acceptable." However, aspects like reliability and responsiveness need attention, as approximately 42.7% and 47.7% of patients, respectively, deemed them "In progress." A moderate positive correlation (r=0.344, p<0.05) between user satisfaction and the quality of care was found. Conclusions. User satisfaction is significantly associated with the perceived quality of care in hospitals. Despite the positive perception in some areas, it is imperative to address specific dimensions to ensure optimal care and enhance the patient experience.

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