EXTERNAL USER SATISFACTION IN A PRIMARY HEALTH CAREFACILITY DURING THE COVID-19 PANDEMIC

Authors

  • BLADIMIR BECERRA-CANALES Universidad Autónoma de Ica, Perú. https://orcid.org/0000-0002-2234-2189
  • LUISA PECHO-CHAVEZ Universidad Autónoma de Ica, Perú.
  • MARISOL GÓMEZ-LEÓN Universidad Autónoma de Ica, Perú.

DOI:

https://doi.org/10.35563/rmp.v9i3.369

Keywords:

Satisfacción del Paciente, Calidad de Atención de Salud, Atención Ambulatoria, Encuestas de Salud

Abstract

Objective: Determine the level of external user satisfaction at a primary health care facility during the
COVID-19 pandemic. Methods: Observational, prospective and transversal study, carried out in a first level care facility of the Peruvian health system, during July to August 2020. The sample was made up of 120 external users. General data were collected and a SERVQUAL scale from the Ministry of Health, modified to the SERVQHOS model, was administered. Descriptive level statistical analysis was applied. Results: Of the participants, they were female (80.7%) and in the age group 41 to 50 years (41.0%). In general, 38.3% were half satisfied and 61.7% dissatisfied with the health services. In the dimensions reliability 69.2%; responsiveness 76.7%; security 58.3%; empathy 60.8% and tangible aspects 87.5% of dissatisfaction respectively. 75.8% of external users are dissatisfied with the treatment they receive in the health service. Conclusions: During the COVID-19 pandemic, on average, outside users are dissatisfied with the care received at a primary health care facility.

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Published

2020-12-30

Issue

Vol. 9 No. 3 (2020): September - December

Section

ORIGINAL RESEARCH

License

Copyright (c) 2020 BLADIMIR BECERRA-CANALES , LUISA PECHO-CHAVEZ , MARISOL GÓMEZ-LEÓN

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How to Cite

EXTERNAL USER SATISFACTION IN A PRIMARY HEALTH CAREFACILITY DURING THE COVID-19 PANDEMIC. (2020). Revista Médica Panacea, 9(3), 165-170. https://doi.org/10.35563/rmp.v9i3.369