Factors associated with the quality of service in Peruvian public hospitals
<p><strong>Background</strong>: It is very important that health teams are prepared to provide care according to the required needs, and with this, meet the expectations of users. This is the basis of the interest in user care quality studies in the health context.<br /><s...
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| Format: | Article |
| Language: | Spanish |
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Centro Provincial de Información de Ciencias Médicas. Cienfuegos
2021-04-01
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| Series: | Medisur |
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| Online Access: | http://medisur.sld.cu/index.php/medisur/article/view/4886 |
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| author | Álvaro Danny Benites Bernabé Ericson Felix Castillo Saavedra Cinthia Rosales Márquez Rosa María Salas Sánchez Cecilia Elizabeth Reyes Alfaro |
| author_facet | Álvaro Danny Benites Bernabé Ericson Felix Castillo Saavedra Cinthia Rosales Márquez Rosa María Salas Sánchez Cecilia Elizabeth Reyes Alfaro |
| author_sort | Álvaro Danny Benites Bernabé |
| collection | DOAJ |
| description | <p><strong>Background</strong>: It is very important that health teams are prepared to provide care according to the required needs, and with this, meet the expectations of users. This is the basis of the interest in user care quality studies in the health context.<br /><strong>Objective</strong>: to determine the factors associated with the quality of the service in Peruvian public hospitals.<br /><strong>Methods</strong>: descriptive study, which included 210 patients treated in two hospitals in the province of Santa, Peru. A 22-item instrument based on the SERVQUAL model was used. Inferential analysis was performed based on the normality of the data, to establish a significant difference between the dimensions of the quality of service for the hospitals under study. Likewise, to evaluate the association between the factors and the quality of the service, the Pearson bivariate correlation test was used.<br /><strong>Results</strong>: the level of quality was high (62%) and medium (78%) for the La Caleta and Eleazar Guzmán Barrón hospitals, respectively. There was a difference in the quality of the service, represented by the dimensions of reliability, responsiveness, security, empathy and tangible elements. In the correlation analysis, only in the Eleazar Guzmán Barrón Hospital was a significant and positive association found between the type of user and the quality of service.<strong><br />Conclusion</strong>: the quality of the service provided in outpatient clinics behaves in a variable way among public hospitals, being only dependent on the type of user attended.</p> |
| format | Article |
| id | doaj-art-d2663b016a744c778c31cbe70961e41e |
| institution | Kabale University |
| issn | 1727-897X |
| language | Spanish |
| publishDate | 2021-04-01 |
| publisher | Centro Provincial de Información de Ciencias Médicas. Cienfuegos |
| record_format | Article |
| series | Medisur |
| spelling | doaj-art-d2663b016a744c778c31cbe70961e41e2025-01-30T21:28:57ZspaCentro Provincial de Información de Ciencias Médicas. CienfuegosMedisur1727-897X2021-04-011922362441981Factors associated with the quality of service in Peruvian public hospitalsÁlvaro Danny Benites Bernabé0Ericson Felix Castillo Saavedra1Cinthia Rosales Márquez2Rosa María Salas Sánchez3Cecilia Elizabeth Reyes Alfaro4Universidad César Vallejo. ChimboteUniversidad Nacional de Trujillo. TrujilloUniversidad César Vallejo. TrujilloUniversidad César Vallejo. ChimboteUniversidad César Vallejo. Trujillo<p><strong>Background</strong>: It is very important that health teams are prepared to provide care according to the required needs, and with this, meet the expectations of users. This is the basis of the interest in user care quality studies in the health context.<br /><strong>Objective</strong>: to determine the factors associated with the quality of the service in Peruvian public hospitals.<br /><strong>Methods</strong>: descriptive study, which included 210 patients treated in two hospitals in the province of Santa, Peru. A 22-item instrument based on the SERVQUAL model was used. Inferential analysis was performed based on the normality of the data, to establish a significant difference between the dimensions of the quality of service for the hospitals under study. Likewise, to evaluate the association between the factors and the quality of the service, the Pearson bivariate correlation test was used.<br /><strong>Results</strong>: the level of quality was high (62%) and medium (78%) for the La Caleta and Eleazar Guzmán Barrón hospitals, respectively. There was a difference in the quality of the service, represented by the dimensions of reliability, responsiveness, security, empathy and tangible elements. In the correlation analysis, only in the Eleazar Guzmán Barrón Hospital was a significant and positive association found between the type of user and the quality of service.<strong><br />Conclusion</strong>: the quality of the service provided in outpatient clinics behaves in a variable way among public hospitals, being only dependent on the type of user attended.</p>http://medisur.sld.cu/index.php/medisur/article/view/4886gestión de la calidadhospitales públicossatisfacción del paciente |
| spellingShingle | Álvaro Danny Benites Bernabé Ericson Felix Castillo Saavedra Cinthia Rosales Márquez Rosa María Salas Sánchez Cecilia Elizabeth Reyes Alfaro Factors associated with the quality of service in Peruvian public hospitals Medisur gestión de la calidad hospitales públicos satisfacción del paciente |
| title | Factors associated with the quality of service in Peruvian public hospitals |
| title_full | Factors associated with the quality of service in Peruvian public hospitals |
| title_fullStr | Factors associated with the quality of service in Peruvian public hospitals |
| title_full_unstemmed | Factors associated with the quality of service in Peruvian public hospitals |
| title_short | Factors associated with the quality of service in Peruvian public hospitals |
| title_sort | factors associated with the quality of service in peruvian public hospitals |
| topic | gestión de la calidad hospitales públicos satisfacción del paciente |
| url | http://medisur.sld.cu/index.php/medisur/article/view/4886 |
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