Nivel de satisfacción de los usuarios en el proceso de atención ante el covid-19 en el centro de salud Martínez

Abstract

The Health Centres provide first class medical care services, whose main characteristic is the participatory relationship with the population, guaranteeing a service of equity, social solidarity and effectiveness. However, the health emergency has led to drastic changes in first class medical care, causing a crisis. Therefore, this research seeks to determine the levels of satisfaction of users in the process of care for the Covid-19 at the Martínez Health Centre, using a quantitative and descriptive level field approach, which took a sample of 84 cases of Covid-19 attended to during the period March - September 2020, to whom a survey was applied based on the SERVQUAL (Quality Service) questionnaire that measures the levels of satisfaction under the dimensions of reliability, responsiveness, security, empathy and tangibles by comparing expectations and perceptions. This has allowed us to determine a 45% satisfaction in the reliability dimension, 34% in the response capacity, 70% in security, 70% in empathy and 86% in the tangible dimension. Therefore, we conclude that there is a 61% level of satisfaction in the users attended to at Covid-19 in the Martínez Health Centre, resulting in a 39% level of dissatisfaction which is considered to be within the acceptable range, thus establishing aspects to be improved such as the reduction of waiting times, respect for the order of arrival to be attended to and the supply of the pharmacy.