Nivel de satisfacción de los familiares de pacientes con covid-19 sobre la atención recibida

Abstract

During the COVID-19 pandemic, health centers have housed patients whose health conditions warranted it, generating expectations in their families about the care they could receive. The objective of this research was to determine the level of satisfaction of the relatives of patients with COVID-19 regarding the care received in public and private health centers in Pichincha and Cotopaxi. A quantitative, descriptive, field and cross-sectional study was carried out, based on data collection through surveys. The methodology applied was the SERVQUAL questionnaire which takes into account the dimensions of: reliability, sensitivity, security, empathy and tangible elements. The population consisted of 200 relatives of patients who had suffered from COVID- 19, the information collected in the period of May and June 2021. The ethical principles of respect, confidentiality and autonomy were observed, as well as the signing of the informed consent of the study participants. The information collected shows that the relatives of patients with COVID-19, the predominant sex was female, representing 54% of the population, likewise the average age of relatives who attended the health centers was between 35-49, and they also responded in public health centers to the dimensions of reliability (18.90%), sensitivity (20.13%), security (22.38%), empathy (22.30%) and tangible elements (19.25%) be very satisfied and in private health centers they responded to the dimensions of reliability (20.13%), sensitivity (27.88%), security (27.38%), empathy (27.20%) and tangible elements ( 31.88%) be totally satisfied.