Calidad de atención y el nivel de satisfacción del servicio del usuario del seguro integral de salud Hospital Sergio Bernales - Perú

Abstract

QUALITY OF CARE AND THE LEVEL OF SERVICE SATISFACTION OF THE USER OF THE COMPREHENSIVE HEALTH INSURANCE HOSPITAL SERGIO BERNALES – PERU

Title: An exploration of the relationship that exists between the quality of care and the level of satisfaction of the service of the user of the comprehensive health insurance of a hospital in Peru

Edith M. Arteaga Benites, Graduate of Nursing.

Francisco J. Herrera Vega, Bachelor of Nursing.

¹ National University of Callao. Callao, Peru.

SUMMARY

Introduction : Assessing the quality of care from the point of view of the consumer or client is increasingly universal, through a relatively quick research process, obtaining a description and/or characteristics based on the treatment received, said information received would be very useful for the institution that provides health services, to the staff that provides care and to the consumers of the service themselves in order to satisfy their requirements and likelihood of receiving quality care.

Objective: Determine the relationship between the quality of care and Level of User Satisfaction of the Comprehensive Health Insurance at the Sergio Bernales Hospital, in the period of April - October 2020.

Methods: Descriptive, cross-sectional, non-experimental, correlational study where 179 users of the Comprehensive Health Insurance at the SERGIO E. BERNALES Hospital were surveyed. The instrument used were 2 surveys adapted by the researchers (SERVPERF questionnaire adapted to evaluate quality of care and the questionnaire adapted to evaluate user satisfaction) previously validated by experts. Cronbach's alpha coefficient was determined (quality of care: 0.957 and satisfaction: 0.977). For the statistical analysis, percentage descriptive analysis was used, the non-parametric inferential statistic called Spearman's Rho was used, to analyze the correlation between both variables, the Spearman's Rho correlation coefficient was used with a level of statistical significance of p = 0.000. . R.

Results : The largest group surveyed included ages between 18 - 28 years (31.3%), 57% of the population surveyed were women, 44.1% of the population interviewed had a higher technical degree, in the general hypothesis it was determined that there is a significant relationship between the quality of care and the satisfaction of patients who use the SIS (both p < 0.05); In the specific hypotheses that evaluated the relationship of the dimensions: Reliability, responsiveness, security, empathy, tangible elements with quality and satisfaction, the H1 of the 5 dimensions evaluated were accepted.

Conclusion : There is a statistically significant and directly proportional relationship between quality of care and the dimensions evaluated (Reliability, responsiveness, security, empathy and tangible elements).

 Keywords : Quality, satisfaction, reliability, responsiveness, security, empathy, tangible elements,