User satisfaction in health establishments

There is a latent and long-standing problem in the institutions that provide health services in our country: quality care is a valuable and infrequent good that rests in a context of systematic deficiencies and that daily feed the discontent of users who they live with the challenge of safeguarding their lives in assistance of said establishments.
In this panorama, various external and internal factors are intermingled that influence such a problem, where there are related issues of infrastructure, equipment, the use of outdated technology, shortages of medicines, the organizational environment of the institutions, the organization of healthcare personnel, deficiencies in communication, among others.
The Pueblo Joven Centenario de Abancay Health Center also experiences these quality problems expressed in various dimensions and under various assessments. Based on the above, the present investigation has taken this immediate context as a starting point to develop a study that exposes the evaluation of quality and its management in the health service just mentioned.
The content worked on has been structured into five chapters:
Chapter I alludes to the challenges of quality management in health establishments, providing an overview of the concepts involved in quality management, current management models, the meaning of service quality in The health sector and the challenges of quality management in health services in Peru.
Chapter II consists of an approach to the expectations and perceptions of users of health services. It explains the nature of the perceptions of quality from the patient, the theories of expectations, perceptions and patient satisfaction, and the meanings of the conceptual model of service quality together with its most important dimensions.
In chapter III he tries to explain what is considered as quality of service and user satisfaction. Taking as research concepts the quality of service in the health sector, user satisfaction; and regarding the evaluation of service quality, a brief introduction to the SERVQUAL model, its content, processes and management methodology is provided.
Chapter IV is developed around the research on the perception and expectations of some users of the Centro de Salud Pueblo Joven Centenario de Abancay (during a semester of 2018) regarding the quality of care and attention. In this way, a study is carried out taking into account the SERVQUAL model for its application and development. The study ends presenting a series of relevant conclusions and recommendations for the analysis of quality management in the city of Abancay, Department of Apurímac.
Finally, Chapter V provides a general but important perspective that is expected to contribute to developing greater and better expectations about the quality of care in the health service of said area.

Cite (APA)

Llacma, R. (2023). Satisfacción del usuario en los establecimientos de salud. Editorial Tercer Sol. https://submission.editorialtercersol.com/index.php/SETS/catalog/book/136