Validation of the instrument to measure the quality of care and satisfaction in external consultation users of the Hospital General Martín Icaza 2021

Abstract

Introduction: Patient satisfaction is a critical component in the evaluation of the quality of service received. Patient satisfaction provides information about the success of service delivery and the fulfillment of patient expectations. Objective: To determine the factors that influence the quality of care of outpatient users of the Hospital General Martin Icaza. Methodology: A cross-sectional cohort, descriptive and correlational type was conducted applying the qualitative-quantitative research modality. The instrument used in the quantitative section was the modified SERVQUAL questionnaire which was applied in a pilot plan to twenty users of the outpatient service, obtaining a Crombach's Alpha of 0.821, while the interview was the instrument used for the qualitative section and this was applied to a focus group of ten participants. Results: It was evidenced that the average satisfaction of the group was 3.2/5 points being this a regular service, whose worst evaluated indicator was the one referring to empathy towards the patient (2.50) and the best evaluated was the continuous education through talks to the community (3.85). Conclusions: The instruments implemented in this research maintain a strong relationship and have been statistically significant in terms of their relevance and reliability, so they are considered suitable for replication in the final research.