Satisfacción respecto a la calidad de atención en el Servicio de Laboratorio Clínico de un centro de salud de Jaén, Perú, 2021

Abstract

Introduction. The quality of care is characterized by a health service based on accepted quality standards and that the patient considers effective or beneficial. Objectives. Determine the level of satisfaction regarding the quality of care of external users who come to the Clinical Laboratory Service of the Magllanal Health Center, city of Jaén, Peru, 2021. Material and methods. Cross-sectional, analytical and prospective study, carried out in a population of 216 users over 18 years of age seen during the month of October 2021. Satisfaction with the quality of care was measured using the SERVQUAL Scale adapted and validated for the clinical laboratory service. Results. The study population was characterized by a predominance of the age group of 18 to 35 years (56.0%), female sex (70.8%), level of secondary education (50.9%) and type of continuing user (77. 8%). 74.1% rated the quality of the service received as “acceptable,” while 9.3% and 16.7% rated it as “to improve” and in “improvement process,” respectively. Likewise, the highest frequency of “acceptable” type satisfaction was in patients over 65 years of age (93.3), male (77.8%), primary school level (79.2%) and continuing users. (78.6%). Conclusions. High satisfaction of the study population is concluded regarding the quality of care in the clinical laboratory service of the Magllanal Health Center, city of Jaén, 2021.