Determining factors of the level of user satisfaction in the emergency department of Dr. Carlos del Pozo Melgar Hospital in Muisne.

Abstract

Introduction: The perception that users have and their level of satisfaction with the services provided during their care is considered an indicator of quality in the health sector, in addition to reaffirming that care is centered on the patient, family or community. Objective: to analyze the determinant factors in the level of care and its relationship with the satisfaction of the users who go to the emergency room of the Dr. Carlos del Pozo Melgar de Muisne hospital. Materials and Methods: The study was of a mixed type, with a cross-sectional design and descriptive scope. A questionnaire developed by the Ministry of Public Health and adapted to the study population was applied. The sample was 165 people who attended the hospital emergency. In addition, to record the data, an observation sheet was used during the care that was provided. Results: 45% of the users felt very satisfied regarding the degree of satisfaction with the location of the health home. 78% of users considered that the attention received was personalized. 10% expressed perceptions of discrimination by health personnel during their care. It was found that of the 17% who had a higher academic degree, 10% were not satisfied with the care received. Conclusions: there is a high level of satisfaction in the majority of the sample studied, where the main determining factors were the academic degree of the users and the state of the infrastructure of the health home.