Satisfacción de usuarios en hospitales públicos: Experiencia del plan «cero colas» en ica, perú

Bladimir Becerra-Canales; Ángela Condori-Becerra

doi:10.17843/rpmesp.2019.364.4299

Satisfacción de usuarios en hospitales públicos: Experiencia del plan «cero colas» en ica, perú

Translated title of the contribution: User satisfaction in public hospitals: Experience of the «cero colas» («zero queues») plan in ica, peru

Bladimir Becerra-Canales
, Ángela Condori-Becerra

Dirección Regional de Salud de Ica
Autonomous University of Ica
Superintendencia Nacional de Salud

Research output: Contribution to journal › Article › peer-review

5 Scopus citations

Abstract

In order to know the level of satisfaction of users from outpatient clinics in four public hospitals in the Ica region after the implementation of the "Zero Queues" plan, 1,067 users were surveyed by using an instrument that inquired about general characteristics, service qualification, and overall satisfaction. A global satisfaction level "very satisfied/satisfied” of 72.5% was found in the Support Hospital of Nazca; 70.6% in Hospital Santa María del Socorro of Ica; 72.1% in the Regional Hospital of Ica, and 73.7% in Hospital San Juan de Dios of Pisco. It is concluded that the implementation of the "Zero Queues" plan improved overall satisfaction, courteous treatment, compliance with health care hours, and the clarity and information provided above the expected standard.

Translated title of the contribution	User satisfaction in public hospitals: Experience of the «cero colas» («zero queues») plan in ica, peru
Original language	Spanish
Pages (from-to)	658-663
Number of pages	6
Journal	Revista Peruana de Medicina Experimental y Salud Publica
Volume	36
Issue number	4
DOIs	https://doi.org/10.17843/rpmesp.2019.364.4299
State	Published - 2019
Externally published	Yes

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 3 Good Health and Well-being

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10.17843/rpmesp.2019.364.4299

Cite this

@article{e9f1e38af977453aa9b22c6dc45507fb,

title = "Satisfacci{\'o}n de usuarios en hospitales p{\'u}blicos: Experiencia del plan «cero colas» en ica, per{\'u}",

abstract = "In order to know the level of satisfaction of users from outpatient clinics in four public hospitals in the Ica region after the implementation of the {"}Zero Queues{"} plan, 1,067 users were surveyed by using an instrument that inquired about general characteristics, service qualification, and overall satisfaction. A global satisfaction level {"}very satisfied/satisfied{\textquotedblright} of 72.5\% was found in the Support Hospital of Nazca; 70.6\% in Hospital Santa Mar{\'i}a del Socorro of Ica; 72.1\% in the Regional Hospital of Ica, and 73.7\% in Hospital San Juan de Dios of Pisco. It is concluded that the implementation of the {"}Zero Queues{"} plan improved overall satisfaction, courteous treatment, compliance with health care hours, and the clarity and information provided above the expected standard.",

keywords = "Ambulatory care, Health surveys, Patient satisfaction, Peru (Source: MeSH NLM), Quality of health care",

author = "Bladimir Becerra-Canales and {\'A}ngela Condori-Becerra",

year = "2019",

doi = "10.17843/rpmesp.2019.364.4299",

language = "Espa{\~n}ol",

volume = "36",

pages = "658--663",

journal = "Revista Peruana de Medicina Experimental y Salud Publica",

issn = "1726-4634",

number = "4",

}

TY - JOUR

T1 - Satisfacción de usuarios en hospitales públicos

T2 - Experiencia del plan «cero colas» en ica, perú

AU - Becerra-Canales, Bladimir

AU - Condori-Becerra, Ángela

PY - 2019

Y1 - 2019

N2 - In order to know the level of satisfaction of users from outpatient clinics in four public hospitals in the Ica region after the implementation of the "Zero Queues" plan, 1,067 users were surveyed by using an instrument that inquired about general characteristics, service qualification, and overall satisfaction. A global satisfaction level "very satisfied/satisfied” of 72.5% was found in the Support Hospital of Nazca; 70.6% in Hospital Santa María del Socorro of Ica; 72.1% in the Regional Hospital of Ica, and 73.7% in Hospital San Juan de Dios of Pisco. It is concluded that the implementation of the "Zero Queues" plan improved overall satisfaction, courteous treatment, compliance with health care hours, and the clarity and information provided above the expected standard.

AB - In order to know the level of satisfaction of users from outpatient clinics in four public hospitals in the Ica region after the implementation of the "Zero Queues" plan, 1,067 users were surveyed by using an instrument that inquired about general characteristics, service qualification, and overall satisfaction. A global satisfaction level "very satisfied/satisfied” of 72.5% was found in the Support Hospital of Nazca; 70.6% in Hospital Santa María del Socorro of Ica; 72.1% in the Regional Hospital of Ica, and 73.7% in Hospital San Juan de Dios of Pisco. It is concluded that the implementation of the "Zero Queues" plan improved overall satisfaction, courteous treatment, compliance with health care hours, and the clarity and information provided above the expected standard.

KW - Ambulatory care

KW - Health surveys

KW - Patient satisfaction

KW - Peru (Source: MeSH NLM)

KW - Quality of health care

UR - https://www.scopus.com/pages/publications/85078247550

U2 - 10.17843/rpmesp.2019.364.4299

DO - 10.17843/rpmesp.2019.364.4299

M3 - Artículo

C2 - 31967258

AN - SCOPUS:85078247550

SN - 1726-4634

VL - 36

SP - 658

EP - 663

JO - Revista Peruana de Medicina Experimental y Salud Publica

JF - Revista Peruana de Medicina Experimental y Salud Publica

IS - 4

ER -

Satisfacción de usuarios en hospitales públicos: Experiencia del plan «cero colas» en ica, perú

Abstract

UN SDGs

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