Quality of service and user satisfaction. Rehabilitation Service of the Hospital Victor Ramos Guardia Huaraz, Peru

      Аннотация: The quality of care and user satisfaction is influenced by certain factors such as policies, organizational environment, environmental factors, specific aspects of the job and the characteristics of each individual. The aim of the research was to evaluate the quality of care and user satisfaction in the physical therapy and rehabilitation service of the Victor Ramos Guardia Huaraz Hospital in 2015. The study was descriptive and cross-sectional and was applied to a population of 250 people, selecting 94 patients with a simple random sample, applying the SERVQUAL questionnaire, the results determined that the average age was 45 years, the maximum age was 64 years and the minimum age was 28 years. Sixty-two percent of the sample were women and 38% were men. The level of tangibility shows a low quality (43%), the level of reliability shows a modest quality (46%), the level of prompt response shows a modest quality (40%), the projection of security (44%) modest quality and the level of empathy (55%) modest quality, concluding that the quality in the attention is in 40% of satisfaction to the user.

Ключевые слова: Quality, satisfaction, Service, patients