Examinando por Autor "Alvarado Poma, Carlos Enrique"

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    Tiempo de espera y satisfacción del usuario, en pacientes del área de ecografía del Policlínico San Gabriel, Lima – 2024
    (Universidad Privada Norbert Wiener, 2025-12-19) Alvarado Poma, Carlos Enrique; Diaz Del Olmo Morey, Carlos Enrique
    Objective: The study aims to analyze the relationship between waiting time and user satisfaction in patients treated in the ultrasound area of the "Policlínico San Gabriel", Lima - 2024. Materials and methods: It was quantitative, descriptive, cross-sectional and correlative, applied to a population of 320 users, with a probability sample of 175 patients selected by random sampling. The subjects were patients over 18 years of age who completed their care and voluntarily answered the questionnaire, data collection was carried out through structured surveys using an adapted SERVQUAL questionnaire, the operationalization of variables included user satisfaction (v. dependent) and wait time (v. independent), both measured with ordinal scores, the Kolmogorov–Smirnov normality test and Spearman's coefficient were used for statistical analysis to determine non-normality of the data. Results: A moderate and significant negative correlation was observed between wait time and user satisfaction (rho = – 0.659; p < 0.001) 41.1% of users experienced low wait times and satisfaction, while 36% had high wait times and dissatisfaction, the dimensions of safety (rho = –0.683) and reliability (rho = –0.679) showed the most marked negative correlations. Conclusion: There is a significant, moderate, and negative association between reducing wait time and achieving greater user satisfaction, especially in safety and technical quality, improved planning, resource redistribution and effective communication are recommended as management pillars for the service.