Examinando por Autor "Mondaca Luna, Ruth"

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    Nivel de satisfacción y calidad en la atención del usuario de la farmacia de consulta externa del Hospital III de Emergencias Grau EsSalud. Julio–setiembre 2018
    (Universidad Privada Norbert Wiener, 2019-09-18) Mondaca Luna, Ruth; Barzola Elescano, Maria Lourdes; Caldas Herrera, Emma
    The quality of care is related to user satisfaction or dissatisfaction during service, which can influence a patient's recovery. This motivated the development of this research. Objective: To determine the level of satisfaction and quality of care for users of the Outpatient Pharmacy at the Hospital III de Emergencias Grau, EsSalud, from July to September 2018. Methodology: This was a descriptive, correlational, cross-sectional, and non-experimental study. A modified SERVQUAL questionnaire was used as the instrument on a population of 202 users. Statistical analysis included Chi-squared and Spearman's correlation. Results: 18.8% (38) of outpatient pharmacy users had a poor satisfaction level, while only 13.4% (27) had a good satisfaction level. The aspect that contributed most to the negative rating was the wait time for service, with a score of 26.2. Conclusion: A regular relationship was found to exist between the level of satisfaction and the perceived quality of care among the surveyed users, as the percentage of satisfaction found was 67.8%, while the perceived quality of care was 44.6%.