Examinando por Autor "Pereira Victorio, César Johan"

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    Calidad de atención y satisfacción del usuario externo en el servicio de laboratorio clínico de una clínica privada, Lima 2020
    (Universidad Privada Norbert Wiener, 2021-11-25) Huyhua De la Cruz, Randy Aldo; Pereira Victorio, César Johan
    The health management seeks tolguarantee effective health care and efficient management, evaluating the qualitynof care and satisfaction, which in turn have a close and complex relationship. Therefore, the objective was: To estimate the association betweenjquality of careland external userlsatisfaction inlthe clinical laboratory servicelof a private clinic, Lima 2020. Methodology: The research is applied with anquantitative approach, correlational level, observational and cross-sectionalndesign. The population studied was the users attended at the clinical laboratory service of a private clinic where the sample was 220 users, to whom a self-made quality of care questionnaire and a userjsatisfaction questionnaire adapted from the SERVPERF model were applied. The information obtained waslanalyzed with IBMlSPSS Statistics 23.0 software and Spearman's correlationlcoefficient waslused for hypothesis testing. Results: Of the users surveyed, 69.1% rated the quality provided as high, with the highest rated dimension being human quality (71.8%); likewise, 73.6% oflthe users stated thatlthey were satisfied and within this, the dimensions with the highest satisfaction were empathy (73.2%) and safety (73.1%). Conclusion: Quality of care is statistically significantly, highly and directly proportional (rho=0.767) related to user satisfaction, inlthe same way the dimensions of quality are related to satisfaction.