Examinando por Autor "Tapia Alejos, Lenin Brunel"

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    The global satisfaction of the patients treated in the emergency room of the CMI Piedra Liza 2023
    (Universidad Privada Norbert Wiener, 2024-08-05) Anccasi Reyes, Mariel; Tapia Alejos, Lenin Brunel
    In recent years, the professional bond between doctors and patients has declined due to the high demand for services at first-level health centers, especially in emergency services. This has highlighted the need to assess patient satisfaction in emergency departments. An observational descriptive study was conducted using the SERVQUAL survey to analyze overall satisfaction and its five dimensions. A random sample of 217 users of the emergency service at CMI Piedra Liza in 2023 participated. 56% of users were satisfied, while 44% were dissatisfied. In the reliability dimension, 60.5% were satisfied and 39.4% dissatisfied; in responsiveness, 53.3% were satisfied and 46.6% dissatisfied; in safety, 50.9% were satisfied, and 49.1% were dissatisfied; in empathy, 58.2% were satisfied and 41.8% dissatisfied; and in tangible aspects, 55.3% were satisfied and 44.7% dissatisfied. The overall satisfaction level of most users was good (56%), with 44% dissatisfaction with the care received.