Examinando por Autor "Tineo Ramirez, Hipólito Rufo"

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    Nivel de satisfacción del usuario que acude al servicio de farmacia ambulatoria del Hospital Hermilio Valdizán de agosto a diciembre de 2017
    (Universidad Privada Norbert Wiener, 2018-02-22) Tineo Ramirez, Hipólito Rufo; Chavéz Sulca, Rosa Luz; Guadalupe Sifuentes de Posadas, Luz Fabiola
    The objective of the present cross-sectional, prospective, descriptive, and observational study was to determine the level of satisfaction perceived by users who attended the outpatient Pharmacy service of the Hermilio Valdizán Hospital from August to December 2017. The population was 25,000 users, and the sample consisted of 308. A questionnaire-type survey was conducted, based on the SERVPERF Model (Perceptions of the SERVQUAL Model), structured with 22 closed-ended questions and tabulated on a Likert scale (values from 1 to 7). The data were processed using the statistical software SPSS 21.0 and Microsoft Excel 2013. In the Reliability dimension, 21.5% had regular satisfaction, 26.6% had good satisfaction, and 51.9% had very good satisfaction. In the Responsiveness dimension, 27.3% had regular satisfaction, 36.0% had good satisfaction, and 36.7% had very good satisfaction. In the Assurance dimension, 2.3% had regular satisfaction, 31.8% had good satisfaction, and 65.9% had very good satisfaction. In the Empathy dimension, 6.2% had regular satisfaction, 39.6% had good satisfaction, and 54.2% had very good satisfaction. In the Tangibles dimension, 30.8% had regular satisfaction, 41.2% had good satisfaction, and 27.9% had very good satisfaction. There were no significant differences in satisfaction according to user type, age group (except for assurance), or gender. Satisfaction according to education level showed significant differences in reliability, assurance, and empathy (p<0.05). Similarly, when considering the type of insurance, significant differences were noted in tangibles (p<0.05). Overall, the level of satisfaction among users served in the outpatient pharmacy service of the Hermilio Valdizán National Hospital was good.