Examinando por Materia "Servicio de Farmacia en Hospital|"

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    Calidad en la atención al usuario del servicio de farmacia de emergencia – Hospital Guillermo Almenara Irigoyen. Lima, febrero de 2014
    (Universidad Privada Norbert Wiener, 2014) Marroquín Pérez, Rosario; Rojas Roncal, Janet Bertha; Ramos Cevallos, Norma Julia
    Quality of care is a central issue in the evaluation of health services and has become increasingly relevant in public health. User satisfaction is based on subjective judgments and is only valid if perceived by the users themselves, which highlights the importance of regularly assessing it, especially in health care centers. The present study aimed to determine the quality of user care at the emergency pharmacy service of Guillermo Almenara Irigoyen Hospital in Lima in February 2014. An observational, descriptive, and cross-sectional design was applied, using the SERVQUAL model to evaluate perceptions and expectations in five dimensions: reliability, responsiveness, empathy, assurance, and tangibility. A total of 150 users participated voluntarily through a structured survey. The results revealed that 83.3% of users were dissatisfied with the quality of care received. Dissatisfaction levels were high across all dimensions, with the lowest rate of dissatisfaction (60.7%) found in the responsiveness dimension. It was concluded that user dissatisfaction is high, and quality control measures should be adopted to enhance service provision and improve patients’ quality of life.