Quality of care and patient satisfaction in the intensive care unit area of a level III hospital in Lima-2022

Abstract

Introduction: The main deficit in Public Health is the problem of user care by the nursing professional, who is the visible face in the entire care process, being more frequent in the Intensive Care Unit service, than due to its environment shortens adequate care, due to the fact that there are factors that do not help to achieve quality care such as: the high demand of users and the scarcity of human and material resources and infrastructure. The objective of this study is to determine the relation between the quality of care and the patient satisfaction in an ICU of a level III hospital in Lima - 2022. The methodology of this study will be hypothetical – deductive, correlational and cross-sectional that will measure the relationship between both variables. For the application of this study, 80 patients were obtained for 04 months who are dependent on mechanical ventilation or need monitoring in the ICU between December 2022 and March 2023 and who meet the inclusion criteria. The information will be collected through non-probabilistic analysis, using the survey technique through 2 instruments previously validated and used in other studies to measure the variable through the use of the SERVQUAL instrument that consists of 14 elements divided into 5 dimensions and to measure patient satisfaction, the instrument Patient Satisfaction Scale with 5 dimensions and grade from 1 to 4 is used.

El presente estudio tendrá como objetivo principal determinar como la calidad de la atención se relaciona con la satisfacción del paciente en la Unidad de Cuidados Intensivos de un hospital nivel III de Lima - 2022. La metodología a emplear para este estudio será hipotético – deductivo, correlacional y transversal que medirán la relación entre ambas variables. Para la aplicación de este estudio se incluirá a 80 pacientes durante 04 meses que son dependientes de ventilación mecánica o necesitan monitoreo en UCI entre febrero a mayo del 2023 y que cumplen los criterios de inclusión. La información se recolectará a través del análisis no probabilístico, utilizando la técnica de encuesta a través de 2 instrumentos previamente validados y utilizados en otros estudios nacionales que medirá la calidad de atención mediante el uso del instrumento SERVQUAL MODIFICADO que consta de 14 ítems divididas en 5 dimensiones en percepción y expectativas y para medir la satisfacción del paciente se utiliza el instrumento con 18 ítems divididos en 3 dimensiones.