External user perception of health care in the Reference and Counter-Reference Service

Villa C.R.; Vásquez P.O.; Villa N.R. · Revista Infodir (2025)

Resumen

Introduction: The external user's perception of health care is decisive in improving the quality of care and promoting trust in the system. Objective: To evaluate the external user's perception of health care in the Reference and Counter-Reference Service. Methods: A descriptive, cross-sectional study was carried out in the Reference and Counter-Reference Service of the San Juan de Dios Hospital, Pisco, Peru, during the month of October 2017. From a universe selected, through simple random sampling. Through a questionnaire, the tangible element, reliability, responsiveness, security and empathy, with their indicators, were analyzed. Results: The 65.0% of external users reported good quality of care according to tangible elements. The 78.3% declared good quality in terms of reliability, while in relation to responsiveness, in 80.0% of cases it was good and in 18.3% it was fair. Likewise, 83.3% received a good quality of care, in line with user safety, 78.3% expressed a good level of empathy, while 20.0% were average. In general, the external user's perception regarding the quality of care was good. Conclusions: Users perceive the quality of health care in the Referral and Counter-Referral Service as good, highlighting tangible elements, reliability, responsiveness, security and empathy.

Instituciones: Universidad Privada San Juan Bautista; Universidad Nacional de Cañete