Quality and Satisfaction in Health Care: A Case Study of Two Public Hospitals in Trujillo, Peru

Morales-Garrido A.; Valderrama-Pazos B.; García-Carranza J.; Horna-Velásquez A.; Reyes-Anticona W.; Estela-Vargas A.; Rojas-Villacorta W. · International Journal of Environmental Research and Public Health (2025) · DOI: 10.3390/ijerph22071119

Resumen

(1) Background: The Peruvian healthcare system is widely regarded as deficient, with ongoing improvements identified as a key area of need. This study sought to assess user satisfaction and the quality of care in two public hospitals in Trujillo. (2) Methods: A non-experimental, cross-sectional, and correlational study was carried out. A group of 384 people who used two public hospitals in the city of Trujillo was studied. The people in the study were chosen based on the researchers’ convenience sampling. Information was collected using a survey based on the SERVQUAL model. This survey was used to evaluate the quality of service. Descriptive and inferential analyses were performed, including Spearman’s correlation and multinomial logistic regression to assess associations and identify key predictors of perceived service quality. (3) Results: The results indicated that 97.66% of the users perceived a low quality of care and 100% expressed dissatisfaction with the services. The most critical dimensions were reliability and responsiveness, while tangible items obtained better results. A positive correlation (rho = 0.723) was identified between quality of care and user satisfaction, with empathy (rho = 0.559) and safety (rho = 0.543) emerging as the most influential dimensions. (4) Conclusions: Responsiveness and Security were identified as key predictors of the perceived service quality in two public hospitals in Trujillo, Peru. Despite high empathy correlations, only timely care and safety significantly influenced satisfaction. The findings align with SDG 3, calling for improved efficiency and humanized care in public health services.

Instituciones: Universidad César Vallejo