Quality and satisfaction in hospital appointments in the jungle of Peru

Lora-Loza M.; Hernández-Angulo J.; Castillo-Ríos J.D.; Orbe-Garazatua D.; Villa-Sono C.; Von Bancels-Angulo B. · Revista Cubana de Investigaciones Biomedicas (2024)

Resumen

Introduction: Appointment management is the process that allows assigning and managing previous appointments to users who require health care; while the satisfaction of the user comes from the degree or the way in which they perceive it where their needs and expectations are met by the health personnel. Objective: Determine the relationship between appointment management and user satisfaction. Methods: Logical, applied, non-experimental and correlational hypothetical deductive method, whose sample was 251 users. Results: 50% of the users rated the management of appointments as medium and 31%, low; 52% of users expressed average satisfaction and 29% dissatisfaction. A very high significant relationship was found between appointment management and user satisfaction (p= 0.000), as well as in the dimensions: human resources training, teamwork and user response (p= 0.000). Conclusion: The quality of care in the hospital is deficient, since 81% of the users are not satisfied with the management of appointments or with the service received, and that better management of appointments is associated with greater user satisfaction. It is suggested to implement strategies that optimize appointment management, such as the use of information technologies, strengthening of human talent skills, leadership and user response capacity.

Instituciones: Pontificia Universidad Católica del Perú; Universidad César Vallejo