Usability of a mobile application and patient satisfaction in a Primary Care Center

Soto G.H.V. · Revista Cubana de Medicina Militar (2025)

Resumen

Introduction: Between 2016 and 2018, there was a critical decline in patient satisfaction at a public health center in Comas (Lima, Peru), associated with problems such as long wait times, high appointment dropout rates, and difficulty obtaining regular appointments. Given this scenario, evaluating the usability of a mobile application as a potential strategy to improve service efficiency is an ongoing challenge. Objective: To determine whether the usability of a mobile application influences the satisfaction of patients served at the selected medical center between January and June 2023. Methods: A quantitative study with a quasi-experimental design, explanatory level, and longitudinal section was carried out on 100 patients treated at a public health center. For this purpose, a self-funded mobile application was initially developed and used by the selected patients. Data were collected using the CSUQ and SERVQUAL questionnaires, and the dimensions of system quality, information quality, interface quality, mobile application usability, and patient satisfaction were assessed. The nonparametric Wilcoxon test was used for inferential analysis. Results: A positive effect of mobile application usability on improving patient satisfaction was evident. Conclusions: The usability of a mobile application in healthcare significantly influences improved patient satisfaction.

Instituciones: Universidad Nacional Mayor de San Marcos