Objective.

Assess the perception of quality of care and delivery of emergency services in the State Social Companies (ESE) of II level of complexity in the department of Risaralda during 2013.

Materials and methods.

A survey of 170 users (demand) and 16 people from the ESE (supply) in the period 1 January to 30 June 2013 was applied.

It is an investigation of exploratory and descriptive, cross-sectional and partial correlation analysis with qualitative and quantitative techniques, and non-experimental design.

Results.

The 95.88% of respondents felt it was easy access to the emergency room, while 78.24% said it was not the first time they came to the emergency room. 90% said they had been treated with kindness and 83.5% saw a suffixyou fitness level medical personnel. The Average call time was less than 30 minutes for the 38.24% of users; 34.12% exceeded 30 minutes 27.64% waited an hour or more

Conclusions.

The accessibility, lighting-ventilation-hygiene, kindness and adequacy of medical and paramedical personnel, variables were the highest percentages (Infrastructure-Process). Most users said that is not the first time they came to the emergency department, likewise, they felt that they had a better health after receiving medical attention (Results). The waiting time ended up being the most critical variable in the four ESE department, the demand side (more than 30 minutes attention for more than 70% of users).

The waiting time decreased due to the process of triage, the supply side.

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