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Print version ISSN 1794-2470


IBARRA PICON, Aradeisy  and  RUA RAMIREZ, Edwin. Assessment of the user service quality of the emergency department in the public hospital of Yopal, Casanare, Colombia. Nova [online]. 2018, vol.16, n.29, pp.21-31. ISSN 1794-2470.


In this research is evaluated the quality in the customer service of the emergency department of the public Hospital of Yopal, Casanare, Colombia.


This investigation is of descriptive, exploratory type, supported on several investigation techniques, starting with a questionnaire - survey where there is carried out a quantitative and qualitative analysis of the quality of attention to the user, the capacity of the physical plant, comfort, safety and reliability of the service; besides, It is applied the technique of direct observation, analysis and interpretation of phenomena, events and facts that prevail in the area.


With this project it was possible to determine the satisfaction or conformity of the users of the first aid service and the application of the protocols of attention under quality standards, which is the treatment given by workers and health professionals toward users, if it is necessary to qualify the attention staff, if it is necessary to improve or modify the protocols, if changes or recommendations should be made to improve the quality of the attention.


Yopal Hospital does not have enough capacity in the Emergency Department to meet the high demand coming from Yopal inhabitants and the surrounding municipalities, the incessant complaint of users claiming to be supposedly poorly served, the supposed nonperformance in its work towards the patients and relatives in most of the areas of the Hospital, lack of professional staff for the attention in the emergency department, long days of waiting for sick users.

Keywords : User service; quality; protocols; emergency department; public hospital.

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