Abstract

LA TORRE MANTILLA, Angello Rafael; OYOLA GARCIA, Alfredo Enrique  and  QUISPE ILANZO, Melisa Pamela. Associated Factors to the satisfaction degree of the user of the external gastroenterology clinic of the Central Hospital of the Peruvian Air Force. May, 2014. Rev. Gerenc. Polit. Salud [online]. 2018, vol.17, n.34, pp.59-68. ISSN 1657-7027.  https://doi.org/10.11144/javeriana.rgps17-34.fasu.

An observational, descriptive and cross-sectional study was performed to determine the factors associated with the degree of user satisfaction at the outpatient Gastroenterology Service in the Air Force´s Central Hospital from Peru, because the patient’s insatisfaction is associated to the level of professional excellence, the efficient use of resources and very low risk for the patient. The sample consisted of 221 ​​patients. It was found that 21.3 % patients were satisfied with the care provided, 26.7 % in the reliability component, 31.2 % in the liability component, 48 % in the security component, 38.9 % in the empathy component and 32.6 % in the tangible component. Insatisfaction was observed in 75 (70.8 %) of males, 99 (86.1 %) of females (p = 0.005), 65 (70.7 %) of direct beneficiaries and 109 (84.5 %) of the family members (p = 0.013). Also, as the waiting time for care increased patient´s satisfaction decreased (r = -0.316, p = 0.000).

Keywords : patient satisfaction; quality of healthcare; military hospitals; ambulatory care; health services; gastroenterology.

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