Calidad de atención en el área de consulta externa de medicina general del Centro de Salud Marcabeli

Abstract

The quality of care in the healthcare field is an issue that has been gaining relevance over time, highlighting the importance of providing good service, focused on the well-being of the patient, which requires an exhaustive analysis of possible factors that may affect and decrease quality. Objective: To evaluate the quality of care in the general medicine outpatient consultation area of the Marcabelí Health Center. Methodology: The research was descriptive, cross-sectional design with a quantitative approach. The SERVPERF questionnaire was used in users who attended the general medicine outpatient consultation area of the Marcabelí Health Center from January to February 2025, with a sample of 234 users. For data processing, a spreadsheet from the Microsoft utility, Excel 2016 and the Statistical Package for the Social Sciences (SPSS) Software version 23 were used, where descriptive statistics and measures of central tendency and dispersion were obtained. Results: Ninety-six percent of users rated the quality of care as satisfactory. The empathy and security dimensions obtained the highest scores, with a mean of 4.65 and 4.56, respectively; the tangible elements dimension had the lowest score, with a mean of 3.99. The strategies proposed to increase the level of quality of care focused on resource management for the modernization of infrastructure and equipment, standardization of management processes, and strengthening of staff competencies. Conclusions: The overall quality of care is satisfactory, generating a positive perception among users, highlighting the trust and security of the service; however, work is needed within the area of tangible elements to strengthen the institutional image.