Gestión de satisfacción en emergencia obstétrica: un plan de acción.

Abstract

The present degree project aimed to analyze the relationship between waiting times and patient satisfaction in the obstetric emergency department at Hospital Obstétrico Ángela Loayza de Ollague, located in Santa Rosa, Ecuador. The study employed a mixed-methods approach, combining quantitative and qualitative techniques. A structured survey was applied to one hundred twenty (120) female patients attended between January and June 2025, complemented by interviews with healthcare professionals. The sample was selected by convenience, considering both day and night shifts to obtain a comprehensive perspective of the service. The results revealed that waiting time is a determining factor in the perceived level of patient satisfaction. It was observed that during night shifts, waiting times tend to be longer, egatively affecting the perception of care quality. Additionally, variables such as age, education level, and place of origin influence the overall evaluation of the service received. From the qualitative component, it was found that staff shortages, demand overload, and administrative management limitations directly impact emergency obstetric care processes. It is concluded that optimizing waiting times is essential to strengthening patient satisfaction and improving the quality of healthcare services. It is recommended to implement hospital management strategies aimed at reorganizing patient flow, reinforcing human resources, and using digital tools that facilitate efficient shift distribution and resource allocation.