Calidad de atención y satisfacción del paciente en un Hospital del Ecuador, 2025

Abstract

The quality of medical care and patient satisfaction are fundamental pillars in evaluating healthcare services. To measure care quality, models that assess patients’ perceptions are used, enabling the identification of strengths and areas for improvement in the user experience. The objective was to establish the relationship between the quality of medical care and user satisfaction in the general medicine outpatient area of a basic hospital. A descriptive-correlational study with a quantitative approach was conducted, selecting a non-probabilistic sample of 83 patients over 18 years old. Quality was assessed using the SERVQUAL questionnaire, measuring tangibility, reliability, responsiveness, assurance, and empathy, while satisfaction was evaluated with a validated 20-item instrument, both on 5-point Likert scales. The results showed moderate quality (M=3.29, SD=0.97), with strengths in the modernity of facilities (51%) and equipment (55%), but weaknesses in empathy (63% low quality), professionalism (63%), and staff knowledge (59%). Satisfaction was moderate-low (M=3.71, SD=0.88), with dissatisfaction in communication (67%) and interpersonal treatment (71%). A strong correlation was found between quality and satisfaction (rho=0.872, p<0.001), with quality explaining 76% of the variability in satisfaction. In conclusion, the quality of care, particularly in empathy and communication, is crucial for improving user satisfaction. It is recommended to train staff and optimize administrative processes to strengthen the healthcare system.