Evaluación de calidad de la atención farmacéutica en hospitales públicos y farmacias privadas de Machala, Ecuador.

Abstract

Introduction: Pharmaceutical care is essential to ensure the proper use of medications, as it allows for the identification, prevention, and resolution of potential problems, thus strengthening the quality of care in both public and private pharmacies. Objective: To evaluate patient perceptions and satisfaction with the pharmaceutical care received in hospitals and private pharmacies in Machala, Ecuador, identifying specific strengths and areas for improvement in each sector. Methodology: The research was descriptive, non-experimental, and qualitative. It was conducted in hospital and community pharmacies in Machala, Ecuador. Surveys based on the SERVQUAL model were administered to patients and clients who visited these establishments between March and April 2025, in order to determine their perceptions and satisfaction with the pharmaceutical care received. The data collected were statistically analyzed using Jamovi software version 2.6.22. Results: The results show that in the public sector, the majority of users (79.6%) are satisfied with pharmaceutical care, although only 17.8% consider it very satisfactory. In contrast, in the private sector, the perception of being very satisfied predominates (63.9%), reflecting a more positive assessment of the quality received. These data highlight the need to strengthen key aspects such as personalized care, infrastructure, and patient orientation, especially in the public sector, to achieve a service that not only meets expectations but also generates trust and complete satisfaction. Conclusions: Strengths were highlighted in the humanistic approach of the public sector and in the infrastructure of the private sector, although areas for improvement were identified in technology and process standardization. Trust and quality of care are key for both sectors.