Percepciones y prácticas en la gestión de la calidad de los niveles de atención aplicando el modelo de Donabedian: análisis comparativo

Abstract

The quality of healthcare services is essential to ensure safe, effective, and patient-centered care, which requires constant evaluation of structure, processes, and outcomes. Objective: To compare quality management and user satisfaction levels across different healthcare levels through a survey, aiming to identify opportunities for improvement in the services offered. Methodology: A quantitative, descriptive study was conducted using a survey based on the SERVQUAL model, adapted to Donabedian's evaluation framework. The study population, selected through non-probabilistic convenience sampling, included 210 outpatients from three medical units categorized as Types A, B, and C. Results: The findings indicate that the Type A Health Unit achieved the best overall performance, reaching 100% in the Structure dimension, 84.8% in the Process dimension, and 95.2% in the Outcomes dimension. The Type B unit showed its highest score in Processes (82.10%) and its lowest in Structure (80.10%). The Type C unit demonstrated balanced results, with its best performance in the Outcomes dimension (90.68%) and its lowest in Processes (80.20%). Overall, all units exhibited positive performance, although areas for improvement were identified, particularly in the Process dimension and perceptions of the Outcomes dimension. Conclusion: Evaluating the quality of healthcare services is essential for patient well-being and the efficiency of healthcare facilities.