Percepción de la calidad de atención a los usuarios en el servicio de emergencia de un Hospital General del Seguro Social.

Abstract

The quality of care in emergency services is a source of concern and ongoing research, given that users frequently express dissatisfaction with the care they receive. The objective of this study is to evaluate the perception of quality of care and the level of satisfaction of users who visit the emergency service. The research was descriptive, with a quantitative approach and a non-experimental cross-sectional design. The objective of this study was to evaluate the perception of quality of care and the level of satisfaction of users who visit the emergency department. The research was descriptive, with a quantitative approach and a non-experimental cross-sectional design. A structured survey was administered to a sample of 195 patients. The results showed that 45.64% of users experienced wait times exceeding one hour, which represents a critical factor of dissatisfaction. Although positive assessments were highlighted in aspects such as the cleanliness of the area (59.3%) and the attention of the staff (33.4%) between always and almost always, significant deficiencies were identified in communication with patients; 48% reported not having received clear information about their health condition. Furthermore, 28% perceived the existence of sufficient and adequate equipment. It is concluded that the perception of quality of care is influenced by multiple factors, including operational efficiency, interpersonal communication, and infrastructure. The study highlights significant strengths in the human quality and technical competence of the staff, key aspects of emergency care; however, it identifies critical areas requiring immediate improvement, such as optimizing wait times, improving effective clinical communication, and ensuring adequate physical resources, which are essential to ensuring safe, high-quality care.