Percepción de los pacientes sobre la calidad del servicio de hospitalización en una Clínica de 4to nivel de Barranquilla (Atl, Col) entre julio-octubre de 2017
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Fecha
2018
Autores
Burgos De Moya, Luis Alberto
Fernández Pedroza, Gloria María
Orozco Castro, María Mónica
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Ediciones Universidad Simón Bolívar
Facultad de Ciencias de la Salud
Facultad de Ciencias de la Salud
Resumen
Desde ia aparición de la ley 100 el Sistema General de Seguridad Social en Salud o SGSSS, se trata en Colombia el tema de la calidad en salud, como un objetivo en común para todo aquel ente que intervenga en los procesos de prestación de servicios. El objetivo de este estudio es dar a conocer las percepciones de los usuarios relacionadas con la calidad de la atención, en una institución prestadora de servicios de salud, mediante la aplicación una encuesta validada (PECASUSS). Materiales y métodos: Se realizó un estudio observacional, descriptivo, transversal, retrospectivo. Resultados: El 62,8% de los usuarios pertenecía al régimen contributivo. El trámite para la atención fue considerado sencillo por el 94,2%. El 82,6% consideró que el tramite de atención fue sencillo , La percepción en cuanto a la solución de la necesidad de salud, se consideró buena por el 82,6% El 97,7% manifestó que volvería a recibir la atención en la institución. Conclusiones: El nivel de educación y la infraestructura física son factores predictivo en la evaluación de los parámetros de calidad, sin embargo a medida que los procesos administrativos se desarrollen de forma mas amigable, sencilla, rápida la percepción de la calidad de estos procesos en los usuarios mejora considerablemente.
Since the appearance of Law 100 the General System of Social Security in Health or SGSSS, the issue of quality in health is addressed in Colombia, as a common goal for all those entities that intervene in the processes of service provision. The end point primary of this study is to make known the perceptions of users related to the quality of care, in a health service provider institution, through the application of a validated survey (PECASUSS). Materials and methods: An observational, descriptive, cross-sectional, retrospective study was carried out. Results: 62.8% of the users belonged to the contributory regime. The procedure for the attention was considered simple by 94.2%. 82.6% considered that the care procedure was simple. The perception regarding the solution of the need for health was considered good by 82.6%. 97.7% said that they would receive care in the institution. Conclusions: The level of education and the physical infrastructure are predictive factors in the evaluation of quality parameters, however, as the administrative processes are developed in a friendlier, simpler, faster way, the perception of the quality of these processes in the users improves considerably.
Since the appearance of Law 100 the General System of Social Security in Health or SGSSS, the issue of quality in health is addressed in Colombia, as a common goal for all those entities that intervene in the processes of service provision. The end point primary of this study is to make known the perceptions of users related to the quality of care, in a health service provider institution, through the application of a validated survey (PECASUSS). Materials and methods: An observational, descriptive, cross-sectional, retrospective study was carried out. Results: 62.8% of the users belonged to the contributory regime. The procedure for the attention was considered simple by 94.2%. 82.6% considered that the care procedure was simple. The perception regarding the solution of the need for health was considered good by 82.6%. 97.7% said that they would receive care in the institution. Conclusions: The level of education and the physical infrastructure are predictive factors in the evaluation of quality parameters, however, as the administrative processes are developed in a friendlier, simpler, faster way, the perception of the quality of these processes in the users improves considerably.
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Palabras clave
Percepción de la calidad, PECASUSS, Atención en salud, Perception of quality, Health care
