Satisfacción de los usuarios en la asignación de citas médicas general en el servicio de consulta externa de una IPS en Riohacha 2024-1
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Fecha
2024
Autores
Méndez Escallón, Liney
Flórez Curiel, Ana Karina
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
Introducción: Actualmente, la demanda por parte de la población de adecuados servicios de salud ha aumentado, por lo cual es fundamental para todas las IPS, garantizar que sus servicios estén disponibles, sean de calidad y que al momento de asignar las citas por medicina general se realice de forma eficiente. Para valorar estos aspectos usualmente se suele utilizar la medida relacionada con la satisfacción del paciente en la asignación de citas médicas, ya que influye en la percepción de calidad del servicio. Poder valorar este aspecto es de fundamental importancia para el mejoramiento en los procesos de calidad de toda institución.
Objetivo: Esta investigación tuvo como objetivo principal poder determinar la satisfacción de los usuarios en la asignación de citas médicas general en el servicio de consulta externa de una IPS en Riohacha 2024-1
Metodología: Esta investigación es de tipo cuantitativo de corte transversal, con una ocurrencia retrospectiva, donde se recolectan datos estadísticos de las asignaciones de citas de medicina general de una IPSI en Riohacha en el periodo comprendido entre abril a junio del año 2024. Se tomó como población de estudio, a todos los usuarios asistentes a la IPSI que cumplieron los criterios de inclusión, para la determinación de la muestra se optó por un muestreo no probabilístico intencionado. Resultados: En cuanto a los resultados más importantes que se lograron evidenciar en lo que respecta con el día de asignación se obtuvo un porcentaje del 90.60% que corresponde a un periodo de 1 a 3 días, en el aspecto de solicitud en plazo diferente el 71.30% de los encuestados manifestaron que no solicitó la cita en un plazo diferente, de igual manera que el 81.90% de los encuestados refirió estar satisfecho con la fecha de asignación de la cita, como también que el
91.30% de los usuarios opinaron estar muy satisfechos con el tiempo de asignación de la cita con el medico general.
Introduction: At present, the demand by the population for adequate health services has increased, so it is essential for all health care institutions or IPS, to ensure that their services are available, are of quality and that the allocation of medical appointments is carried out efficiently. To assess these aspects, the measure related to patient satisfaction in the assignment of medical appointments is usually used, since it influences the perception of the quality of the service. Being able to assess this aspect is of fundamental importance for the improvement of the quality processes of any institution. Objective: The main objective of this research was to determine user satisfaction in the assignment of general medical appointments in the outpatient service of an IPS in Riohacha 2024-1. Methodology: This is a quantitative cross-sectional research, with a retrospective occurrence, where statistical data are collected on the assignment of general medicine appointments of an IPSI in Riohacha in the period from April to June 2024. The study population was taken as all users attending the IPSI who met the inclusion criteria, for the determination of the sample a non-probabilistic purposive sampling was chosen. Results: As for the most important results that could be evidenced regarding the day of assignment, a percentage of 90.60% was obtained, which corresponds to a period of 1 to 3 days, in the aspect of requesting the appointment in a different period 71.30% of the respondents stated that they did not request the appointment in a different period, in the same way that 81.90% of the respondents said they were satisfied with the date of appointment assignment, as well as 91.30% of the users said they were very satisfied with the time of appointment assignment with the general practitioner.
Introduction: At present, the demand by the population for adequate health services has increased, so it is essential for all health care institutions or IPS, to ensure that their services are available, are of quality and that the allocation of medical appointments is carried out efficiently. To assess these aspects, the measure related to patient satisfaction in the assignment of medical appointments is usually used, since it influences the perception of the quality of the service. Being able to assess this aspect is of fundamental importance for the improvement of the quality processes of any institution. Objective: The main objective of this research was to determine user satisfaction in the assignment of general medical appointments in the outpatient service of an IPS in Riohacha 2024-1. Methodology: This is a quantitative cross-sectional research, with a retrospective occurrence, where statistical data are collected on the assignment of general medicine appointments of an IPSI in Riohacha in the period from April to June 2024. The study population was taken as all users attending the IPSI who met the inclusion criteria, for the determination of the sample a non-probabilistic purposive sampling was chosen. Results: As for the most important results that could be evidenced regarding the day of assignment, a percentage of 90.60% was obtained, which corresponds to a period of 1 to 3 days, in the aspect of requesting the appointment in a different period 71.30% of the respondents stated that they did not request the appointment in a different period, in the same way that 81.90% of the respondents said they were satisfied with the date of appointment assignment, as well as 91.30% of the users said they were very satisfied with the time of appointment assignment with the general practitioner.
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Palabras clave
Satisfacción del usuario, Medicina general, Consulta externa
