Publicación:

Percepción de los usuarios sobre la calidad de la atención médica recibida en el servicio de urgencias de Clínica de la Mujer en el Distrito de Santa Marta

Resumen

Describing the user's perception in the emergency department is a highly complex task considering that it depends on multiple variables, such as the resolution of the problems, the result of the care according to their expectations, the personal treatment they receive, and the degree of opportunity and kindness with which it is attended. In this sense the present study is developed, which has how to describe the perception of the users of the Emergency Service of the Women's Clinic on the Quality of the Medical Attention received. A descriptive study was carried out. The type of study was descriptive, as a non-experimental and transectional design. The sample consisted of 354 users who received attention in the emergency service. The instrument used to collect the information was a survey. The study allowed to determine that the level of perception of the users, compared to the quality of care provided by the emergency personnel, is in total satisfaction with the medical and nursing staff and dissatisfied by the billing staff. The result is similar to other studies performed in different emergency services. Guidelines and strategies aimed at improving the provision of quality service and recommendations to the directives and administrative staff of the Santa Marta Women's Clinic are presented for its implementation. We conclude that knowing the perception of quality of care allows us to evaluate health services, meet the needs of patients and stimulate the quality of care provided by emergency personnel.