La satisfacción de los usuarios afiliados al sistema de salud en la ciudad de Ibagué, Colombia

Abstract

This paper presents an analysis on the perception of health service users in Ibague, Colombia. The theoretical framework is built based on the theory of systems and postulates about quality and service. The study is descriptive with quantitative approach. The population is constituted up of all members of the health system in the city and the sample corresponds to 384 users. The level of confidence for the sample is 95% and the margin of error is 5%. The primary information is obtained through a survey that contains 5 variables: communication, opportunity, professionalism, infrastructure and efficiency. The results show that 44.5% of users are satisfied with health services and 29% are dissatisfied. Finally, it is concludes that the main failures that users perceive are in communication, infrastructure,humanization and waiting time.