Publicación:

Evaluación comparativa de dos momentos de medición de satisfacción del usuario en la unidad de urgencias del Hospital Universitario Hernando Moncaleano en el tercer trimestre de 2014

Resumen

The emergency service of the Hernando Moncaleano Perdomo University Hospital cares for the population from different municipalities and neighboring departments, assisting people with different socio-economic and cultural conditions but predominantly the population of low socioeconomic status, the greatest strength of the service being trauma care. During the attention in this service, difficulties are encountered that are presumed to cause dissatisfaction in the user and that is how complaints are received about the attention in the service, without However, the measurement of user satisfaction according to the survey of the last year in the emergency department is 90%. The present study analyzes the difference in the results in the measurement of user satisfaction of the E.S.E Emergency service. Hernando Moncaleano Perdomo University Hospital, at two different times, one when applying the survey by telephone and the other when applying the survey during the discharge process. Methodology: Cross-sectional observational study, 270 face-to-face and 279 telephone surveys were applied during the third quarter of 2014, the data tabulated by the 2 surveys were compared to identify a statistically significant difference with the Chi-square test. Results: a significant difference was found between the results of the 2 surveys regarding the variables of satisfaction with toilet and the number of complaints registered in the observations at the end of the survey. Conclusions: The telephone survey provides more data that characterizes the patient, saves application time and allows the user to feel more free to express themselves, yielding more coherent results and tools that will allow the improvement of the service provided by the institution.