Publicación:

Calidad en la atención odontológica percibida por los usuarios de la clínica salud vital I.P.S.

Resumen

The general objective of this research project was to determine the perception that users have about the quality of care in the dentistry service of Clínica Salud Vital I.P.S. It was a descriptive research, with a cross-sectional design, the sample was made up of 40 users, who participated voluntarily, the SERVQUAL questionnaire was applied, where five dimensions are proposed for the collection of information, it is determined by the difference between the expected by the user and what is actually received. For the analysis of the results, descriptive statistics were used, through figures in percentages, where a satisfaction rating for the tangible dimensions of 70% is appreciated, security with a valuation of 75%, empathy 71% where only 22% of users feel satisfied in relation to the solution to complaints and claims, the response capacity 73% and lastly the reliability with 70%. It was concluded that the main strengths are in the dimensions of security and responsiveness, the most dissatisfied users are found in the dimensions of tangible and reliability.