User satisfaction in public hospitals: experience of the «Cero Colas» («Zero queues») plan in Ica, Peru

Authors

  • Bladimir Becerra-Canales Dirección Regional de Salud. Ica, Perú. Universidad Autónoma de Ica. Ica, Perú. Cirujano dentista, doctor en Salud Pública
  • Angela Condori-Becerra Superintendencia Nacional de Salud. Lima, Perú. cirujano dentista

DOI:

https://doi.org/10.17843/rpmesp.2019.364.4299

Keywords:

Patient satisfaction, Quality of health care, Ambulatory care, Health surveys, Peru

Abstract

In order to know the level of satisfaction of users from outpatient clinics in four public hospitals in the Ica region after the implementation of the "Zero Queues" plan, 1,067 users were surveyed by using an instrument that inquired about general characteristics, service qualification, and overall satisfaction. A global satisfaction level "very satisfied/satisfied" of 72.5% was found in the Support Hospital of Nazca; 70.6% in Hospital Santa María del Socorro of Ica; 72.1% in the Regional Hospital of Ica, and 73.7% in Hospital San Juan de Dios of Pisco. It is concluded that the implementation of the "Zero Queues" plan improved overall satisfaction, courteous treatment, compliance with health care hours, and the clarity and information provided above the expected standard.

Downloads

Download data is not yet available.

Published

2019-12-03

Issue

Section

Brief Report

How to Cite

1.
Becerra-Canales B, Condori-Becerra A. User satisfaction in public hospitals: experience of the «Cero Colas» («Zero queues») plan in Ica, Peru. Rev Peru Med Exp Salud Publica [Internet]. 2019 Dec. 3 [cited 2024 Apr. 21];36(4):658-63. Available from: https://rpmesp.ins.gob.pe/index.php/rpmesp/article/view/4299

Most read articles by the same author(s)

1 2 3 4 5 6 7 8 9 10 > >>