Outpatient perception of the quality of care of the medical services of the Puerto Santa Cruz hospital: an analysis of satisfaction and areas for improvement

This content has its origin in a study carried out in the hospital in the town of Puerto Santa Cruz of people who regularly request health services in the institution. The objective was to analyse and understand the perception of outpatients on the quality of care provided by the different hospital services they receive. The aim was to identify the degree of satisfaction and areas for improvement in order to optimise the healthcare services provided. The work methodology was based on an intervention with a quantitative approach in which the data were quantified for analysis. The sample included people who voluntarily chose to participate. An anonymous survey was applied as an instrument in physical and digital format to a total of 207 people. Also the statistical analysis was carried out using Excel 2020. Confidentiality aspects were taken into consideration. The results showed that the average age was 42.36 years. Another interesting aspect to highlight is that a high percentage obtained their appointment through the hospital counter or the WhatsApp application. In terms of patient satisfaction with the care received by the healthcare staff, a total of 82 people were fully satisfied, while 90 were partially satisfied and 31 were not satisfied. It can be concluded that the perception of the quality of care is generally satisfactory, although part of the sample expressed dissatisfaction with the way in which appointments are given. It can also be noted that it is necessary to improve the organisation of the appointment schedule in order to increase the portfolio. This will improve the satisfaction of patients receiving services and update the ways of working in order to improve the accessibility of services.