Jinez JHE, Rojas NA, Valdés RYC, Marcel EA

Language: Spanish
References: 10
Page: 50-55
PDF size: 288.35 Kb.

ABSTRACT

The evaluation criteria reflect external user satisfaction with the quality and reliability of the tests performed in the clinical laboratory, and they are also an important source of information for improving the quality management program of this health service. Anonymous surveys are one of the most frequently used method to assess the user satisfaction of a service. Objective: To evaluate the level of satisfaction with the quality of service provided to external users by the Clinical Laboratory «Dayana». Method: Qualitative and quantitative, observational, cross-sectional study, through anonymous surveys to 351 patients, 15 medical regular users and 22 patients from the Ecuadorian Social Security Institute, July-August 2013. The surveys included three questions concerning the quality of care by staff, reliability and delivery of results. Descriptive percentage analysis of the results was performed and the correlation between the scores of both types of users about quality of care was determined by Pearson correlation coefficient. Results: The quality of care had a mean of 291 ± 16.27 of very good (VG) and 75.5 ± 15.25 good (G) showed a positive perfect correlation between the levels of satisfaction among frequent users. Delivering results was evaluated by 288 VG (79%) and G 76 (21%) of regular users. As for the reasons for attending this lab, regular users chose first reliability and second competitive rates. IESS patients rate the care, 82% of VG and 18% G; VG 100% information and 77% of VG and 14% G the overall quality of service. Conclusion: The satisfaction expressed by users indicates the quality of health services of «Dayana» Clinical Laboratory during the study phase.

REFERENCES

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