Análisis estadístico mediante teoría de colas para determinar el nivel de satisfacción del paciente atendido en el Departamento de Admisiones del Hospital Provincial General Docente de Riobamba

Abstract

The objective of this research is to implement a nonparametric statistical analysis and a study of Waiting Models to identify the level of patient satisfaction in the Admissions Department of the Provincial General Teaching Hospital in the city of Riobamba. The methodologies used were: analytical, descriptive, cross-sectional and retrospective. The data were collected by means of surveys and time sheets created in Microsoft Excel software, obtaining 964 patients to infer by means of descriptive and inferential statistics. The statistical evaluations determine that: there is a "Moderate" rating with 31% of satisfaction when the patient is attended, 28% say that the attention is "Good" and only 8% determine that it is "Very Good". Non-parametric exposure contributed to decision making through the "Androcentrism" hypothesis, which is the conscious or unconscious practice of giving people a central position in their own vision of the world, with an effectiveness of 97% and an error of 3%. The Queuing Models study allowed observing that the M/M/1 pattern should be replaced by M/M/2 with 100% credibility. It allowed concluding that: the appropriate model is of two servers at the counter to fairly overcome the satisfaction rating and contribute to the Good Living Development Plan. This research work is recommended to the Hospital Provincial General Docente de Riobamba in estimating the Queue Model to two servers in order to overcome the qualification obtained in quality service and attention provided in the Admissions Department.