Estrategias para mejorar la satisfacción y atención del servicio de emergencia del Hospital Provincial General Docente de Riobamba.

Abstract

The objective of this wok consisted of designing strategies focused on the improvement of service quality to increase the user satisfaction of the Emergency Service of General Teaching Province Hospital of Riobamba. The provision of the hospital services are deficient both in service quality and the lack of speed in the attention. To analyze the relationship between each established variables questionnaires were applied to a representative sample of 226 patients who used this service The relation between the service quality and the image with satisfaction and loyalty was determined through a simple correlation analysis. The dispersion between the quality and satisfaction variables permits to corroborate the results: thus, it is possible to observe an evident tendency of the data and their correlation. The determination coefficient R2 equals to 0.581, ie. the 58.1 0 of the variation of the satisfaction variable explained by the quality variable. This permits to accept all the proposed hypothesis concluding that there are significant relationships between all the variables. Communication between the nursery staff and the patients meaning that it is the best tool to identify and understand the user needs so as to measure the patient satisfaction in front of the received attention.