Patient satisfaction at the Alfonso Villagómez Pediatric Hospital: An approach to the quality of health services in the hospitalization área
Abstract
The purpose of this research was to establish the components of hospital service quality that are linked to patient satisfaction. Twenty-eight structured surveys were administered to parents of hospitalized patients, selected through non-probability sampling. Essential aspects such as reliability, responsiveness, safety, empathy, and tangible elements were examined, assessed with Cronbach's alpha of 0.898 to ensure instrument consistency. The results showed a strong correlation between patient satisfaction and service quality, highlighting beneficial elements in staff empathy and treatment, adherence to schedules, and cleanliness of facilities. However, areas for improvement were identified in the adaptation of medical information and the reduction of waiting times. The study corroborates that effective and humane hospital care enhances the perception of service quality. It is advisable to enhance interaction with patients and improve time management to further increase satisfaction levels.
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