Satisfaction of users with HIV receiving anti-retroviral therapy

Abstract

This research, with a simple descriptive design, aimed to determine the level of satisfaction of users with HIV in the Hospital de Alta Complejidad Virgen de La Puerta-2017, by analyzing the information collected through a questionnaire about quality of service (SERVQUAL). In addition, it was carried out in a sample population of 152 users belonging to the "TARGA" program of the aforementioned hospital. The projective hypothesis was not verified since the level of satisfaction of these patients is not greater than 70%, but on the contrary, it was found that the predominant value is an average level higher than 66.4%. On the other hand, it was found that the level of satisfaction is regular with approximately 50% in three of its aspects and, in two aspects, it exceeds 50%. In the dimension of tangible aspects, 48.7% of medium level was found. In reliability, 56.6% was found with a high level of satisfaction. In terms of response capacity, 49.3% represents a medium level. In security, 49.3% of satisfaction was found and, finally, in the dimension of empathy, an acceptance of 63.8% of quality of service was found. It was concluded that the level of satisfaction in the quality of service of these patients is acceptable in a medium level.