Level of satisfaction of the external user hospitalized in the Internal Medicine Service of the Regional Hospital of Cajamarca. Perú, 2019

Abstract

Objective: To determine the level of satisfaction of the external users hospitalized in the Internal Medicine Service of the Teaching Regional Hospital of Cajamarca in Perú during the period from January to February 2019. Material and Methods: A descriptive study was conducted in 118 hospitalized external users. The instrument used was SERVQUAL. Results: The average age was 41,37 years, mostly women and with secondary studies. The results obtained on user satisfaction level were: in the reliability dimension 45,9 %; in the response capacity dimension, 44,9%; in the security dimension, 49,4 %; in the empathy dimension, 57,5 % and in the tangible aspects dimension, 51,1%. There was an overall satisfaction of 49,9 %, implying that the response that external users have regarding the level of satisfaction is in process (40 – 60 %). Conclusion: The satisfaction of external users hospitalized in the Internal Medicine Service of the Teaching Regional Hospital of Cajamarca during the months of January and February of the year 2019 is in process.