Quality of service and level of satisfaction of external users of the dental clinic of the Technological University of los Andes
Article Sidebar
Main Article Content
Abstract
The quality of attention to the external user, is a management philosophy, focused on the satisfaction of the users and therefore on the continuous and permanent improvement of the services that are provided, for this reason the objective of this study was to determine the quality of service and level of satisfaction of external users of the dental clinic of the Technological University of the Andes; This study had a non-experimental and cross-sectional design, with an exploratory-descriptive level; the sample was represented by 95 external users, where checklists were used as data collection instruments and the SERVQHOS survey. The perception of quality of the dental clinic was regular (62.5%), 25% perceived it as good and 12.5%, poor quality; the patients stated that they were satisfied in 62.5%. It was concluded that the quality of the service in the clinic was regular, and the level of satisfaction was good; In addition, it complied with both the basic regulatory requirements on infrastructure and equipment according to a health establishment relevant to level I-3, as well as the technical standards for biosafety and protection barriers.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Al Fraihi, K., & Latif, S. (2016). Evaluation of outpatient service quality in Eastern Saudi Arabia. Patient’s expectations and perceptions. Saudi Medical Journal, 37(4):420-8. doi: 10.15537/smj.2016.4.14835.
Amaral, J., Vasconcelos, M., Gomes, V., Werneck, M., Gaspar, G., Lopes, A., Lopes, E., & Ferreira, R. (2022). User satisfaction with the secondary dental care services: Is there an association between structure and work process? Community Dentistry and Oral Epidemiology, 50:27-37. DOI: 10.1111/cdoe.12716.
Boada, A., Barbosa, A., & Cobo, E. (2019). Percepción de los usuarios frente a la calidad de atención en salud del servicio de consulta externa según el modelo SERVQUAL. Revista de Investigación en Salud Universidad de Boyacá, 6(1):55-71. https://revistasdigitales.uniboyaca.edu.co/index.php/rs/article/view/408.
Castro, E. (2020). Confiabilidad y validez de la escala SERVQHOS modificada para pacientes con tratamiento renal sustitutivo. Revista de Enfermería del Instituto Mexicano del Seguro Social, 28(3):200-210. http://revistaenfermeria. imss.gob.mx/.
Fabian, A., Podestá, L., & Ruiz, R. (2022). Calidad de atención y satisfacción del paciente atendido en una cadena de clínicas odontológicas. Lima-Perú, 2019-2020. Horizonte Médico, 22(1): e1589. https://dialnet.unirioja.es/servlet/articulo?codigo=8386415.
Fuentes Rivera, E. (2019). Calidad de atención odontológica y satisfacción del usuario de la posta de San Bartolomé en el año 2017. [Tesis de Maestría, Universidad Nacional Faustino Sánchez]. https://repositorio.unjfsc.edu.pe/bitstream/handle/20.500.14067/3659/TESIS%20EDUARDO%20fuentesrivera%20rojas.pdf?sequence=1&isAllowed=y.
Henao, D., Giraldo, A., Yepes., C. (2018). Instrumentos para evaluar la calidad percibida por los usuarios en los servicios de salud. Revista Gerencia y Políticas de Salud, 17(34). DOI: https://doi.org/10.11144/Javeriana.rgps17-34.iecp.
Hunt, R. & Ojha, D. (2017). Oral Health Care Quality Measurement and Its Role in Dental Education, Journal of Dental Education, 81(12), 1395–1404. doi: 10.21815/jde.017.099.
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. (2019). Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator. International Journal of Environmental Research and Public Health, 6(18):3318. doi: 10.3390/ijerph16183318.
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261-269. https://doi.org/10.1016/j.jretconser.2016.10.011.
Mendoza, N., & Placencia, M. (2020) Nivel de satisfacción en pacientes del servicio de oftalmología de un hospital de nivel II en los años 2014 y 2018, y su relación con calidad global. Acta Médica Peruana, 37(1):19-26. doi: https://doi.org/10.35663/amp.2020.371.964.
Ministerio de Salud (2015). Norma Técnica de Salud N° 113. MINSA-DGIEM -V.01 Infraestructura y equipamientos de los establecimientos de Salud del primer nivel de atención. http://bvs.minsa.gob.pe/local/minsa/3366.pdf.
Numpaque, A., & Rocha, A. Modelos SERVQUAL y SERVQHOS para la evaluación de calidad de los servicios de salud. (2016). Revista de la Facultad de Medicina, 64 (4): 715-20. DOI: http://dx.doi.org/10.15446/revfacmed.v64n4.54839.
Rai, N., Tyrrell, H., Carey, C., & Tiwari, T. (2019). Patient perceptions in quality of care: report from university veterans clinic. BMC Oral Health, 19:268. https://doi.org/10.1186/s12903-019-0971-6.
Righolt, A., Sidorenkov, G., Faggion, C., Listl, S., Duijster, D. (2019). Quality measures for dental care: A systematic review. Community Dentistry and Oral Epidemiology, 47(1):12-23. doi: 10.1111/cdoe.12429.
Marín, C., Rivera, L., Fernández, P., Macías, N., Cañarte, J. (2019). Calidad del servicio de enfermería en la Fundación Cottolengo: Análisis con instrumento “Servqhos-E” Polo del Conocimiento, 4 (5): 204-247. DOI: 10.23857/pc.v4i5.972.
Pisón, E., & Díaz, P. (2018). Valoración de la satisfacción de los pacientes ingresados en Otorrinolaringología mediante la escala SERVQHOS. Revista ORL, 10(2), 91–101. https://doi.org/10.14201/orl.19038.
Scalzo, M., Matta, A., Abreu, M., & Martins, R. (2021). Structural characteristics of oral health services in Brazilian Primary Health Care. Brazilian Oral Research, 12, 35:e023. doi: 10.1590/1807-3107bor-2021.vol35.0023.