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FACULTAD DE ENFERMERA
UNIDAD DE POSGRADO
TESIS
AUTORES:
ASESORA:
Lambayeque Per.
2017
NIVEL DE SATISFACCIN DEL USUARIO SOBRE LA CALIDAD DE
ATENCIN EN EL SERVICIO DE EMERGENCIA DEL HOSPITAL GENERAL
JAN, 2015.
PRESENTADO POR:
_________________________________ _________________________
Lic. Enf. Gustavo ngel Tapia Ramrez Lic. Enf. Bonifacio Guevara Requejo
Aprobado por:
______________________________
Dra. Tomasa Vallejos Sosa
Presidenta de jurado
______________________________
Mg. Doris Libertad Pais Lescano
Secretaria de jurado
______________________________
Mg. Ana Medalid Deza Navarrete
Vocal de jurado
_____________________________________
Dra. Sc. Mara Margarita Fanning Balarezo
Asesora de tesis
DEDICATORIA
personal.
Los autores.
AGRADECIMIENTO
investigadores.
manifiesto en las aulas enrumban a cada uno de los que participamos en esta
especialidad.
Los autores.
NDICE
CONTENIDO Pg.
DEDICATORIA
AGRADECIMIENTO
NDICE
RESUMEN
ABSTRACT
CAPTULO I: INTRODUCCIN 1
CAPTULO II: BASE TERICA CONCEPTUAL 11
2.1.-Antecedentes de investigacin................... 12
2.2.-Aspectos terico conceptual.. 16
ANEXOS:
Anexo 1Consentimiento informado. 54
Anexo 2 Cuestionario de satisfaccin de los usuarios. 55
Anexo 3 Tabla de Especificaciones. 57
RESUMEN
The user satisfaction is an important indicator to measure the quality of care, therefore,
this quantitative, descriptive study aimed to determine the level of user satisfaction on
the quality of care in the Emergency Service of the Jan General Hospital in December
Of 2015. The calculated sample was constituted by 181 users who met the eligibility
criteria; To whom they were questioned with the questionnaire Servqual. The results
show that (87.2%) of the users are dissatisfied with the quality of care: responsiveness
and empathy (97.8%), security (92.8%), reliability (77.8%), (68.3%). Dissatisfaction in
reliability is greater in the indicators referring to the lack of guidance and explanation
on the part of the staff on the procedures for emergency care (88.9%) and the Difficulty
in accessing the service (81.7%) In response capacity, (95%) considered that the care
was not individualized and (88.9%) that care in the admission module was not rapid.
With regard to security, (92.8%) are dissatisfied because during their care their privacy
was not respected. In the empathy dimension, (91.7%) of the users considered that
nursing professionals did not explain in simple terms the treatment they received, type
of medication, doses and adverse effects, nor the procedures performed (97.2%). Finally
in tangibility, (97.2%) are dissatisfied because the signaling is not adequate to guide the
patients and companions and (95.0%) because the service does not have enough staff to
inform and guide the patients and companions.