Perceived quality of care and degree of satisfaction of the users of the Centro de Salud Nobol during the COVID-19 pandemic from April to June 2020.

Abstract

Perceived quality is the quality that the user believes the service offered has. It consists of one of the approaches in which an analysis of the quality of care of an establishment can be carried out.

OBJECTIVE: To analyze the perceived quality of care and degree of satisfaction of the users of the Centro de Salud de Nobol during the COVID-19 pandemic.

METHOD: This study has a quantitative, observational, prospective, and cross-sectional approach. The results were obtained through satisfaction surveys carried out to users of the Centro de Salud de Nobol during the months of April, May, and June of the year 2020.

RESULTS: 203 surveys were analyzed. Overall satisfaction was 60.09%. Reliability satisfaction of 58.4%, response capacity of 58.1%, security of 71.3%, empathy of 72.9% and tangible aspects of 85.7% were obtained. Associations were found between satisfaction in safety (p = 0.018), empathy (p = 0.002) and tangible aspects (p = 0.001) with the level of instruction of the users. An association was found between user satisfaction and their condition (new or subsequent patient) in the dimensions: reliability (p = 0.001) and safety (p = 0.001).

CONCLUSION: Centro de Salud de Nobol reaches the expectation in the percentage of user satisfaction, which is greater than 60%.