Satisfacción de los usuarios de un laboratorio clínico en un hospital de alta complejidad del norte de Perú, diciembre del 2021

User satisfaction of a clinical laboratory in a high complexity hospital in northern Peru, December 2021

Resumen

Introduction: Satisfaction is considered a valid and key indicator of quality in medical care, which describes
subjective dimensions of the patient's experience and whose relevance has increased over time. Objective:
To evaluate the satisfaction of users of a clinical laboratory in a high complexity hospital in northern Peru
during December 2021. Methodology: Descriptive, prospective cross-sectional study; instrument: a
SERQUAL model adapted by Yamil Adrián Guarín was used for use in clinical laboratories, which consisted of
20 items for perceptions and 20 items for expectations, each item had a value between 1 and 7. It was
considered that there was satisfaction if the difference between perceptions and expectations was equal to or
greater than zero Results: A total of 384 patients were surveyed, 49.08% were women; 60.9% had higher
technical training, and 13.54% secondary education. A satisfied percentage of 55.99% was obtained in the
tangibility dimension, while the satisfaction percentage was 59.64, 56.25, 53.39 and 59.38% in the reliability,
responsiveness, security and empathy dimensions, respectively. Conclusions: The satisfaction of clinical
laboratory users fluctuated between 50 and 60%, slightly lower than what is recommended by the Ministry of
Health.