Research Article
Volume 3 Issue 3 - 2021
Quality of Service in Patients in a Family Medicine Unit
Diana Kabada-Troitiño1, Laura Miriam Perez-Flores1, María del Rosario Calderón Gonzalez3, Gerardo Muñoz-Cortés1* and Rosalba Orozco Sandoval3
1Health Education and Research Department, Family Medicine Unit No. 80, Mexican Institute of Social Security, Morelia, Michoacan, Mexico
2Administration Department, Family Medicine Unit No. 80, Mexican Institute of Social Security, Morelia, Michoacan, Mexico
3Health Education and Research Department, Family Medicine Unit No. 51, Mexican Institute of Social Security, Guadalajara Jalisco, Mexico
*Corresponding Author: Gerardo Muñoz Cortés, Health Education and Research Department, Family Medicine Unit No. 80, Mexican Institute of Social Security, Morelia, Michoacan, Mexico.
Received: September 01, 2020; Published: March 30, 2021




Abstract

Background: Care in health institutions is done by taking the well-being of the patient as a priority. Family Medicine Unit No. 80 (FMU 80) provides a portfolio of primary care services, where the quality of care reflects the institute's commitment to its patients through the trained and resolute staff. The SERVQUAL survey allows you to measure the quality of health services.

Objective: To evaluate the quality of service obtained by patients of FMU 80.

Materials and Methods: Observational, transversal, descriptive study, in patients of the Mexican Institute of Social Security, attached to FMU 80, 18 years and older, who attended this Medical Unit. The SERVQUAL survey was applied, which measures the domains of: tangibility (installation and personal appearance), reliability (the ability of the staff to provide service), responsiveness (availability of personnel to help), security (transmission, trust and credibility) and empathy (personalized attention, flexible schedules) and was applied in places such as waiting room, pharmacy, x-ray or clinical analysis laboratory, in the period of November 2019 to March 2020. The data will be presented in frequencies (%) and mean with its standard deviation, for association square chi. R-2018-1602-040.

Results: 187 patients, 62.6% females, with an average age of 40 ± 10 years, 57.2% married, 64.2% employees, 48.1% basic schooling, were included. The quality of satisfaction in general was: 50.8% as expected 43.9% and dissatisfied 5.3%. Tangibility 74.1%, reliability 89.8%, responsiveness 95.4%, safety 92.6% and empathy 90.4%.

Conclusion: The quality of service perceived by patients is that they are mostly satisfied.

 

Keywords: Quality; Tangibility; Reliability; Responsiveness; Satisfied; Empathy

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Citation: Gerardo Muñoz-Cortés., et al. “Quality of Service in Patients in a Family Medicine Unit”. EC Nursing and Healthcare 3.4 (2021): 95-104.

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