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Cite as: Richard J. Febres-Ramos, Miguel R. Mercado-Rey. Patient satisfaction and quality of care of the internal medicine service of Hospital Daniel Alcides Carrión. Huancayo Peru. Rev. Fac. Med. Hum. July 2020; 20(3):397-403. DOI 10.25176/RFMH.v20i3.3123 ABSTRACT Introduction: Patient satisfaction is an indicator of the quality of care provided in health services. Knowing the level of satisfaction will improve deficiencies and reaffirm strengths to develop a health system that provides the quality care that patients demand. Objective: To determine the satisfaction of the quality of service of patients of external Internal Medicine consultation of Hospital Daniel Alcides Carrión Huancayo, from July to November 2016. Methods: Observational, descriptive, cross-sectional study. The sample consisted of 292 patients. The quality of service in the health system according to patient satisfaction was measured using the standardized SERVQUAL questionnaire. Results: 57% of the sample was female, the ages of the participants ranged from 36 to 45 years. Similarly, 36% of users had complete secondary education and 63% were continuing patients. Overall satisfaction was 60.3%. The percentage values depended on the dimensions of safety and empathy with 86.8% and 80.3% satisfaction, respectively. The highest level of dissatisfaction was obtained by the dimension of tangible aspects with 57.1% of dissatisfied users, followed by the dimension of responsiveness of health services with 55.5% of dissatisfaction. Conclusions: the health system must implement strategies to improve care services to provide timely and quality care to users.

Patient satisfaction and quality of care of the internal medicine service of Hospital Daniel Alcides Carrión. Huancayo - Perú