Evaluation of the Satisfaction with the Healthcare Services Provided in First-Level Units

Abstract

Introduction: Quality of health services provision at the first level of care is one of the priorities set by health authorities worldwide. The goal is to provide service with quality and warmth.

Objective: To evaluate the satisfaction of users and providers regarding the health services provided at first-level healthcare units in Riobamba City, Chimborazo Province, Ecuador.

Methods: A basic and nonexperimental research with a descriptive and explanatory approach was carried out. The sample consisted of a total of 427 users and 113 healthcare providers, to whom a questionnaire was applied in order to determine their level of satisfaction.

Results: The average age of the users was 48.57 years, with a predominance of women (67.45 %), low economic level (67.68 %) and workers (34.66 %). Regarding the providers, the average age was 36.18 years, with a predominance of women (71.68 %) and service personnel (33.63 %). User satisfaction was fair in tangibility (mean of 3.25) and guarantee (3.00), while being low in responsiveness (2.75), reliability (2.60) and empathy (2.60). User satisfaction was fair in customer-focused organization (3.38) and process focus (3.05), while being low in communication (2.90), leadership (2.84) and continuous improvement (2.63).

Conclusions: The level of satisfaction of the identified users and providers can be considered low. This result shows the need to identify the factors that are affecting the quality of service negatively.