Quality of care in the EsSalud emergency service, northern Region, Peru

Abstract

This study explores the user's quality of medical attention. The aim was to analyze the quality-of-care indicators in the EsSalud emergency service of the hospitals of the Lambayeque Juan Aita Valle Healthcare Network, according to the perceptions and expectations of the patients. The research has a descriptive, correlational, cross-sectional design, which includes the description, registration, analysis, and interpretation of the current nature of the quality of emergency medical care in the selected hospital institutions. The population is represented by patients who attended the emergency department of the hospital institution's understudy for one month. The sample was obtained using a simple random system. The technique used was the application of Servqual Quality of Emergency Care questionnaire. The instrument consisted of three parts, General Data, Expectations of the External User, and Perceptions of the External User. All statistical tests were processed using SPSS v.25 through the T-test of means. Higher customer dissatisfaction was revealed with regard to intangibility, lack of security, lack of reliability, and lack of empathy towards the user. User expectations and perceptions regarding the health service quality are also marked by dissatisfaction and great dissatisfaction.