Quality of care and satisfaction in a laboratory service

Authors

Keywords:

quality of health care, patient satisfaction, clinical laboratory services.

Abstract

Introduction: The healthcare management seeks to guarantee effective care and efficient management, assesses care and satisfaction, which in turn have a close and complex relationship.
Objective: To estimate the association between the quality of care and the satisfaction of the external user of the clinical laboratory service.
Methods: Quantitative, correlational study, with a cross-sectional observational design. The population studied were users treated in the clinical laboratory service of a private hospital in Lima, Peru, to whom a self-developed questionnaire was applied on quality of care and another on user satisfaction adapted from the SERVPERF model. The information obtained was analyzed with the IBM SPSS Statistics 23.0 software and Spearman's correlation coefficient was applied for the hypothesis test.
Results: Of the 220 users surveyed, 69.1% rated the quality provided as high, in which the best rated dimension was human quality (71.8%); Likewise, 73.6% of the users stated that they were satisfied and within this, the dimensions with the greatest satisfaction were empathy (73.2%) and security (73.1%).
Conclusions: The quality of care and its dimensions that make it up are associated with user satisfaction.

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References

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Published

2023-10-19

How to Cite

1.
Huyhua-De la Cruz R, Valladares-Garrido MJ, Hernández-Yépez P, Pereira-Victorio CJ. Quality of care and satisfaction in a laboratory service. Rev Cubana Med Milit [Internet]. 2023 Oct. 19 [cited 2025 Apr. 19];52(4):e02303055. Available from: https://revmedmilitar.sld.cu/index.php/mil/article/view/3055

Issue

Vol. 52 No. 4 (2023): October - december

Section

Research Article

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