Calidad y satisfacción en el servicio de urgencias hospitalarias: análisis de un hospital de la zona centro de Portugal

• Autores: Sandra Maria Correia Loureiro, Francisco Javier Miranda González
• Localización: Investigaciones europeas de dirección y economía de la empresa, ISSN 1135-2523, Vol. 16, Nº 2, 2010, págs. 27-41
• Idioma: español
• DOI: 10.1016/s1135-2523(12)60110-5
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• Dialnet Métricas: 10 Citas
• Resumen

  • La calidad en los servicios de salud ha sido discutida en varias organizaciones que se comprometen a desarrollar programas y acciones capaces de atender las expectativas de sus pacientes. El objetivo de este trabajo es analizar la relación entre las variables calidad, satisfacción, imagen, confianza y lealtad en el contexto de un servicio de urgencias hospitalarias de la Zona Centro de Portugal. Para ello, se aplicó la metodología de mínimos cuadrados parciales (PLS) a un modelo estructural construido con las variables indicadas. Los resultados permiten constatar que la imagen y reputación del servicio de urgencias no contribuye de forma significativa a incrementar la confianza en el servicio, ni para su recomendación a otras personas. Esta confianza se alcanza sobre todo por medio de la calidad percibida. La satisfacción del paciente sí que contribuye a incrementar la lealtad al centro. Además, la alta dirección del hospital debe concienciarse de la importancia de reducir los tiempos de espera, mejorar la organización del diagnóstico inicial de los pacientes y de mostrar una preocupación real con el bienestar de sus pacientes como única forma de lograr incrementar su nivel de satisfacción y la confianza en el servicio de urgencias.

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