The external user satisfaction in waiting time in the hospital general IESS emergency service Milagro - Ecuador

Abstract

Introduction: At present, emergency services in patients tend to have problems accessing medical care in different areas of the hospital, becoming a public health problem. Objective: To determine the level of satisfaction of the external user in waiting time in the attention of the emergency service of the General Hospital IESS Milagro. Method: The research design was quantitative, descriptive of a cross-sectional cohort. The population was all the patients who attended the emergency in the period September 2019, taking a sample of 170 patients. The survey was selected as a technique and a questionnaire with 15 questions validated by health expert judgments was developed as an instrument, verifying validity, relevance and coherence. Results: Older age range between 40 to 49 years (38.8%), male sex (70%), day of the week they frequently attend; Monday (33.5%), Evaluation of medical personnel; Good (47.6%), Understanding of the explanation provided by the doctor; Yes (84.7%), Performing a physical examination; Yes (72.4%), understanding of the explanation provided by the nursing staff; Yes (87.1%), Evaluation of the nursing staff; Good (55.5%), Evaluation of the administrative staff; Good (60.6%), I treat with kindness and patience; Yes (88.2%), Bracelet assigned; Blue (64.7%), Waiting time; 30 to 60 min (25.3%), Explanation of the route to follow; Always (82.4%), Orientation signage; Sometimes (37.6%), Personnel to guide in emergency services; Never (62.4%). Conclusion. High levels of dissatisfaction were found in signage and orientation in emergency services. However, the waiting time for the users served was considerable.