QUALITY OF PATIENT CARE AND SATISFACTION WITH THE PRIMARY CARE SERVICE

Abstract

To demonstrate the association between the quality of patient care and user satisfaction in primary care
services. Material and Method: Cross-sectional, multicenter study, carried out from September to December
2023. A total of 1.246 outpatients from primary care centers in Ica-Peru participated. The modified SERVQUAL
instrument was applied. The dependent variable was user dissatisfaction, and the independent variable was poor quality of treatment. The inferential binary logistic regression test confirmed the association between the variables. Results: The difference between perceptions and expectations was negative in 10 items (45.4%) of the
instrument. User dissatisfaction was expressed by 59.3% of the participants. Likewise in the reliability dimension (57.9%); responsiveness (62.9%); safety (57%); empathy (54.3%) and tangible aspects (65%). 93.3% who perceive poor quality treatment are dissatisfied with the care received. Conclusions: Poor quality of patient treatment increases user dissatisfaction in primary care services. There is an urgent need to strengthen the implementation
of the health quality management system within health organizations