Quality of Care Perceived by Users of a Gyneco- Obstetric Hospital of Mexico City

Abstract

Introduction. The evaluation of the quality of care and the perception that users and family members have of it is essential for strategic hospital management. Therefore, it must be taken into account by the leaders of health institutions. Objective. To identify user perception about the quality of service provided in the Outpatient Care Service of the Women’s Hospital of Mexico City. Methodology. A descriptive and cross-sectional study conducted during the period from March 1 st to 31 st 2019. Results. 146 users were included. 88.3% were patients of different public insurances. Of these, 33.7% perceived the attention received as regular and 74.7% referred to it as dignified and respectful. The attention was perceived as effective by 53.4%, but 32.9% considered the appointment system deficient. The hospital infrastructure was perceived as regular among 46.6% of users. 76.0% felt the service could be improved if para-clinical studies and drugs were available in the hospital. The main perception of poor service were prolonged waiting times in up to 35.6% of the users surveyed. Conclusions. The evaluation of the perception of the user is fundamental for the strategic hospital planning and the implementation of a total quality system in health management.