Archives of Medicine

  • ISSN: 1989-5216
  • Journal h-index: 17
  • Journal CiteScore: 4.25
  • Journal Impact Factor: 3.58
  • Average acceptance to publication time (5-7 days)
  • Average article processing time (30-45 days) Less than 5 volumes 30 days
    8 - 9 volumes 40 days
    10 and more volumes 45 days
Awards Nomination 20+ Million Readerbase
Indexed In
  • Genamics JournalSeek
  • China National Knowledge Infrastructure (CNKI)
  • Directory of Research Journal Indexing (DRJI)
  • OCLC- WorldCat
  • Proquest Summons
  • Publons
  • Geneva Foundation for Medical Education and Research
  • Euro Pub
  • Google Scholar
  • Secret Search Engine Labs
Share This Page


Satisfaction of the External Client with the Provision of Health Services in the Emergency Area of a First Level Hospital of Complexity

Zamora SAM, Calderon MEG and Espitia OLP

Introduction: The satisfaction of users of health services is an issue that has been awakening a growing interest among the administrators of institutions that provide such services.

Objective: To identify the degree of satisfaction of the external client with the provision of health services in the emergency area of a first level hospital in Cundinamarca in order to generate and implement strategies to improve quality for the benefit of the community and the institution itself.

Methodology: The method used was an observational descriptive study of cross section and qualitative nature, with data collection through the SERVQUAL survey.

Results: The results obtained show the satisfaction of the users based on their perception of the quality of the service received, mainly with the dimension of reliability and empathy with 84.63% and 84.15% respectively. The satisfaction in relation to response capacity, security and tangible elements is 61.41%, 79.26% and 80.15% respectively.

Conclusion: Patient satisfaction overall with the provision of health services in the emergency area of the institution where the study was developed is 77.92%. It is recommended to initiate continuous improvement actions, especially in terms of response capacity, such as review of staff availability in case of contingencies or increase in the usual volume of patients.