Level of Satisfaction Among Users of the Nephrology Service at a Level III-1 Hospital in Lima
Objective: To assess the level of patient satisfaction with the nephrology service at a Level III-1 hospital in Lima. Methodology: A quantitative, cross-sectional, descriptive-correlational design was employed. The SERVQUAL questionnaire was used to evaluate users’ satisfaction with the service. Res...
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| Publicado en: | Revista Científica de Ciencias de la Salud |
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| Autores principales: | , , |
| Formato: | Artículo de revista |
| Lenguaje: | español |
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Universidad Peruana Unión
2025
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| Acceso en línea: | Ver en el sistema de origen |
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| _version_ | 1881695100665331712 |
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| author | Fernandez Parraga, July Flores Flores, Darwin Ivan Diaz Fernandez, Jherson Samir |
| author_browse | Diaz Fernandez, Jherson Samir Fernandez Parraga, July Flores Flores, Darwin Ivan |
| author_facet | Fernandez Parraga, July Flores Flores, Darwin Ivan Diaz Fernandez, Jherson Samir |
| author_sort | Fernandez Parraga, July |
| collection | Revistas |
| container_title | Revista Científica de Ciencias de la Salud |
| description | Objective: To assess the level of patient satisfaction with the nephrology service at a Level III-1 hospital in Lima. Methodology: A quantitative, cross-sectional, descriptive-correlational design was employed. The SERVQUAL questionnaire was used to evaluate users’ satisfaction with the service. Results: A total of 98% of the responses were positive, indicating a high level of satisfaction. Additionally, 2% of the responses were neutral, and no negative ratings were reported. The most positively rated aspects included courteous treatment, respect for privacy, and the quality of medical care. However, certain weaknesses were identified, such as prolonged waiting times, lack of available medications, and the absence of a formal complaint mechanism. The lowest-rated dimension was reliability. Conclusion: It is essential to focus efforts on strengthening the reliability of the service in order to ensure a comprehensive and satisfactory experience for nephrology service users. |
| format | Online |
| id | oai:rccs.upeu.edu.pe:article/2105 |
| institution | UPeU |
| issn | 2411-0094 2306-0603 |
| language | Spanish |
| publishDate | 2025 |
| publishDateRange | 2025 |
| publishDateSort | 2025 |
| publisher | Universidad Peruana Unión |
| publisherStr | Universidad Peruana Unión |
| record_format | ojs |
| revista_str_mv | Revista Científica de Ciencias de la Salud |
| spelling | oai:rccs.upeu.edu.pe:article/21052025-08-12T22:28:01Z Level of Satisfaction Among Users of the Nephrology Service at a Level III-1 Hospital in Lima Nivel de satisfacción de los usuarios que acuden al servicio de nefrología de un Hospital Nivel III-1 de Lima Fernandez Parraga, July Flores Flores, Darwin Ivan Diaz Fernandez, Jherson Samir Satisfaction Safety Reliability Qualityt Satisfacción Seguridad Confiabilidad Calidad Objective: To assess the level of patient satisfaction with the nephrology service at a Level III-1 hospital in Lima. Methodology: A quantitative, cross-sectional, descriptive-correlational design was employed. The SERVQUAL questionnaire was used to evaluate users’ satisfaction with the service. Results: A total of 98% of the responses were positive, indicating a high level of satisfaction. Additionally, 2% of the responses were neutral, and no negative ratings were reported. The most positively rated aspects included courteous treatment, respect for privacy, and the quality of medical care. However, certain weaknesses were identified, such as prolonged waiting times, lack of available medications, and the absence of a formal complaint mechanism. The lowest-rated dimension was reliability. Conclusion: It is essential to focus efforts on strengthening the reliability of the service in order to ensure a comprehensive and satisfactory experience for nephrology service users. Objetivo: Conocer el nivel de satisfacción de los pacientes con el servicio de nefrología de un hospital de nivel III-1 de Lima. Metodología: Se empleó un diseño descriptivo correlacional de tipo cuantitativo y corte transversal. Se utilizó el cuestionario SERVQUAL para evaluar la satisfacción de los usuarios con el servicio. Resultados: El 98 % de las respuestas fueron positivas, evidenciando un alto nivel de satisfacción. Un 2 % fueron calificaciones neutrales y no se reportaron respuestas negativas. Los aspectos mejor valorados fueron el trato amable, el respeto a la privacidad y la atención médica. Sin embargo, se identificaron debilidades como los tiempos de espera prolongados, la falta de medicamentos y la ausencia de un mecanismo de quejas. La dimensión con menor puntaje fue confiabilidad. Conclusión: Resulta fundamental centrar los esfuerzos en fortalecer la confiabilidad del servicio, a fin de garantizar una experiencia integral y satisfactoria para los usuarios del servicio de Nefrología. Universidad Peruana Unión 2025-06-30 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://rccs.upeu.edu.pe/index.php/rc_salud/article/view/2105 10.17162/rccs.v18i1.2105 Revista Científica de Ciencias de la Salud; Vol. 18 No. 1 (2025): Revista Científica de Ciencias de la Salud; 1 - 9 Revista Científica de Ciencias de la Salud; Vol. 18 Núm. 1 (2025): Revista Científica de Ciencias de la Salud; 1 - 9 2411-0094 2306-0603 spa https://rccs.upeu.edu.pe/index.php/rc_salud/article/view/2105/2169 Derechos de autor 2025 July Fernandez Parraga, Darwin Ivan Flores Flores, Jherson Samir Diaz Fernandez https://creativecommons.org/licenses/by/4.0/ |
| spellingShingle | Satisfaction Safety Reliability Qualityt Satisfacción Seguridad Confiabilidad Calidad Fernandez Parraga, July Flores Flores, Darwin Ivan Diaz Fernandez, Jherson Samir Level of Satisfaction Among Users of the Nephrology Service at a Level III-1 Hospital in Lima |
| title | Level of Satisfaction Among Users of the Nephrology Service at a Level III-1 Hospital in Lima |
| title_alt | Nivel de satisfacción de los usuarios que acuden al servicio de nefrología de un Hospital Nivel III-1 de Lima |
| title_full | Level of Satisfaction Among Users of the Nephrology Service at a Level III-1 Hospital in Lima |
| title_fullStr | Level of Satisfaction Among Users of the Nephrology Service at a Level III-1 Hospital in Lima |
| title_full_unstemmed | Level of Satisfaction Among Users of the Nephrology Service at a Level III-1 Hospital in Lima |
| title_short | Level of Satisfaction Among Users of the Nephrology Service at a Level III-1 Hospital in Lima |
| title_sort | level of satisfaction among users of the nephrology service at a level iii 1 hospital in lima |
| topic | Satisfaction Safety Reliability Qualityt Satisfacción Seguridad Confiabilidad Calidad |
| topic_facet | Satisfaction Safety Reliability Qualityt Satisfacción Seguridad Confiabilidad Calidad |
| url | https://rccs.upeu.edu.pe/index.php/rc_salud/article/view/2105 |
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