Quality of service in level iii hospitals in the city of lima, peru; Calidad de servicio en hospitales de nivel iii de la ciudad de lima, perú*

Abstract

The objective of this research was to determine the quality of service in the outpatient clinic of two level III hospitals located in the city of Lima, Peru The study was developed under the positivist paradigm, quantitative approach, descriptive-analytical design and hypothetical deductive method.. On an average daily basis, these hospitals serve 5037 people who made up the study population, which made it possible to obtain a sample of 418 respondents; The hypotheses were contrasted with the U Mann Whitney test. The results obtained describe that there is no quality in the service in the outpatient clinic in the studied hospitals, only 0.2% of the patients considered themselves satisfied with the service received; There were differences that could be due to investment in tangible elements such as medical equipment, infrastructure, as well as training for healthcare and health personnel carried out in the hospital 1; These differences were statistically shown to be significant. © 2021 Elsevier B.V., All rights reserved.