Level of satisfaction of insured individuals of a hospital regarding outpatient services

Abstract

Introduction: It is essential for healthcare services to provide effective and efficient coverage in order to deliver adequate care to users. In this context, the quality, accessibility, and equity of services are indispensable elements to ensure timely patient care during the treatment processes. Objective: The research aimed to analyze patients' perception of satisfaction with the outpatient services of a hospital in Asunción, Paraguay, in the year 2022. Methodology: A sample of 350 participants was selected through non-probabilistic convenience sampling. The study employed a quantitative, descriptive, and analytical observational approach with a cross-sectional design. The survey technique was used for data collection, utilizing the SERVQUAL questionnaire. Results: It is observed that the majority of insured individuals are satisfied with the outpatient services, as the percentage of satisfied individuals across all combined dimensions is 73.7%. However, some levels of dissatisfaction and low satisfaction are also observed in each dimension. The study demonstrates that certain factors are associated with overall satisfaction and quality dimensions in the outpatient consultation of the hospital. Conclusion: Although the majority of insured individuals are satisfied with the outpatient services of the hospital, there is still room for improvement in satisfaction across all dimensions, especially in the dimension of Responsiveness where satisfaction is lower. The data are useful for identifying areas where the quality of services needs improvement to increase patient satisfaction.