User satisfaction in the outpatient clinic for physical and rehabilitation medicine at Edgardo Rebagliati- Martins National Hospital, 2022

Abstract

Patient satisfaction is a fundamental indicator of quality in healthcare services. There are few previous studies in Physical Medicine and Rehabilitation (PM&R), a specialty that serves patients with disabilities, who have the right to receive the highest quality healthcare services. The aim of this study was to evaluate user satisfaction in the PM&R outpatient clinic of Edgardo Rebagliati Martins National Hospital (HNERM) from July to September 2022. A descriptive cross-sectional observational study was conducted. Satisfaction was evaluated using the SERVQUAL survey. 93 participants were included, 49.5% had a time of less than 6 months since their first visit to the outpatient clinic and 59.1% received only physical therapy. Overall satisfaction was 72.4%. Satisfaction by dimension was 79.6% for safety, 78.5% for tangible aspects, 76.9% for empathy, 68.8% for reliability, and 58.1% for responsiveness.