Tiempo de espera en consultas hospitalarias externas y satisfacción del paciente: un estudio observacional comparativo en Indonesia
DOI:
https://doi.org/10.71164/socialmedicine.v18i2.2025.1611Resumen
Objetivos. Este estudio pretende examinar y comparar la duración de las filas, las percepciones entre pacientes ynivel de satisfacción asociado con los servicios ambulatorios en hospitales públicos y en hospitales religiosos privados de Indonesia. Métodos. Se empleó un diseño transversal, utilizando un enfoque observacional comparativo. La duración de las filas se midió con cronómetro y las percepciones de los pacientes se evaluaron mediante cuestionarios. La investigación se llevó a cabo en dos hospitales: el Hospital Público Regional Dr. Pirngadi (PRPH) y el Hospital Privado Islámico Malahayati (MIPH) de Medan, Indonesia, con 300 pacientes. Resultados. Indican variaciones sustanciales en el tiempo de esperapara policlínica, el tiempo de espera para pacientes ambulatorios, el tiempo en la fila para la farmacia y el tiempo total de espera entre los dos hospitales, aunque no se observaron disparidades significativas en términos de satisfacción. Conclusiones. Se aconseja a la dirección y a los responsables de los casos ambulatorios de ambos hospitales hacer mayor hincapié en los factores relacionados con las filas, por su influencia sobre la satisfacción de los pacientes. Dichos factores incluyen aspectos como la ventilación de la sala de espera, la disponibilidad en mostradores, la disponibilidad de asientos, la eficiencia del tiempo de espera y la garantía de puntualidad en el servicio.
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Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-SinDerivadas 4.0.
