Satisfacción del usuario y gestión de la calidad en los servicios de salud: Una mirada integral desde la evidencia científica.
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https://doi.org/10.63618/omd/isj/v4/n2/301Palabras clave:
Calidad de la Atención en Salud, Satisfacción del Usuario, Atención Primaria de Salud, Gestión de la Calidad en SaludResumen
El presente estudio se centra en una revisión sistemática sobre la relación entre la satisfacción del usuario y la gestión de la calidad en servicios de salud del primer nivel de atención durante el periodo 2021-2025. La información fue analizada en bases de datos indexadas de alto impacto como Scopus, PubMed, Google Académico, SciELO y BVS, además de repositorios académicos de Latinoamérica. Se incluyeron estudios cualitativos y cuantitativos, seleccionados bajo criterios de rigor metodológico, actualidad y relevancia científica. La investigación se desarrolló siguiendo las directrices PRISMA, garantizando transparencia en los procesos de identificación, selección y síntesis. Se emplearon datos secundarios provenientes de artículos científicos, lo que permitió analizar la magnitud, dirección y significancia de la relación entre las variables. Tras aplicar criterios de inclusión y exclusión, se seleccionaron 21 estudios para el análisis final. Los resultados evidencian una predominancia de correlaciones positivas entre la gestión de la calidad y la satisfacción del usuario, especialmente en indicadores como accesibilidad, atención al usuario, comunicación efectiva y continuidad del cuidado. En conclusión, la satisfacción del usuario se consolida como un elemento clave en la evaluación del desempeño del primer nivel de atención, aportando evidencia para fortalecer la toma de decisiones y promover la mejora continua en los servicios de salud.
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Derechos de autor 2026 Silva-Aguilar, Katiuska Estefanía, Román-Relica, Laura Geanella (Autor/a)
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial 4.0.
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