Tiempo de espera y su relación con la satisfacción de los usuarios en la farmacia central de un hospital general de Lima

Translated title of the contribution: Waiting time and its relation with the user's satisfaction in the central pharmacy of a general hospital in Lima

Ericson Gutierrez, Willy Ramos, Martha Uribe, Alex Ortega Loayza, Christian Torres, Daniel Montesinos, Oscar León, Carlos Galarza

Research output: Contribution to journalArticle

2 Citations (Scopus)

Abstract

To determine the influence of waiting time on customer's satisfaction in the central pharmacy of the Hospital Nacional Dos de Mayo (HNDM), we conducted a cross-sectional study which recorded the times of each sub process of care (billing, payment in cash and delivery of drugs) through direct observation of users. We evaluated the level of user's satisfaction using a Likert scale. We included 150 users, 59% were women, and its average age was 41.4 ± 12.6 years. The average total waiting time was 37.1 ± 14.7 minutes. The waiting time was significantly higher in the sub billing process (p <0.001) and also the time that users took long queues was higher than the actual time (30.1 ± 14.0 versus 6.3 ± 4.4; p <0.001). 17.3% of the users of the central pharmacy of HNDM showed some degree of satisfaction. The waiting time that it is less than 20 minutes was a predictor of user satisfaction (OR: 4.6 [1.1-18.3], p <0.05) regardless of other factors. In conclusion, we can say that the long waiting time principally in the sub billing process, determines a low level of user satisfaction in the central pharmacy of HNDM.

Original languageSpanish
Pages (from-to)61-65
Number of pages5
JournalRevista Peruana de Medicina Experimental y Salud Publica
Volume26
Issue number1
StatePublished - Jan 1 2009
Externally publishedYes

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General Hospitals
Cross-Sectional Studies
Observation
Pharmaceutical Preparations

Keywords

  • Health care
  • Hospital
  • Patient satisfaction
  • Peru (source: MeSH NLM)
  • Pharmacy service
  • Quality indicators

ASJC Scopus subject areas

  • Public Health, Environmental and Occupational Health

Cite this

Tiempo de espera y su relación con la satisfacción de los usuarios en la farmacia central de un hospital general de Lima. / Gutierrez, Ericson; Ramos, Willy; Uribe, Martha; Ortega Loayza, Alex; Torres, Christian; Montesinos, Daniel; León, Oscar; Galarza, Carlos.

In: Revista Peruana de Medicina Experimental y Salud Publica, Vol. 26, No. 1, 01.01.2009, p. 61-65.

Research output: Contribution to journalArticle

Gutierrez, Ericson ; Ramos, Willy ; Uribe, Martha ; Ortega Loayza, Alex ; Torres, Christian ; Montesinos, Daniel ; León, Oscar ; Galarza, Carlos. / Tiempo de espera y su relación con la satisfacción de los usuarios en la farmacia central de un hospital general de Lima. In: Revista Peruana de Medicina Experimental y Salud Publica. 2009 ; Vol. 26, No. 1. pp. 61-65.
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abstract = "To determine the influence of waiting time on customer's satisfaction in the central pharmacy of the Hospital Nacional Dos de Mayo (HNDM), we conducted a cross-sectional study which recorded the times of each sub process of care (billing, payment in cash and delivery of drugs) through direct observation of users. We evaluated the level of user's satisfaction using a Likert scale. We included 150 users, 59{\%} were women, and its average age was 41.4 ± 12.6 years. The average total waiting time was 37.1 ± 14.7 minutes. The waiting time was significantly higher in the sub billing process (p <0.001) and also the time that users took long queues was higher than the actual time (30.1 ± 14.0 versus 6.3 ± 4.4; p <0.001). 17.3{\%} of the users of the central pharmacy of HNDM showed some degree of satisfaction. The waiting time that it is less than 20 minutes was a predictor of user satisfaction (OR: 4.6 [1.1-18.3], p <0.05) regardless of other factors. In conclusion, we can say that the long waiting time principally in the sub billing process, determines a low level of user satisfaction in the central pharmacy of HNDM.",
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