Evaluación de la satisfacción de los usuarios con la atención recibida en la Unidad de Odontología Forense del Departamento de Medicina Legal del Organismo de Investigación Judicial en el segundo semestre del 2018
Fecha
2020
Tipo
artículo original
Autores
Fernández Chaves, José Manuel
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Resumen
Introducción: El objetivo de la investigación fue evaluar la satisfacción de los usuarios con la atención recibida en
la Unidad de Odontología Forense del Departamento de Medicina Legal del Organismo de Investigación Judicial en
cuanto a infraestructura, trato recibido y tiempo, durante el segundo semestre del 2018, para la formulación de
recomendaciones que contribuyeran con la calidad de los servicios. Materiales y métodos: Mediante un cuestionario
se evaluaron las variables: tiempo de atención, trato recibido e infraestructura y se solicitaron datos sociodemográficos
de forma anónima en una muestra de 57 personas; el análisis de los datos se efectúo mediante coeficientes de
variación, promedios y cruces de variables mediante una base de datos en Excel que fue procesada con SPSS 22.
Resultados: El promedio de satisfacción general es de un 1,46% muy insatisfecho, un 0,33% insatisfecho, un 4.02%
satisfecho y en la categoría muy satisfecho el valor promedio de la satisfacción total es del 94,19%. El 36% de la
muestra corresponde a mujeres y 64% a hombres; el promedio de edad es de 37,2 años, la secundaria es el nivel
educativo predominante (44%). El motivo de valoración principal en ambos sexos es la violencia común. La mayoría
de los evaluados proviene de la región central y tardan menos de una hora en trasladarse a valoración. (50,9%).
Conclusiones: En términos generales, la infraestructura es muy satisfactoria, al igual que el trato recibido; la variable
tiempo influye en la disminución del promedio de satisfacción principalmente porque el horario y disponibilidad para
la asignación de las citas no satisface a todos los usuarios específicamente a los provenientes de Guanacaste,
Puntarenas y Limón que tardan tres horas o más en trasladarse hasta la Ciudad Judicial.
Introduction: The objective of the investigation was to evaluate the user´s satisfaction with the attention received in the Forensic Dentistry Unit of the Department of Legal Medicine of the Judicial Investigation Agency regarding infrastructure, treatment received and time, during the second semester of 2018, for the formulation of recommendations that will contribute to improve the quality of services. Materials and methods: A direct questionnaire was carried out in which the variables were evaluated: attention time, treatment received and infrastructure; sociodemographic data was requested anonymously in a sample of 57 individuals; the data analysis was carried out by means of variation coefficients, averages and crossings of variables; through a Excel database processed with SPSS 22. Results: The average percentage of overall satisfaction is 1.46% very dissatisfied, 0.33% dissatisfied, 4.02% satisfied and in the very satisfied category the average value of total satisfaction is 94.19%. The 36% corresponds to women and 64% to men; average age is 37.2, high school level was the predominant educational level (44%). The reason for the assessment presented by the highest percentage, in both sexes is common violence. The majority of the individuals come from the central region; the predominant period of displacement is less than one hour (50.9% of respondents). Conclusions: In general terms, the infrastructure is very satisfactory, as is the treatment received, the time variable influences the decrease in the average satisfaction mainly because the time and availability for the appointment assignment does not satisfy all users, specifically those from Guanacaste, Puntarenas and Limón that take three hours or more to travel to the Ciudad Judicial.
Introduction: The objective of the investigation was to evaluate the user´s satisfaction with the attention received in the Forensic Dentistry Unit of the Department of Legal Medicine of the Judicial Investigation Agency regarding infrastructure, treatment received and time, during the second semester of 2018, for the formulation of recommendations that will contribute to improve the quality of services. Materials and methods: A direct questionnaire was carried out in which the variables were evaluated: attention time, treatment received and infrastructure; sociodemographic data was requested anonymously in a sample of 57 individuals; the data analysis was carried out by means of variation coefficients, averages and crossings of variables; through a Excel database processed with SPSS 22. Results: The average percentage of overall satisfaction is 1.46% very dissatisfied, 0.33% dissatisfied, 4.02% satisfied and in the very satisfied category the average value of total satisfaction is 94.19%. The 36% corresponds to women and 64% to men; average age is 37.2, high school level was the predominant educational level (44%). The reason for the assessment presented by the highest percentage, in both sexes is common violence. The majority of the individuals come from the central region; the predominant period of displacement is less than one hour (50.9% of respondents). Conclusions: In general terms, the infrastructure is very satisfactory, as is the treatment received, the time variable influences the decrease in the average satisfaction mainly because the time and availability for the appointment assignment does not satisfy all users, specifically those from Guanacaste, Puntarenas and Limón that take three hours or more to travel to the Ciudad Judicial.
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EVALUACIÓN, ATENCIÓN, ODONTOLOGÍA, MEDICINA FORENSE, EVALUACIÓN, ATENCIÓN, SATISFACCIÓN, USUARIO