Evaluation of Perception of the Quality of Health Services and International Cooperation during the COVID-19 Pandemic in a Colombian Caribbean Hospital
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INTERNATIONAL JOURNAL OF COOPERATION AND DEVELOPMENT
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Abstract
The process of continuous improvement is key in the quality of health services, so it is necessary to carry out a constant evaluation process, which allows controlling actions as a perfect gear to improve capacities among health system stakeholders. Objective: To evaluate the perception of the quality of health services through the SERVQUAL model and the performance of international cooperation during the COVID-19 pandemic in a low-complexity Colombian Caribbean hospital. Methodology: An observational study of descriptive type was performed in prospective temporality. The data analysis was performed through the SPSS statistical software. The survey was applied to 107 individuals selected in a simple random sample, who received medical care during 2020. Results: The best scored dimensions were empathy and security, while responsiveness presented the lowest average score. Results: The best scored dimensions were empathy and security, while responsiveness presented the lowest average score. The average overall perception of the quality of health service was estimated at 4.90, which corresponds to a regular positive perception, by considering that the maximum possible rating value by users was 7.0. With regard to international cooperation, 30% of the subjects said they had occasionally heard about its participation. Conclusion: The COVID-19 pandemic, undoubtedly affected the proposed dimensions for the quality of health care and international cooperation had a positive image for the benefit of response and aid during the health emergency.
Keywords: Healthcare; Virus; International Cooperation; Perception; Health.
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