Consultorio de Atención Inmediata como estrategia de gestión de calidad en el Servicio de Emergencia de un hospital de Lima, Perú

Objective: To determine the effectiveness of implementation Immediate Care Office as a quality management strategy at Emergency Service public hospital in Lima, Peru. Materials and methods: An analytical, quasi-experimental, before-and-after study conducted with 338 outpatients from different groups treated Hospital María Auxiliadora. Before after Office, waiting time, satisfaction—assessed through modified SERVQUAL questionnaire, which was validated recommended by Ministry Health administered to postimplementation group—as well relationship between satisfaction time were evaluated. The analysis performed using IBM SPSS statistics V25.0, frequencies percentages, mean difference both obtained Levene’s test, nonparametric measurement Spearman’s correlation coefficient significance level p < 0.05. Results: results showed predominance female sex (60.95 %), 14-to-29-year age range (24.56 %) Severity Index IV (67.16 %). average accounted for 17.70 4.27 before office implementation, respectively. Therefore, there significant (p 0.00). Out all outpatients, 56.21 % satisfied mainly empathy (76.33 responsiveness (69.23 dimensions, while reliability dimension lowest score (48.52 Additionally, inverse 0.01 rho: -0.39). Conclusions: effective since it reduced turn brought outpatients.