Satisfaction, dignified treatment of the user of health services in a hospital in Mexico

Abstract

Objective: Determine the satisfaction and dignified treatment of medical care in the user user of a hospital in northeastern Mexico.

Materials and Methods: An observational, descriptive, longitudinal, and retrospective study was conducted. Users who sought medical care between September 2023 and June 2024 were included.

Results: Regarding the Dignified Treatment component, a positive perception was observed: 99.4% of users considered the care received respectful, while 0.6% did not. Regarding consultation time, 98.5% of users perceived that the doctor dedicated sufficient time to their visit, while 1.5% felt the opposite. Regarding overall perceived quality, satisfaction predominated: 92.5% of users declared themselves satisfied, 7.36% declared themselves fairly satisfied, and only 0.1% declared themselves not at all satisfied.

Conclusions: The study conducted at the Regional High Specialty Hospital of Ciudad Victoria “Bicentenario 2010” shows a high level of user satisfaction regarding the medical care received. Most patients highlighted effective communication with the physician, clarity in treatment explanations, and respectful behavior from the healthcare staff. These results reflect the human and professional quality of the medical team, as well as adherence to the principles of patient-centered care.

Key words: User satisfaction; Quality; Health services.