User satisfaction in Physical Medicine and Rehabilitation outpatient consultation at Edgardo Rebagliati-Martins National Hospital, 2022

Introduction: Patient satisfaction is an important indicator for quality in healthcare services. However, we found scant previous studies on this respect carried out in the Physical and Rehabilitation Medicine (PRM) service, a specialty that takes care of disabled patients entitled to receive best quality medical services. The objective of this study was to evaluate users’ satisfaction in the outpatient clinic of the PRM service at Edgardo Rebagliati-Martins National Hospital (ERMNH), from July to September, 2022. Methods: A descriptive cross-sectional observational study was carried out. Outpatient’s satisfaction was assessed using the SERVQUAL survey. Also, sociodemographic variables related to healthcare services and the type of rehabilitation therapy these patients received were assessed. Data analysis was performed using the Stata/SE^® statistical software. Bivariate analysis for interest covariates and satisfaction was also performed. Results: Ninety-tree participants were included, their mean age was 43 years, nearly half (49.5%) had a less than 6-month time since they were seen for the first time in the outpatient clinic, and 59.1% only received physical therapy. Overall satisfaction was 72.4%. Satisfaction according to different dimensions was as follows> 79.6% for safety, 78.5% for tangible issues, 76.9% for empathy, 68.8% for reliability, and 58.1% for response capacity. Conclusions: We found that approximately seven out of ten patients had overall satisfaction in the PRM outpatient clinic at ERMNH. The dimensions with great satisfaction were safety, tangible issues, and empathy.