Factors That Influence Satisfaction in the Emergency Unit of A Healthcare Center

Objective: The objective of the study is to demonstrate the influence of the factors of compliance with procedures, knowledge about the health condition and perception of recovery on patient satisfaction in an emergency unit of a health center. Theoretical Framework: The main concepts on quality of health care are considered, the Donabedian Model and its components such as structure, process and results that provide a solid basis to understand the context of the research. Method: The methodology includes a non-experimental design, with a quantitative approach, the data collection instrument is a questionnaire with a Likert scale, which was applied to the sample of 170 individuals. For the statistical analysis, an exploratory factor analysis and partial least squares structural equation modeling (PLS-SEM) were used. Results and Discussion: The results obtained indicate that the knowledge that the patient has about his health condition has a greater influence on his satisfaction, followed by compliance with procedures, and lastly perceived recovery. Research Implication: The research has the implication of demonstrating the need for health institutions to focus on improving the efficiency of processes, doctor-patient communication and the perception of patient recovery in order to increase their satisfaction. Originality/Value: The originality of this study lies in its multifactorial approach and in the use of a data collection instrument appropriate for this purpose.