Nivel de satisfacción de los usuarios que acuden al servicio de nefrología de un Hospital Nivel III-1 de Lima

Objective: To assess the level of patient satisfaction with the nephrology service at a Level III-1 hospital in Lima. Methodology: A quantitative, cross-sectional, descriptive-correlational design was employed. The SERVQUAL questionnaire was used to evaluate users’ satisfaction with the service. Results: A total of 98% of the responses were positive, indicating a high level of satisfaction. Additionally, 2% of the responses were neutral, and no negative ratings were reported. The most positively rated aspects included courteous treatment, respect for privacy, and the quality of medical care. However, certain weaknesses were identified, such as prolonged waiting times, lack of available medications, and the absence of a formal complaint mechanism. The lowest-rated dimension was reliability. Conclusion: It is essential to focus efforts on strengthening the reliability of the service in order to ensure a comprehensive and satisfactory experience for nephrology service users.