Percepción la Calidad de servicio y nivel de satisfacción de los pacientes en el centro de rehabilitación FisioRehabilitar de la ciudad de Portoviejo

This article aims to evaluate the perception of service quality and the level of patient satisfaction at the FisioRehabilitar rehabilitation center, located in the city of Portoviejo. The research begins by noting that in many healthcare centers, especially public ones, patient satisfaction is not a priority. Using the SERVQUAL model, five key dimensions of service quality were analyzed: tangibility, reliability, responsiveness, assurance, and empathy. Patient experience depends not only on the effectiveness of treatments but also on factors such as interpersonal communication and the care received. In a comprehensive context, several studies have highlighted the importance of healthcare quality as a crucial element in patient perception and satisfaction, which we explored through various databases such as Google Scholar, SciELO, Elsevier, and Redalyc. As possible solutions, strategies are proposed to enhance user experience, implement quality management systems, and strengthen staff training, ensuring comprehensive and humanized care. This is essential to optimizing rehabilitation services and promoting patient adherence to treatments. This study contributes to the development of better healthcare experiences, focusing on continuous improvement and user satisfaction.