Introduction:

the factors that influence patient dissatisfaction are diverse and vary with each country and type of hospital.

Objectives:

to find the frequency and factors associated with dissatisfaction in the care referred by the patients.

Materials and methods:

a quantitative investigation was carried out with the SERVQUAL questionnaire applied to the discharge of adult patients from the Medical Clinic Service of the National Hospital during the years 2018 and 2019. With the questionnaire we collected demographic, clinical variables and responses to 22 questions that evaluated five dimensions related to satisfaction with the service. All the subjects surveyed signed the informed consent.

Results:

224 patients were surveyed, 48% being male and 52% female. The average age was 44 ± 17 years. The frequency of dissatisfaction with the care received was 59%. The dimension of the SERVQUAL questionnaire with the worst score was tangibility. The risk factors statistically associated with dissatisfaction were male sex, rural origin, single marital status and the presence of comorbidities. Conclusions: the frequency of dissatisfaction was 59%. The profile of the dissatisfied patient is a male, of rural origin, single and with comorbidities.

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