Introduction:

the measurement of the satisfaction of users of a service is one of the parameters that measure the quality of it.

Objectives:

to determine the level of satisfaction of the patients discharged from the General Surgery Service of the National Hospital in 2018.

Methodology:

the SERVQUAL questionnaire was applied to male and female discharged from General Surgery Service between August and September of 2018.

Results:

208 patients entered the study, being 133 men (64%) and 75 women (36%). The mean age was 42 ± 17 years old (range 15-94 years). The mean of the questionnaire was 4.7 ± 0.8. Applying the 60th percentile, the frequency of satisfaction was observed in 85 patients (41%). The dimensions with the best score were responsiveness and safety, or professional competence. The dimension with the lowest score referred to the tangible elements of the service (meals and signaling). The risk factors associated with dissatisfaction were female, basic or no schooling and a history of bad experience in previous hospitalizations.

Conclusion:

the frequency of satisfaction was 41%.

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