Quality of the performance of health center professionals based on user satisfaction, Honduras, 2023

Abstract

ABSTRACT

The article analyzes the current situation regarding the evaluation of healthcare staff performance quality in Honduras, focusing on the users' perspective. An instrument was applied to 130 subjects, based on innovative indicators in human resource management at Health Centers. The survey results reflect significant concerns about the fairness and objectivity of the evaluations, with 34.6% of respondents disagreeing about their fairness. Furthermore, 32.4% believe their knowledge and skills are not adequately valued. The lack of clarity in evaluation criteria and constructive feedback are critical aspects, with 33.0% and 26.9% of respondents, respectively, expressing dissatisfaction. The findings indicate that personalized attention and human interaction are fundamental to the perception of quality, with 78% of patients noting that staff empathy positively influences their experience. Additionally, 65% consider effective communication essential. Although 80% of patients perceive the quality of care as adequate, there are areas that require improvement, such as accessibility and waiting times. This underscores the need for a comprehensive approach that encompasses both technical and human dimensions in healthcare.

Keywords: Quality evaluation; Healthcare staff performance; Users' perspective; dimensions