<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1817-7433</journal-id>
<journal-title><![CDATA[Revista Científica Ciencia Médica]]></journal-title>
<abbrev-journal-title><![CDATA[Rev Cient Cienc Méd]]></abbrev-journal-title>
<issn>1817-7433</issn>
<publisher>
<publisher-name><![CDATA[Facultad de Medicina, Universidad Mayor de San Simón.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1817-74332022000100021</article-id>
<article-id pub-id-type="doi">10.51581/rccm.v25i1.464</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[SATISFACCIÓN DEL USUARIO EXTERNO EN UN HOSPITAL PERUANO DURANTE LA PANDEMIA POR COVID-19]]></article-title>
<article-title xml:lang="en"><![CDATA[EXTERNAL USER SATISFACTION IN A PERUVIAN HOSPITAL DURING THE COVID-19 PANDEMIC]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Febres-Ramos]]></surname>
<given-names><![CDATA[Richard Jeremy]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Dextre-Vilchez]]></surname>
<given-names><![CDATA[Sergio Armando]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Mercado-Rey]]></surname>
<given-names><![CDATA[Miguel Raúl]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Peruana Los Andes Facultad de Medicina Humana ]]></institution>
<addr-line><![CDATA[Huancayo ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Peruana Los Andes Facultad de Medicina Humana ]]></institution>
<addr-line><![CDATA[Huancayo ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad Peruana Los Andes Facultad de Medicina Humana ]]></institution>
<addr-line><![CDATA[Huancayo ]]></addr-line>
<country>Peru</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>09</month>
<year>2022</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>09</month>
<year>2022</year>
</pub-date>
<volume>25</volume>
<numero>1</numero>
<fpage>21</fpage>
<lpage>27</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.bo/scielo.php?script=sci_arttext&amp;pid=S1817-74332022000100021&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.bo/scielo.php?script=sci_abstract&amp;pid=S1817-74332022000100021&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.bo/scielo.php?script=sci_pdf&amp;pid=S1817-74332022000100021&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN  Introducción: La pandemia por la COVID-19 provocó desafíos abrumadores en la prestación de servicios de atención médica a nivel mundial de diversas maneras. Por lo que la calidad de la atención durante la pandemia podría haberse visto afectada.  Objetivo: Determinar la satisfacción del usuario externo sobre la calidad de atención en el Hospital de Pampas (Huancavelica, Perú) en el contexto de pandemia durante enero a marzo de 2021.  Materiales y métodos: Estudio de diseño del tipo pretest-postest de un solo grupo. La muestra estudiada fue de 114 usuarios del Hospital de Pampas en el contexto de pandemia por COVID-19. Para valorar la satisfacción se utilizó el cuestionario SERVQUAL, conformado por 22 preguntas de expectativas, entregadas al usuario minutos antes de su ingreso a consulta y 22 preguntas de percepciones, evaluadas luego de que el paciente fuera atendido.  Resultados: El mayor número de pacientes fue del género femenino (66,67%), el rango etario que predominó fue de 30 a 59 años (53,51%), la mayoría (92,98%) cuenta con Seguro Integral de Salud y el tipo de usuario más frecuente son continuadores (76,32%). Se obtuvo una satisfacción global de 56,20% que dependen básicamente de las dimensiones de la calidad: seguridad (60,75%), empatía (61,58%) y aspectos tangibles (63,38%).  Conclusión: El porcentaje de satisfacción de la calidad del usuario externo fue de 56,20%. Se debe seguir mejorando en las dimensiones con buena satisfacción e implementar estrategias para los niveles de insatisfacción.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT  Introduction: The COVID-19 pandemic has brought daunting challenges to the delivery of healthcare services globally in a variety of ways. So, the quality of care during the pandemic could have been affected.  Objective: To determine the satisfaction of the external user regarding the quality of care at the Pampas Hospital (Huancavelica, Peru) in the context of a pandemic from January to March 2021.  Materials and methods: Single group pretest-posttest design study. The sample studied was 114 users of the Pampas Hospital in the context of the COVID-19 pandemic. To assess satisfaction, the SERVQUAL questionnaire was used, made up of 22 questions on expectations, given to the user minutes before entering the consultation and 22 questions on perceptions, evaluated after the patient was seen.  Results: The largest number of patients was female (66.67%), the predominant age range was 30 to 59 years (53.51%), most (92.98%) have Comprehensive Health Insurance. and the most frequent type of user are continuers (76.32%). An overall satisfaction of 56.20% was obtained, which basically depends on the dimensions of quality: security (60.75%), empathy (61.58%) and tangible aspects (63.38%).  Conclusion: The percentage of satisfaction with the quality of the external user was 56.20%.You must continue to improve in the dimensions with good satisfaction and implement strategies for the levels of dissatisfaction.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[COVID-19]]></kwd>
<kwd lng="es"><![CDATA[Atención ambulatoria]]></kwd>
<kwd lng="es"><![CDATA[Control de Calidad]]></kwd>
<kwd lng="es"><![CDATA[Satisfacción del Paciente]]></kwd>
<kwd lng="en"><![CDATA[COVID-19, Ambulatory Care, Quality Control]]></kwd>
<kwd lng="en"><![CDATA[Patient Satisfaction]]></kwd>
</kwd-group>
</article-meta>
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<given-names><![CDATA[E]]></given-names>
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<name>
<surname><![CDATA[Mezones-Holguin]]></surname>
<given-names><![CDATA[E]]></given-names>
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<name>
<surname><![CDATA[Ramírez-Ramírez]]></surname>
<given-names><![CDATA[R]]></given-names>
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<article-title xml:lang=""><![CDATA[Factores asociados a la calidad de la atención en población adulta afiliada a la Seguridad Social: El caso peruano]]></article-title>
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<year>2020</year>
<volume>13</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>14-25</page-range></nlm-citation>
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