Durán Rojas, ElviraCogollo Pantoja, Kelly Johana2023-01-172023-01-172022-12-22https://repositorio.unicordoba.edu.co/handle/ucordoba/6896User satisfaction is a very important aspect in the provision of health services, it reveals the quality of care that is being provided, which must be riskfree, which is a fundamental requirement for the user. The Associated Otolaryngologist Health Servic since es Provider Institution of Córdoba SAS (OTOC) periodically performs evaluations of the satisfaction that its users have with respect to the services they offer; they had not carried it out, the objective of this business practice was to determine use r satisfaction with the services received at IPS OTOC S.A.S. A cross sectional descriptive study with a quantitative approach was carriedout; The study subjects were 50 users who attend consultations at the IPS OTOC S.A.S in the city of Montería; to whom a survey was applied whose instrument was a questionnaire designed by OTOC. As a result, it was found that the users rated their satisfaction for the friendly treatment, guidance regarding their medications, care, next appointment, and during the consultat ion, their doubts were resolved, mostly between good and very good. It was found as an opportunity for improvement according to these answers that 20% indicated that they had had problems making their appointment. It is concluded that OTOC S.A.S. strives f or excellence in the attention to its users to offer them a quality service for health well-beingINTRODUCCIÓN ........................................................................................... 121. RESEÑA HISTÓRICA............................................................................... 142. ASPECTOS CORPORATIVOS...................................................................................152.1 MISION.......................................................................................152.2 VISION..............................................................................................152.3 PRINCIPIOS Y VALORES.....................................................................................152.4 NIVEL DE COMPLEJIDAD..........................................................................152.5 PORTAFOLIO DE SERVICIOS...........................................................................163. DESCRIPCIÓN DEL ÁREA...................................................................... 184. MARCO REFERENCIAL...........................................................204.1 MARCO TEORICO.......................................................................................204.2 MARCO LEGAL.....................................................................214.3 MARCO CONCEPTUAL..............................................................................................245 OBJETIVOS......................................................................................275.1 OBJETIVO GENERAL.................................................. 275.2 OBEJTIVOS ESPECIFICIOS ..............................................................276 METODOLOGIA............................................................................287. RESULTADOS OBTENIDOS...................................................................307.1 EVALUACIÓN DE LA PERCEPCIÓN DEL USUARIO DE LA ATENCIÓN ADMINISTRATIVA RECIBIDA................................................ 307.2 EVALUACIÓN DE LA PERCEPCIÓN DEL USUARIO DE LA ATENCIÓN MÉDICA RECIBIDA.................................................... 337.3 EVALUACIÓN DE LA PERCEPCIÓN DEL USUARIO DE LAS INSTALACIONES DE OTOC…………………………………………358 CONCLUSIONES...................................................................................... 379 RECOMENDACIONES............................................................................38REFERENCIAS BIBLIOGRÁFICAS......................................................... 39ANEXOS ................................................................................................43application/pdfspaCopyright Universidad de Córdoba, 2023Trabajo de grado - Pregradoinfo:eu-repo/semantics/openAccessAtribución-NoComercial-SinDerivadas 4.0 Internacional (CC BY-NC-ND 4.0)SatisfacciónUsuarioPrestación de serviciosAtenciónSatisfactionUserProvision of servicesAttention