Descripción

The quality of emergency care has become a topic of interest, given the importance of being the first point of contact between the population and a health institution, to urgently access the service. Objective: to determine the factors that influence the quality of care of the emergency service of a third-level hospital in the city of Quito, period September-November of the year 2019. Methodology: quantitative, descriptive, cross-sectional study, with a Donabedian model (satisfaction of care in external clients and technical quality and knowledge in internal clients); 68 internal and 154 external clients participated. Results: in high percentages, the following stand out: external client 96.8% people attended, received a kind treatment; and internal client, 92.6% stated that the institution has care guidelines and protocols. The lowest percentages, in external clients, 47.4% affirmed that they were in agreement with the time it took them to be attended; and internal client, 48.5% stated that the personnel in the service is not sufficient to meet the demands. Conclusion: there are many factors to consider when enhancing quality performance. This study allows determining that the efforts should be oriented to how things are done, standardize processes, accredit services, to improve the quality of care.