Evaluation of healthcare quality in a rural military health center

Abstract

In the context of military health centers, a predominance of young male patients has been identified, which is related to the nature of the environment and social security affiliation. The main problem identified is the insufficient communication between healthcare staff and patients, particularly in explaining medical processes and diagnoses, which may affect the perceived quality of service. This study proposes an analysis based on the SERVQUAL model to evaluate key dimensions of service quality, including empathy, safety, and tangible goods. The Font-Roja questionnaire was also used to assess the satisfaction of healthcare personnel with their activities. The methodology included surveys of health center users, analyzing their expectations and perceptions in each of the evaluated dimensions. The results showed generally positive quality, especially in dentistry, but with significant deficiencies in responsiveness and effective communication. Furthermore, opportunities for improvement were observed in the signage and guidance in external consultation areas. Most workers reported good satisfaction related to their activities and benefits. This demonstrates that there is a perception of good service quality, but specific improvements in doctor-patient communication and visible infrastructure accessible to users are still needed.