TITLE:
Expectations and Perspectives of Users with the Screening Program for Cervical Cancer
AUTHORS:
Gutiérrez Enríquez Sandra Olimpia, Gaytán Hernández Darío, Martínez Martínez Rosa Adriana, Gallegos García Verónica, Terán Figueroa Yolanda
KEYWORDS:
Cervical Cancer, Pap Smears, Prevention and Control, SERVQUAL
JOURNAL NAME:
Open Journal of Nursing,
Vol.6 No.8,
August
24,
2016
ABSTRACT: Objective: Evaluate user satisfaction before and after taking the Pap. Methodology: Observational and prospective study. It was carried out in two health centers in San Luis Potosicity, Mexico in 93 users which attended for a Pap test from February to June 2015. The satisfaction was assessed using multidimensional scaling SERVQUAL whit 5 dimensions to evaluate the quality of services in an organization: reliability, responsibility, security, empathy and touchable and materials goods (tangible elements). This scaling was obtained internal consistency by Cronbach’s alpha coefficient with a value of 0.74. For data analysis, nonparametric test Wilcoxon for related samples was used. Results: In all cases, perspective was less than expectancy where the means of the scores before attention (expectation) and after care (perspective) there was a statistically significant difference (p = 0.000). Before receiving care users had an expectation of 192.96 points, after care perspective score dropped to 184.49 points indicating that the care provided was not what they expected. The difference in scores was 8.47 points (p = 0.004). Conclusions: Users of the screening program for cervical cancer were unsatisfied because the attention was not what they expected. In most of the indicators studied, a high percentage of dissatisfaction was obtained.