Perception of the quality of the IPS health service in Saltos del Guairá

Abstract

Quality in healthcare involves providing services that meet established expectations and requirements, as well as the capacity to satisfy patient needs. The objective of the research was to evaluate users' perceptions of the quality of health services at the Social Security Institute (IPS) of Saltos del Guairá. A mixed-methods approach with a concurrent, non-experimental design was used. The population consisted of 343 insured individuals selected through simple random probabilistic sampling. A survey was administered during the second half of 2025. The main results show that 66% were female and 34% male. Overall satisfaction was low, with 62% disagreeing with the care received. Regarding the quality of medical care, 27% expressed dissatisfaction, while 41% were satisfied. Regarding waiting times, 20% strongly disagreed with their reasonableness. Furthermore, 69% are dissatisfied with the availability of resources, and 81% consider the infrastructure inadequate. These results reflect a negative perception of the IPS's care and resources. Complaints focus on service quality, deficient infrastructure, and a lack of resources, suggesting the need to implement improvements to increase user satisfaction and optimize the institution's operations.