Object:

To determine, through the performance of health personnel, the level of patients’ satisfaction who attended the emergency room services of a public hospital in the state of Jalisco.

Materials and methods:

A descriptive, cross-sectional and correlational quantitative study was carried out, based on the SERVice PERFormance model; application of surveys in a hospital in Zapopan, Jalisco to a random sample of 96 patients, including the emergencies attended in the morning, evening and night during a week of April 2017. Using a questionnaire with a scale Likert to obtain the patients’ satisfaction with the service from the dimensions of tangibility, empathy, security, reliability and responsiveness.

Results:

The findings indícate that female patients perceived better treatment and orientation of the service by medical and nursing staff, unlike the male. Patients attended in the afternoon obtained greater perception of the speed when they were attended; the ease of the admission procedures to the emergency room was completely satisfactory in the morning and most of the patients agreed that the discharge procedures are easy regardless of the time of attention.

Conclusions:

The patients’ perception regarding to the quality of the service depends on the performance given by all the health personnel of the institution, so the results enable the decision making as a result the managers guarantee quality in the care at all times.

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