Satisfaction of quality of prenatal care in times of pandemic

Abstract

To enhance health programs and services, it is essential to assess the quality of care provided, which can contribute to continuous improvement impacting the population's health status. This study aimed to determine satisfaction with prenatal care during the pandemic at a level II-2 hospital in Lima Province, using a descriptive approach. Out of 325 pregnant women, a representative sample of 177 was selected after obtaining informed consent approved by an Ethics Committee. A questionnaire was validated to gather information on satisfaction with the quality of prenatal care.
The results showed that satisfaction with the quality of prenatal care was rated as medium to low by 97.2% of respondents, and only 2.8% rated it as high. Regarding the evaluated dimensions, there was higher satisfaction in reliability (84.2%) and tangible aspects (78.0%), while safety (47.5%), responsiveness (42.9%), and empathy (40.1%) saw greater dissatisfaction. Expectations for the quality of prenatal care were primarily classified as high (97.7%) before the consultations but decreased afterward (73.4%). Those with medium to low expectations showed an improvement in their perception by 21.5% and 2.8%, respectively. All specific dimensions initially had high expectations; however, they decreased in perception, particularly in reliability and responsiveness items.
From these findings, although most pregnant women expressed higher satisfaction in reliability and tangible aspects, it is necessary to implement continuous improvement processes, especially respecting
schedules and monitoring pregnancy through phone consultations. Addressing these deficiencies is crucial for optimizing care in similar future situations.