Incidencia de la Inteligencia Artificial en el mejoramiento de la Calidad de Servicio de la Salud Pública

Abstract

Artificial intelligence has emerged as a promising technology with the potential to transform various sectors, including public health. This study investigated the relationship between artificial intelligence and improving service quality in a public hospital. 213 users of the Hospital del Guasmo Sur were surveyed using the SERVQUAL questionnaire, evaluating their perception of the current quality of services and the potential impact of artificial intelligence in various areas. The results showed a highly favorable perception of respondents about the potential of artificial intelligence to improve various aspects of service quality. Agreement percentages exceeded 70% in areas such as quality of information, communication, nursing and administrative services, patient care, and medication distribution. These results support the positive association between the implementation of AI and the improvement of service quality in public health. Although the study has limitations, the findings provide valuable insight into the acceptance of AI's potential to improve public health services. Future research could explore the actual implementation of AI solutions in multiple healthcare facilities, evaluate their objective impact, and address ethical challenges and specific technological considerations.