THE INSURED'S LEVEL OF CONFIDENCE IN ESSALUD BASED ON THE HEALTHCARE SERVICES IT IS RESPONSIBLE FOR PROVIDING TO ITS COVERED POPULATION, 2008 – 2021

Abstract

The research aims to evaluate how the quality and provision of health services by EsSalud affects the confidence of its policyholders, and its relationship in terms of efficacy, effectiveness and quality in the period 2008-2021.

The impact of increased inquiries on reducing policyholder distrust is minimal. A very significant increase in consultations would be required to generate a noticeable effect. In contrast, an inverse relationship is observed between the number of patients seen in hospital and distrust in medical care. For every ten additional inpatients, distrust is reduced by four people.

A cross-sectional analysis of 2015 data reveals that policyholders rate the quality of medical care 50% higher than the quality of administrative service. A policyholder with a higher perception of medical service quality is 1,620 times more likely to trust EsSalud than one with a lower perception.

On the other hand, the effect of a better perception of administrative service on trust is smaller. An increase in the perception of administrative service only increases trust by a factor of 1.060.

In conclusion, the quality of medical care is the main determinant of insured people's trust in EsSalud. The provision of services, both in terms of consultations and hospitalization, also plays an important role, although to a lesser extent than perceived quality.