Introduction:

The evaluation and monitoring of health services at the first level of health care constitutes a tool for health authorities in their desire to provide services with high standards of quality and warmth.

Objective:

To evaluate the quality management of the health services of the primary care units in the urban area of Riobamba canton, Chimborazo province.

Methods:

Basic research was carried out in 9 health units of the first level of care in the city of Riobamba, Chimborazo province, Ecuador during the period between July and December 2019. 4 research instruments were applied to different categories of users and providers. The 9 directors of the health units, 4 district health authorities, 383 external users and 106 internal users (providers) were included.

Results:

Only 33,33 % of the health units present a quality management plan; 75,0 % of the district authorities consider that there are no user satisfaction monitoring programs. In the opinion of external users, only tangibility (3,25) and guarantee (3,00) reached a medium satisfaction level. In the opinion of internal users, there was only average satisfaction in the customer-focused organization (3,38) and in the process approach (3,05).

Conclusions:

There is a need to implement a service quality management program to identify and solve the factors and / or conditions that minimize the satisfaction of internal and external users.

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