Propuesta de mejoramiento de la calidad en el servicio al paciente de un Centro Médico Ocupacional CMO
Fecha
2017
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Editor
Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El presente trabajo está orientado a realizar los estudios que determinen la
factibilidad de implementar propuestas, que permitan mejorar el servicio que ofrece el
Centro Médico Ocupacional. En la actualidad, el CMO tiene una calificación aceptable
dentro de los parámetros establecidos por la institución pero su interés es mejorarlos. Los
principales inconvenientes que se reflejaron en el servicio al paciente, es el clima laboral;
puesto que los colaboradores del Centro Médico Ocupacional siente malestar al momento
que la operatividad sobrepasa la capacidad productiva por esta razón se ve afectado el
paciente y a su vez el cliente final, por lo que acuden para que los ayuden a solucionar un
problema de salud, pero se topan con una realidad que afecta de una manera significativa a
su sentir. Para lo cual las autores proponen 4 estrategias que ayudará a mejorar la calidad
del servicio al cliente tanto el interno como el externo; permitiendo un trato más cálido y
responsable con el paciente y con esto mejorar la calificación de bueno a excelente.
The present work is oriented to carry out the studies that determine the feasibility of implementing proposals that allow to improve the service offered by the Occupational Medical Center. At present, the CMO has an acceptable qualification within the parameters established by the institution but its interest is to improve them. The main disadvantages that were reflected in the service to the patient, is the work climate; since the employees of the Occupational Medical Center feel discomfort at the moment that the operability surpasses the productive capacity. This is why the patient and the end client are affected, so they come to help them solve a health problem, but they encounter a reality that affects in a significant way their feelings. For which the authors propose 4 strategies that will help to improve the quality of the customer service, both internal and external; allowing a warmer and responsible treatment with the patient and with this improve the rating from good to excellent.
The present work is oriented to carry out the studies that determine the feasibility of implementing proposals that allow to improve the service offered by the Occupational Medical Center. At present, the CMO has an acceptable qualification within the parameters established by the institution but its interest is to improve them. The main disadvantages that were reflected in the service to the patient, is the work climate; since the employees of the Occupational Medical Center feel discomfort at the moment that the operability surpasses the productive capacity. This is why the patient and the end client are affected, so they come to help them solve a health problem, but they encounter a reality that affects in a significant way their feelings. For which the authors propose 4 strategies that will help to improve the quality of the customer service, both internal and external; allowing a warmer and responsible treatment with the patient and with this improve the rating from good to excellent.
Descripción
Palabras clave
SEGURIDAD OCUPACIONAL, SALUD OCUPACIONAL