Análisis de la percepción de la calidad de la atención médica y su incidencia en la satisfacción del paciente que asiste al área de consulta externa del hospital de niños “Dr. Roberto Gilbert Elizalde” de la Ciudad de Guayaquil.
Fecha
2015
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El presente trabajo surge de la necesidad de descubrir de una manera metodológica que soporte el criterio de las causas y consecuencias de una realidad observable cotidiana que surge en una entidad del sector privado en el ámbito de salud y determinar las acciones de posible solución.
En el capítulo I detallamos las principales falencias detectadas y que inciden en la insatisfacción del usuario o cliente, respecto a la atención en salud. En base a esto es que determinamos que nuestro Objetivo General sería evaluar la calidad del servicio ofrecido que está incidiendo en la satisfacción del usuario. Dentro de los objetivos específicos se pretende establecer los factores que determinan la calidad del servicio de salud, la manera en que analizan o evalúan los usuarios la calidad del servicio brindado a través de su percepción y mediante esto identificar los aspectos negativos y positivos que guardan relación con el tema propuesto.
En el capítulo II hemos considerado los sustentos y teorías de varios autores que nos permiten reforzar los criterios y mecanismos para desarrollar nuestro estudio. Describir el entorno general del campo de estudio nos permitió corroborar, reafirmar y descartar aspectos tomados en consideración.
El Capítulo III permite conocer el criterio del usuario y por ello se utilizó la herramienta de investigación cuali-cuantitativa como es la encuesta, conformada por 21 preguntas con factores vinculados a infraestructura, confiabilidad, trato personal, comunicación, tiempos de respuesta y profesionalismo.
El capítulo IV expone el análisis obtenido de la evaluación que hacen los usuarios, sobre la calidad de los servicios que brinda la entidad hospitalaria, basado en un conjunto de experiencias, percepciones y expectativas de lo que desean lograr u obtener. Como principal propuesta de mejora se estableció la Gestión de Capacitación, centrándonos en que esta herramienta procura lograr que una empresa cuente con Recurso Humano calificado, explotando sus capacidades, destrezas y competencias y obtener cambios en el comportamiento del empleado con el propósito de mejorar las relaciones interpersonales entre todos los miembros de la empresa, logrando condiciones de trabajo más satisfactorias.
This work stems from the need to find a way to support the methodological approach of the causes and consequences of everyday observable reality that arises in a private sector entity in the field of health and determine actions possible solution. In Chapter I, we detail the major shortcomings identified and that impact the user or customer dissatisfaction with regard to health care. Based on this it is that we determined that our overall objective would be to assess the quality of service that is affecting user satisfaction. Among the specific objectives it is to establish the factors that determine the quality of the health service, the way that analyze or evaluate users the quality of service provided through perception and through this identify negative and positive aspects that relate with the proposed theme. In Chapter II we have considered the livelihoods of several authors and theories that allow us to strengthen the criteria and mechanisms for developing our study. Describe the overall environment field study allowed us to confirm, reaffirm and discard aspects taken into consideration. Chapter III allows the user to know the criteria and therefore the tool of quantitative research is used as the survey consists of 21 questions with factors related to infrastructure reliability, personal, communication, response time and professionalism. Chapter IV presents the analysis obtained from the assessment made by users on the quality of services provided by the hospital entity, based on a set of experiences, perceptions and expectations of what they want to accomplish or obtain. As main improvement proposal Management Training was established, focusing on this tool seeks to ensure that a company has qualified human resources, exploiting their abilities, skills and competencies and obtain changes in employee behavior in order to improve relations interpersonal among all members of the company, achieving more favorable working conditions.
This work stems from the need to find a way to support the methodological approach of the causes and consequences of everyday observable reality that arises in a private sector entity in the field of health and determine actions possible solution. In Chapter I, we detail the major shortcomings identified and that impact the user or customer dissatisfaction with regard to health care. Based on this it is that we determined that our overall objective would be to assess the quality of service that is affecting user satisfaction. Among the specific objectives it is to establish the factors that determine the quality of the health service, the way that analyze or evaluate users the quality of service provided through perception and through this identify negative and positive aspects that relate with the proposed theme. In Chapter II we have considered the livelihoods of several authors and theories that allow us to strengthen the criteria and mechanisms for developing our study. Describe the overall environment field study allowed us to confirm, reaffirm and discard aspects taken into consideration. Chapter III allows the user to know the criteria and therefore the tool of quantitative research is used as the survey consists of 21 questions with factors related to infrastructure reliability, personal, communication, response time and professionalism. Chapter IV presents the analysis obtained from the assessment made by users on the quality of services provided by the hospital entity, based on a set of experiences, perceptions and expectations of what they want to accomplish or obtain. As main improvement proposal Management Training was established, focusing on this tool seeks to ensure that a company has qualified human resources, exploiting their abilities, skills and competencies and obtain changes in employee behavior in order to improve relations interpersonal among all members of the company, achieving more favorable working conditions.