Programa de atención para mejoramiento de la calidad del servicio en el Area de Emergencia del Centro de Salud Manta
Fecha
2016
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Universidad de Guayaquil. Facultad de Ciencias Médicas. Carrera de Medicina
Resumen
En el Centro de Salud Manta se ha evidenciado un incremento en la demanda de
atención debido a factores como la gratuidad y los servicios ofertados, sin embargo no
se ha adicionado el recurso humano necesario, materiales, equipos u otros elementos,
para brindar una atención de calidad y calidez a los usuarios que acuden a la unidad de
salud, ocasionando sobrecarga de trabajo en el usuario interno y descontento en usuarios
externos. Como Objetivo se plantea proponer programa de atención en el mejoramiento
de la calidad del servicio en el área de emergencia del Centro de Salud Manta.
Utilizando una Metodología de enfoque cuantitativo, descriptivo, exploratorio; El
universo estará conformado por los usuarios que asistan al Centro de Salud Manta en el
período desde agosto hasta septiembre del 2016, siendo el mismo de 12022 y
obteniendo una muestra de 372 encuestas a realizar. Se obtuvo como resultados que el
grupo de mayor afluencia a la emergencia es el de 31 a 45 años con el 33%; el nivel
educativo es con el 48% bachillerato, los usuarios con el 56% tienen conocimiento muy
poco sobre la priorización de atención identifican algunas veces con señalización el
44%; con el 53% que su tiempo de espera es de 31 a 60 minutos; el 57% menciona que
siempre existe excesiva demanda de usuarios, la gestión de emergencia calificada con el
54% como bueno; el 74% mencionan que el faltante es medicamentos. Como
conclusión se estableció un programa para mejorar la calidad.
In them last years, in the center of health blanket is has evidenced an increase in the demand of attention due to factors as the gratuity and them services offered, however not is has added the resource human necessary, materials, equipment u others elements, to provide an attention of quality and warmth to them users that come to the unit of health causing overload of work in internal and disgruntled user on external users. As a general objective arises propose strategies for improvement in the quality of care in the area of the center of health emergency. Using a methodology of quantitative, descriptive, exploratory approach; The universe will be formed by them users that attend to the Centre of health blanket in the period from August until September of the 2016, being the same of 12022 and obtaining a shows of 372 surveys to perform. Was obtained as a result that the busiest emergency group is 31 to 45 years with 33%; the level of education is high school with 48%, with 56% users have knowledge very little about prioritization of attention identified sometimes with marking 44%; with 53% its standby time is 31 to 60 minutes; 57% mentioned that always there is excessive demand of users, emergency management rated 54% as well; the 74% mentioned that the missing is drugs. As a conclusion is established strategies to improve the quality.
In them last years, in the center of health blanket is has evidenced an increase in the demand of attention due to factors as the gratuity and them services offered, however not is has added the resource human necessary, materials, equipment u others elements, to provide an attention of quality and warmth to them users that come to the unit of health causing overload of work in internal and disgruntled user on external users. As a general objective arises propose strategies for improvement in the quality of care in the area of the center of health emergency. Using a methodology of quantitative, descriptive, exploratory approach; The universe will be formed by them users that attend to the Centre of health blanket in the period from August until September of the 2016, being the same of 12022 and obtaining a shows of 372 surveys to perform. Was obtained as a result that the busiest emergency group is 31 to 45 years with 33%; the level of education is high school with 48%, with 56% users have knowledge very little about prioritization of attention identified sometimes with marking 44%; with 53% its standby time is 31 to 60 minutes; 57% mentioned that always there is excessive demand of users, emergency management rated 54% as well; the 74% mentioned that the missing is drugs. As a conclusion is established strategies to improve the quality.
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Palabras clave
CALIDAD DE LA ATENCIÓN DE LA SALUD, SERVICIO DE URGENCIAS DE HOSPITAL, PLANES Y PROGRAMAS DE SALUD, EPIDEMIOLOGÍA DESCRIPTIVA, CENTRO DE SALUD DE MANTA, CANTÓN MANTA, ECUADOR, MEJORAMIENTO DE LA CALIDAD