Estudio de la gestión del servicio de calidad a los pacientes de la Clínica Reynadial S.A
Fecha
2019
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El presente proyecto se encuentra enfocado en el estudio de la gestión del servicio de calidad a los pacientes de la clínica Reynadial S.A., ubicada en la ciudad de Guayaquil, la cual se dedica a brindar servicios médicos de diálisis y hemodiálisis a las personas que padecen de insuficiencia renal. La clínica tiene buena acogida y reconocimiento en el mercado, además, cuenta con un prestigio por sus servicios médicos de calidad, sin embargo, presenta inconvenientes a nivel interno en la gestión del servicio de atención al paciente, siendo éste el enfoque central de la investigación, por lo que se establece como objetivo del proyecto estudiar la gestión de calidad del servicio que brinda la clínica Reynadial S.A. para disminuir los inconvenientes presentados e implementar una atención con mayor grado de eficiencia para los pacientes. A través de un estudio descriptivo en el campo donde suscita el fenómeno de estudio, con un método de investigación empírico, deductivo y matemático se realizaron entrevistas y encuestas para recopilar la información necesaria para el desarrollo de la propuesta. Los resultados indicaron que en efecto los colaboradores no disponían de una atención al paciente eficiente y descuidaban la comunicación que es un elemento esencial para familiarizar al paciente con la clínica. Las medidas de corrección fueron la capacitación al personal para brindar un servicio más eficiente, implementación de herramientas de tecnología para la comunicación y aplicar un plan de marketing para potenciar el reconocimiento de la empresa en el mercado obteniendo mayor competitividad y prestigio.
This project is based on the study of quality service management for patients of the Reynadial SA clinic, in the city of Guayaquil, which is dedicated to providing medical dialysis and hemodialysis services to people suffering from kidney failure. The clinic has a good reception in the market and a prestige for its quality medical services, however, it presents problems at the internal level in the management of customer service, this being the central focus of the research, so it is established The objective of the project is to study service quality management at the Reynadial SA clinic to reduce the problems presented and implement a more efficient care for patients. Through a descriptive study in the field where the study phenomenon arises, with an empirical, deductive and mathematical research method, interviews and surveys were conducted to gather the necessary information for the development of the proposal. The results indicated that in effect the collaborators did not have efficient patient care and neglected the communication that is an essential element to familiarize the patient with the clinic. The correction measures were the training of personnel to provide a more efficient service, implementation of communication technology tools and apply a marketing plan to enhance the recognition of the company in the market, obtaining greater competitiveness and prestige.
This project is based on the study of quality service management for patients of the Reynadial SA clinic, in the city of Guayaquil, which is dedicated to providing medical dialysis and hemodialysis services to people suffering from kidney failure. The clinic has a good reception in the market and a prestige for its quality medical services, however, it presents problems at the internal level in the management of customer service, this being the central focus of the research, so it is established The objective of the project is to study service quality management at the Reynadial SA clinic to reduce the problems presented and implement a more efficient care for patients. Through a descriptive study in the field where the study phenomenon arises, with an empirical, deductive and mathematical research method, interviews and surveys were conducted to gather the necessary information for the development of the proposal. The results indicated that in effect the collaborators did not have efficient patient care and neglected the communication that is an essential element to familiarize the patient with the clinic. The correction measures were the training of personnel to provide a more efficient service, implementation of communication technology tools and apply a marketing plan to enhance the recognition of the company in the market, obtaining greater competitiveness and prestige.
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SERVICIO DE CALIDAD, CAPACITACIONES, ESTRATEGIAS DE MARKETING, COMUNICACIÓN