Calidad de la atención al usuario que brindan los servidores públicos contratados del hospital “Dr. Teodoro Maldonado Carbo”. 2012
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2013
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El éxito de toda organización depende de la calidad de los recursos humanos con que esta cuenta, los cuales juega un papel fundamental para garantizar la calidad de la atención al usuario. En el Hospital “Dr. Teodoro Maldonado Carbo” el número de usuarios que ingresan diariamente al hospital superan los 500 , los cuales a diario tienen múltiples requerimientos, al no estar satisfechos generan molestias en ellos, ya que desconocen los procesos institucionales porque tienen mayor contacto con los servidores públicos contratados; por lo tanto se decidió realizar una investigación de campo a nivel explicativo, descriptivo, bibliográfico, encuestando una muestra de 157 servidores públicos, y a 384 usuarios, que dio como resultado que un 54% de los servidores públicos casi nunca han recibido capacitación constante; además el 46% afirmó que solo ocasionalmente recibe inducción como apoyo a sus funciones, el 61%cree que al recibir un manual de funciones al ingreso de la institución mejoraría la calidad de la atención al usuario. por su parte el usuario confirmó en un 46% que cuando ha requerido información acerca de un área específica esta no fue eficaz, por lo que el 53% de ellos están de acuerdo de que se elaboren manuales que optimicen la atención al usurario, esto llevo a la conclusión de que se necesita la elaboración y entrega de un manual de funciones a los servidores públicos contratados, y se comprobó la hipótesis: Si los servidores públicos eventuales tienen los conocimientos sobre los procedimientos institucionales del hospital “Dr. Teodoro Maldonado Carbo”, entonces se garantizaría la calidad en la atención al usuario. El diseño de un manual de funciones que fue elaborado para el área de cirugía general con el fin de brindar un óptimo servicio de calidad al usuario.
The successful of every organization depends on the quality of its Human Resources, which play a fundamental role to guarantee the attention quality to the user. In the Dr. Teodoro Maldonado Carbo Hospital, the number of users that sign in day by day is most than 500, that people have many requirements, not being satisfied, and then it’s been generated discomfort, ‘cause they unknown the institutional process because they just have contact with the public servants hired temporally; so it’s been decided to make a field investigation at explaining way, descriptive way, and bibliographic, surveying to 157 public servants and 384 users, which give us as results that 54 % of the public servants almost never have received constantly capacitation; besides the 46% said that occasionally they receive an induction as helping to their functions, 61% of them thought that receiving a functions manual on admission to the institution it would get better the attention quality to the customer The 46% of the users said that when they have required information about a specific area, this wasn’t effective, therefore the 53% of them agree about the need of an elaboration of a manual of functions to the public servants hired eventually, and it’s been proven the hypothesis: If the public servants hired eventually have the knowledge about the institutional prodecure in the Dr. Teodoro Maldonado Carbo Hospital, then it would be guaranteed the attention quality to the user. The design of a functions manual was elaborated to the general surgery area as target to give a great quality service to the user.
The successful of every organization depends on the quality of its Human Resources, which play a fundamental role to guarantee the attention quality to the user. In the Dr. Teodoro Maldonado Carbo Hospital, the number of users that sign in day by day is most than 500, that people have many requirements, not being satisfied, and then it’s been generated discomfort, ‘cause they unknown the institutional process because they just have contact with the public servants hired temporally; so it’s been decided to make a field investigation at explaining way, descriptive way, and bibliographic, surveying to 157 public servants and 384 users, which give us as results that 54 % of the public servants almost never have received constantly capacitation; besides the 46% said that occasionally they receive an induction as helping to their functions, 61% of them thought that receiving a functions manual on admission to the institution it would get better the attention quality to the customer The 46% of the users said that when they have required information about a specific area, this wasn’t effective, therefore the 53% of them agree about the need of an elaboration of a manual of functions to the public servants hired eventually, and it’s been proven the hypothesis: If the public servants hired eventually have the knowledge about the institutional prodecure in the Dr. Teodoro Maldonado Carbo Hospital, then it would be guaranteed the attention quality to the user. The design of a functions manual was elaborated to the general surgery area as target to give a great quality service to the user.
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USUARIOS, DESCRIPCIÓN DE PUESTO, CALIDAD, SERVIDORES PÚBLICOS