Evaluación de la calidad de atención de los servicios que brinda el subcentro de salud colorado y propuesta de un programa de capacitación a usuarios internos y externos
Fecha
2014
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Universidad de Guayaquil. Facultad de Ciencias Médicas. Escuela de Graduados
Resumen
Las deficiencias en los servicios que brinda el Subcentro de Salud Colorado, del cantón Montecristi, provincia de Manabí, ocasionan reclamos e insatisfacción por la mala calidad de atención a los pacientes por parte del personal de salud. Los objetivos planteados en este trabajo fueron: Evaluar la calidad de atención del Subcentro de Salud y propuesta de un Programa de Capacitación a usuarios internos y externos; Analizar la demanda y oferta de los servicios de salud, procesos y resultados; Evaluar los indicadores de proceso y resultados, así como la satisfacción de usuarios y Diseñar un Programa de Capacitación a usuarios internos y externos en términos de la Calidad de Atención. La investigación se desarrolló en el Subcentro de Salud Colorado, desdeEnero a Diciembre del 2011. Fue una investigación descriptiva con diseño transversal, no experimental. El universo estuvo constituido por todos los pacientes atendidos en Consulta Externa en el periodo señalado y todo el personal que allí trabaja; para los pacientes la muestra fue de187 usuarios y para el personal, la muestra es el universo. Se emplearon encuestas, observación directa, análisis documental, procesamiento estadístico de datos y análisis-síntesis matriz en L, gráfico de Gantt. Se concluyó que: La demanda fue atendida, y debe mejorar la oferta para los meses de invierno sobre todo en Medicina General y Pediatría; La morbimortalidad está dentro de estándares y sus principales causas están determinadas pero no se especifican todos los indicadores vigentes por el MSP y se propusieron 9 indicadores para mejorar la calidad del desempeño gerencial; La satisfacción de los usuarios externos no es completa por problemas principalmente en: solicitud de turnos, insuficiente explicación de médicos y enfermeras, ningún confort en área de espera, y sobre todo por capacitación insuficiente para el personal. Se diseñó un Programa de Capacitación para los usuarios internos y los externos. Los resultados se entregaron a las autoridades del Subcentro de Salud Colorado.
The services provided by the Colorado Health Sub-center of Montecristi, Manabí province, causing complaints and dissatisfaction due to poor quality of patient care by health personnel. The objectives were to evaluate the quality of health care Subcentro and proposed a training program to internal and external users; Analyze the demand and supply of health services, processes and outcomes, assess the process and outcome indicators and user satisfaction and design a training program to internal and external users in terms of the Quality of Care. The research took place in the Colorado Health Sub-center, during January to December 2011. It was a descriptive cross design, not experimental. The universe were all patients seen in outpatient within the prescribed period and all the staff who work there , for patients the sample was 187 users and staff, the sample is the universe. Surveys, direct observation, document analysis, data processing and statistical analysis-synthesis matrix L, Gantt chart were used. It was concluded that : The request was met and should improve the supply for the winter months especially in General Medicine and Pediatrics , The morbidity is inside standards and its main causes are certain but not all existing indicators for the MSP are determined and nine indicators to improve the quality of managerial performance were proposed ; satisfaction of external users is not complete due to problems mainly : application turns insufficient explanation of doctors and nurses , no comfort in the waiting area , and staff on primarily by insufficient training . A training program for internal and external users was designed. The results were presented to the authorities of Colorado Health Sub-Centre.
The services provided by the Colorado Health Sub-center of Montecristi, Manabí province, causing complaints and dissatisfaction due to poor quality of patient care by health personnel. The objectives were to evaluate the quality of health care Subcentro and proposed a training program to internal and external users; Analyze the demand and supply of health services, processes and outcomes, assess the process and outcome indicators and user satisfaction and design a training program to internal and external users in terms of the Quality of Care. The research took place in the Colorado Health Sub-center, during January to December 2011. It was a descriptive cross design, not experimental. The universe were all patients seen in outpatient within the prescribed period and all the staff who work there , for patients the sample was 187 users and staff, the sample is the universe. Surveys, direct observation, document analysis, data processing and statistical analysis-synthesis matrix L, Gantt chart were used. It was concluded that : The request was met and should improve the supply for the winter months especially in General Medicine and Pediatrics , The morbidity is inside standards and its main causes are certain but not all existing indicators for the MSP are determined and nine indicators to improve the quality of managerial performance were proposed ; satisfaction of external users is not complete due to problems mainly : application turns insufficient explanation of doctors and nurses , no comfort in the waiting area , and staff on primarily by insufficient training . A training program for internal and external users was designed. The results were presented to the authorities of Colorado Health Sub-Centre.
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Evaluación de procesos y resultados en atención de salud, Calidad de la atención de salud, Subcentro de Salud Colorado, Cantón Montecristi, Ecuador, Planes y programas de salud