Reingeniería del servicio de atención primaria en el Centro de Salud Pedernales, 2014
Fecha
2014
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Universidad de Guayaquil. Facultad de Ciencias Médicas. Escuela de Graduados
Resumen
Este estudio investigativo logro como objetivo identificar las causas de atención del servicio que brinda el Centro de Salud Pedernales, y su problemas que presenta los cuales perjudican la calidad de atención a los usuarios. Se analizó mediante un árbol de problemas. Entre los principales inconvenientes presentados esta la infraestructura física insuficiente de esta unidad para la demanda del cliente externo y de la poblacion en general, debido a que cada vez se incrementa resultando una institución con áreas de atención de espacio reducido causando incomodidad al usuario. Además se investigó el déficit que existe en la calidad y calidez del trato al usuario, la falta de capacitación permanente al personal de salud sobre temas de estándares de calidad, actualización de conocimientos técnicos, administrativos y operativos del Personal de Salud y Directivos, una de las causas es el cambio permanente de personal o la inestabilidad del cliente interno.
Para realizar esta investigación se utilizó como metodología la técnica de Encuesta aplicada al cliente externo y la Entrevista realizada al cliente interno para analizar, observar y recopilar información importante, conociendo así la problemática que presenta esta unidad de salud y obteniendo como resultado los problemas antes mencionados, evaluando la atención que brinda los servicios y departamentos de esta unidad de atención primaria de salud. Se elaboró la matriz FODA la cual nos ayuda a visualizar las Fortalezas, Debilidades, Oportunidades y Amenazas actuales de la institución y el árbol de objetivos para dar solución a los problemas encontrados.
Como resultado de este estudio se obtuvo un Plan Estratégico para proponer estrategias de mejoras y actividades a ejecutar de acuerdo a los problemas
encontrados con el fin de resolver estos inconvenientes que perjudican la calidad de atención de esta unidad hacia los usuarios.
Con este Plan Estratégico aplicándolo en la unidad de forma permanente se lograra cambios significativos que ayudaran a ejecutar una reingeniería de la atención primaria del Centro de Salud Pedernales.
Entre las soluciones a los problemas se encuentran: Ampliar o remodelar los departamentos de la unidad, implementar jornadas de capacitaciones permanentes en temas de calidad de atención, motivación al personal, relaciones humanas, y conocimientos técnicos y administrativos de los programas que brinda la unidad, con la finalidad de mejorar el servicio que se brinda.
Además será como ejemplo para otras unidades de salud con problemas similares.
This achievement research study aimed at identifying the causes of attention of the service provided Pedernales Health Center, and presents problems which impair the quality of service to users. It was analyzed by a problem tree. Among the main drawbacks is presented insufficient physical infrastructure of this unit to external customer demand and the general population, because each time is increased resulting in an institution with space-care areas reduced causing discomfort to the user. Moreover, the deficit in the quality and warmth of the deal the user, lack of ongoing training health personnel on issues of quality standards, updating of technical, administrative and operational knowledge of Health Personnel and Executives, one investigated the causes is the permanent change of personnel or internal instability client. To do this research was used as methodology the survey technique applied to the external customer and Interview internal customer to analyze, observe and gather important information and knowing the issues presented by this health unit and resulting in the aforementioned problems , evaluating the care provided services and departments of this unit primary health care. SWOT matrix which helps us visualize the strengths, weaknesses, opportunities and threats of the institution and the objective tree to solve the problems encountered was developed. As a result of this study a Strategic Plan was obtained to propose improvement strategies and activities to be implemented according to the problems found in order to solve these problems that harm the quality of care of this unit to users. With this Strategic Plan applying the unit permanently significant changes to help us perform reengineering of primary care Health Center Pedernales be achieved. Among the solutions to the problems they are: Expand or renovate the departments of the unit, implementing days of permanent training on issues of quality of care, staff motivation, human relations, and technical and administrative programs offered by the unit, in order to improve the service provided. It will also be an example for other health units with similar problems. Traductor de Google para empresas:Google Translator ToolkitTraductor de sitios webGlobal Market Finder
This achievement research study aimed at identifying the causes of attention of the service provided Pedernales Health Center, and presents problems which impair the quality of service to users. It was analyzed by a problem tree. Among the main drawbacks is presented insufficient physical infrastructure of this unit to external customer demand and the general population, because each time is increased resulting in an institution with space-care areas reduced causing discomfort to the user. Moreover, the deficit in the quality and warmth of the deal the user, lack of ongoing training health personnel on issues of quality standards, updating of technical, administrative and operational knowledge of Health Personnel and Executives, one investigated the causes is the permanent change of personnel or internal instability client. To do this research was used as methodology the survey technique applied to the external customer and Interview internal customer to analyze, observe and gather important information and knowing the issues presented by this health unit and resulting in the aforementioned problems , evaluating the care provided services and departments of this unit primary health care. SWOT matrix which helps us visualize the strengths, weaknesses, opportunities and threats of the institution and the objective tree to solve the problems encountered was developed. As a result of this study a Strategic Plan was obtained to propose improvement strategies and activities to be implemented according to the problems found in order to solve these problems that harm the quality of care of this unit to users. With this Strategic Plan applying the unit permanently significant changes to help us perform reengineering of primary care Health Center Pedernales be achieved. Among the solutions to the problems they are: Expand or renovate the departments of the unit, implementing days of permanent training on issues of quality of care, staff motivation, human relations, and technical and administrative programs offered by the unit, in order to improve the service provided. It will also be an example for other health units with similar problems. Traductor de Google para empresas:Google Translator ToolkitTraductor de sitios webGlobal Market Finder
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Palabras clave
Atención primaria de salud, Calidad de la atención de salud, Estrategias de salud, Reingeniería, Centro de Salud Pedernales, Cantón Pedernales, Ecuador, Implementación de plan de salud