Gestión de calidad en la atención del usuario en consulta externa en el Dispensario “La Raíz” del Cantón El Carmen de la Provincia de Manabí
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2017
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Universidad de Guayaquil. Facultad de Ciencias Médicas. Escuela de Graduados
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Antecedente: en la actualidad la calidad es uno de los factores con mayor relevancia en los sistemas de gestión y las relaciones doctor-usuario. Objetivo: evaluar la gestión de la calidad en la atención de consulta externa en el dispensario “La Raíz” del cantón El Carmen, durante el periodo 2016. Metodología: se realizó con enfoque cuantitativo, el cual consiste en recolección de datos en bases de una numeración y análisis estadístico. El universo de la investigación son los 334 pacientes que asistieron a la consulta externa del Dispensario “La Raíz”. Resultados: más importantes que el
76% fueron atendidos y 24% no fueron atendidos, que el nivel de satisfacción fue de 42.53% e insatisfacción fue de 57.43. Conclusión: realizar un plan de mejoramiento de calidad propuesto tiene como objeto minimizar las inconformidades de los usuarios del Dispensario La Raíz, así mismo mejorar el sistema de gestión de la calidad mediante el agendamiento de citas médicas, incremento del personal profesional, capacitación continua al cuerpo médico en relación con los paciente, medición de satisfacción del usuario de consulta externa y finalmente asamblea para seguimiento del plan de mejora
At present, quality is one of the most relevant factors in management systems and doctor-user relationships. The general objective of the research is to determine the quality of care at the outpatient clinic at the “El Carmen” clinic in the period 2016. The methodology was carried out with a quantitative approach, which consists of data collection based on a numbering and statistical analysis. The methods used in this research are retrospective, transversal, observational, descriptive and analytical. The universe of our investigation is 2106 affiliated to the peasant insurance in the “La Raíz” Dispensary and the sample is of 401 patient which should be evaluated. The most important results were that 76% were attended and 24% were not attended, that the level of satisfaction was 16% and dissatisfaction was 84%. Conclusion to carry out a proposed quality improvement plan, the objective is to minimize the nonconformities of the users of the Dispensary, as well as improve the quality management system by scheduling medical appointments, increasing professional staff, continuous training of the medical staff In relation to the patients, measurement of user satisfaction of external consultation and finally assembly to follow up the improvement plan
At present, quality is one of the most relevant factors in management systems and doctor-user relationships. The general objective of the research is to determine the quality of care at the outpatient clinic at the “El Carmen” clinic in the period 2016. The methodology was carried out with a quantitative approach, which consists of data collection based on a numbering and statistical analysis. The methods used in this research are retrospective, transversal, observational, descriptive and analytical. The universe of our investigation is 2106 affiliated to the peasant insurance in the “La Raíz” Dispensary and the sample is of 401 patient which should be evaluated. The most important results were that 76% were attended and 24% were not attended, that the level of satisfaction was 16% and dissatisfaction was 84%. Conclusion to carry out a proposed quality improvement plan, the objective is to minimize the nonconformities of the users of the Dispensary, as well as improve the quality management system by scheduling medical appointments, increasing professional staff, continuous training of the medical staff In relation to the patients, measurement of user satisfaction of external consultation and finally assembly to follow up the improvement plan
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GESTION DE LA CALIDAD, LA RAIZ DEL CANTON EL CARMEN, CANTON MANABI, ECUADOR