Evaluación de la calidad de atención en la consulta externa de oftalmología en el Hospital del IESS de Manta 2011 y recomendación de una propuesta para su mejoramiento
Fecha
2011
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Universidad de Guayaquil. Facultad de Ciencias Médicas. Escuela de Graduados
Resumen
El problema fue que en el Hospital IESS de Manta, en la consulta externa de oftalmología, no existió satisfacción en cuanto se refiere a la calidad y calidez de atención a los usuarios, quienes permanentemente demandan una mejor atención. El objetivo general fue evaluar la calidad de atención en la consulta externa de oftalmología del Hospital IESS de Manta en los meses de enero a junio del 2011. Los objetivos específicos fueron filiación de los pacientes, análisis de la oferta, indicadores de gestión, atención con calidad y calidez, satisfacción del usuario y recomendación de una propuesta técnico – administrativa. La metodología fue una investigación descriptiva, de diseño transversal, no experimental, cuyo universo lo constituyeron 3248
pacientes atendidos en oftalmología desde enero a junio del 2011 con una muestra de 121 usuarios encuestados, seleccionada mediante muestreo aleatorio simple. Como resultados se obtuvo que en cuanto a la afiliación predominaron los de la edad comprendida entre 18 a 49 años con un 64.9%; de sexo femenino 66 personas con 54.5%; la filiación fue patronal en 63 personas con un 52.1%; que residían en Manta 101 personas con el 83.5%; el motivo de la consulta fue por enfermedad con 84 personas que correspondió al 84%; que la patología más frecuente entre otras fue el Pterigion en 26 personas con el 21.5% luego seguido de cataratas en 20 personas con el 20.5%; en cuanto a la satisfacción de las expectativas de los usuarios se cumplió en un 51%, y de manera parcial en un 43%, la amabilidad recibida en el servicio, los conocimientos, habilidades y la privacidad fueron percibidos como buenos en un 52%, los tiempos de programación quirúrgica y citas del Call Center se consideraron aceptables y se evidenció aspectos de mejora en cuanto a medicación y tecnología oftalmológica. Se discutió y concluyó que los datos demostrados en las encuestas, confirmaron la necesidad de recomendar una propuesta de modelo de gestión técnico – administrativo en el servicio de oftalmología del Hospital IESS de Manta basado en la
norma de calidad ISO 9001: 2000 en organizaciones sanitarias
The problem was at the Hospital IESS of Manta, in the external consultation of ophthalmology, satisfaction does not exist in as much as you refer those who to quality and warmth of attention to the users, they are demanding a better attention. The eneralobjective was to evaluate the quality of attention in the external consultation of oophthalmology of the Hospital Manta's IESS in the months of January to June of 2011.of he specific objectives were affiliation of patients, analysis of the supply, management indicators, quality care and warmth, satisfaction and recommendation of a technical proposal - administrative. The methodology was a descriptive investigation itself, a transverse design, not experimental, whose universe was constituted by 3248 patients attended in the external consultation of ophthalmology from January to June of the 2011 with a sign of 121 users polled, selected by means of aleatory simple sampling. As results were obtained than the ones belonging to the understood age between 18 to 49 years with a 64,9 % predominated as to affiliation; Of female sex 66 people with 54,5 %; The motive of the consultation was for disease with 84 people that you correspond to the 84 %; That the most frequent pathology between another one was the Pterigion in 26 people with the 21,5 % followed of waterfalls in 20 people with the 20,5 %; It came true in a 51 % as to the satisfaction of the expectations of the users, and of partial way in a 43 %, the kindness received in the service, knowledge, abilities and privacy were perceived like good in a 52 %, the times of surgical programming and the Call Center's appointments considered themselves acceptable and improving aspects as to medication and ophthalmological technology are evidenced. Discussed and concluded than the data demonstrated in the opinion polls; they confirm the need to recommend a technical proposal of model of step – white-collar worker in the service of ophthalmology of the Hospital IESS of Manta once the standard of quality was based on ISO 9001: 2000 in sanitary organizations
The problem was at the Hospital IESS of Manta, in the external consultation of ophthalmology, satisfaction does not exist in as much as you refer those who to quality and warmth of attention to the users, they are demanding a better attention. The eneralobjective was to evaluate the quality of attention in the external consultation of oophthalmology of the Hospital Manta's IESS in the months of January to June of 2011.of he specific objectives were affiliation of patients, analysis of the supply, management indicators, quality care and warmth, satisfaction and recommendation of a technical proposal - administrative. The methodology was a descriptive investigation itself, a transverse design, not experimental, whose universe was constituted by 3248 patients attended in the external consultation of ophthalmology from January to June of the 2011 with a sign of 121 users polled, selected by means of aleatory simple sampling. As results were obtained than the ones belonging to the understood age between 18 to 49 years with a 64,9 % predominated as to affiliation; Of female sex 66 people with 54,5 %; The motive of the consultation was for disease with 84 people that you correspond to the 84 %; That the most frequent pathology between another one was the Pterigion in 26 people with the 21,5 % followed of waterfalls in 20 people with the 20,5 %; It came true in a 51 % as to the satisfaction of the expectations of the users, and of partial way in a 43 %, the kindness received in the service, knowledge, abilities and privacy were perceived like good in a 52 %, the times of surgical programming and the Call Center's appointments considered themselves acceptable and improving aspects as to medication and ophthalmological technology are evidenced. Discussed and concluded than the data demonstrated in the opinion polls; they confirm the need to recommend a technical proposal of model of step – white-collar worker in the service of ophthalmology of the Hospital IESS of Manta once the standard of quality was based on ISO 9001: 2000 in sanitary organizations
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CALIDAD DE VIDA, CIRUGIA, HOSPITAL GENERAL DE MANTA IESS, CANTON MANTA, ECUADOR