PROPUESTA DE MEDIACIÓN DE LOS RECLAMOS DE USUARIOS DEL INSTITUTO DE NEUROCIENCIAS DE GUAYAQUIL
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2016-09
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Universidad de Guayaquil Facultad de Ciencias Psicológicas
Resumen
Antecedentes.-El malestar y los potenciales conflictos, que se han producido en los psiquiatras del Instituto de Neurociencias (INC) de la Ciudad de Guayaquil, relacionados con el procesamiento, por parte del Sistema de Gestión de la Calidad, de los buzones de quejas.
Objetivo general.- Proponer una guía de manejo de las quejas de tal manera que se atenúe el impacto que se producirían en los especialistas, en la que se incluyan técnicas de mediación, para disminuir el riesgo de alteración del clima laboral/organizacional del INC
Metodología.- Es una investigación-acción participativa, comienza con la observación de todas las quejas del año 2015; para después pasar al análisis transversal de las reacciones de los psiquiatras ante las quejas de los usuarios, mediante una encuesta e intervención con el grupo focal.
Resultados.-En el 2015, el 1.17% del total de atenciones se quejaron de los psiquiatras, de las que el 81% no fueron por la parte técnica sino por maltrato. En la encuesta, de agosto del presente año, el 87.50% de los psiquiatras respondió que no estaba de acuerdo en que eran justas las quejas; el 58% contestaron que el procesamiento del buzón de quejas no motiva ni aumenta el interés por su trabajo. En el grupo focal se evidencio un moderado malestar laboral relacionado con lo anterior
Background.-The discomfort and potential conflicts that have occurred in psychiatrists at the Neurosciences Institute of the City of Guayaquil related to processing, by the quality management system, complaints mailboxes. General Objective.-To propose a guide to handling complaints so that the impact that would occur in the specialists, which included mediation techniques dims, to reduce the risk of disruption of work / organizational climate INC Methodology.-It is a participatory action research, begins with the observation of all complaints in 2015; then go to transversal analysis of the reactions of psychiatrists to complaints from users, through a survey and intervention with the focus group. Results.-In 2015, 1.17% of total attentions complained of psychiatrists, of which 81% were not for the technical part but by abuse. In the survey, in August this year, 87.50% of psychiatrists said he was not agree that the complaints were fair; 58% answered processing complaints box does not motivate or increase interest in his work. In the focus group a moderate labor unrest related to the above was evident. Conclusions.-The mere bureaucratic management of complaints is not enough for it to be applied to serve as a guide at the same time, management problems and mediation of potential conflicts
Background.-The discomfort and potential conflicts that have occurred in psychiatrists at the Neurosciences Institute of the City of Guayaquil related to processing, by the quality management system, complaints mailboxes. General Objective.-To propose a guide to handling complaints so that the impact that would occur in the specialists, which included mediation techniques dims, to reduce the risk of disruption of work / organizational climate INC Methodology.-It is a participatory action research, begins with the observation of all complaints in 2015; then go to transversal analysis of the reactions of psychiatrists to complaints from users, through a survey and intervention with the focus group. Results.-In 2015, 1.17% of total attentions complained of psychiatrists, of which 81% were not for the technical part but by abuse. In the survey, in August this year, 87.50% of psychiatrists said he was not agree that the complaints were fair; 58% answered processing complaints box does not motivate or increase interest in his work. In the focus group a moderate labor unrest related to the above was evident. Conclusions.-The mere bureaucratic management of complaints is not enough for it to be applied to serve as a guide at the same time, management problems and mediation of potential conflicts
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Calidad, conflicto, mediación