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http://dspace.udla.edu.ec/handle/33000/8297| Tipo de material : | masterThesis |
| Título : | Evaluación del nivel de satisfacción en atención del usuario externo en el área de consulta externa del servicio de neurología clínica del Hospital de Especialidades Eugenio Espejo |
| Autor : | Mora Álvarez, Andrea Jackeline |
| Tutor : | Larrea Cabrera, Susana Janneth |
| Palabras clave : | EVALUACIÓN DE RECURSOS;DESEMPEÑO LABORAL;CONTROL DE CALIDAD;SERVICIOS MÉDICOS DE EMERGENCIA |
| Fecha de publicación : | 2017 |
| Editorial : | Quito: Universidad de las Américas, 2017 |
| Citación : | Mora Álvarez, A. J. (2017). Evaluación del nivel de satisfacción en atención del usuario externo en el área de consulta externa del servicio de neurología clínica del Hospital de Especialidades Eugenio Espejo (Tesis de maestría). Universidad de las Américas, Quito. |
| Resumen : | El objetivo de este trabajo fue evaluar y analizar el nivel de satisfacción en atención que percibe el usuario externo en el área de consulta externa del servicio de Neurología Clínica del Hospital Eugenio Espejo y realizar una propuesta de mejoramiento... |
| Descripción : | The objective of this study was to evaluate and analyze the level of satisfaction in care perceived by the external user in the area of external consultation of the Clinical Neurology service of the Hospital Eugenio Espejo and make a proposal for improvement. The present investigation is a descriptive cross-sectional study of the type of survey, sample studied: 365 randomly selected users who attended the external consultation of the Clinical Neurology service on the days of the survey. The tool used was a structured survey, adapted for the study, based on similar previous research. The results obtained were that of the total of the sample, the majority was female (64.93 percent), the majority is included in the age group between 50-59 years, the level of education that predominated was complete secondary And the ethnicity with which the largest number of users is identified is mestiza. According to the analysis of the variables, the external users present greater dissatisfaction at the time of getting a medical appointment at the required time, when they attend the medical appointment and are not attended on time, due to shortages of drugs in the pharmacy, limited accessibility to the hospital since Their address and in the treatment received by the administrative staff; On the other hand, there is a high percentage of satisfaction regarding the treatment received by medical and nursing personnel, the clarity in which health personnel provide information, infrastructure, environment and cleanliness of the hospital, respect and privacy in the Attention and beliefs. The overall satisfaction perceived by the external user was high represented by 79.4 percent. In conclusion the perceived global satisfaction is high, there are important critical variables that must be modified for a quality hospital management. This research provides specific data on levels of external user satisfaction, to optimize care and to perform it with quality and warmth, and proposes an improvement plan applicable in the external consultation area of the Clinical Neurology service of Eugenio Espejo Hospital. |
| URI : | http://dspace.udla.edu.ec/handle/33000/8297 |
| Aparece en las colecciones: | Maestría en Administración de Instituciones de Salud |
Ficheros en este ítem:
| Fichero | Descripción | Tamaño | Formato | |
|---|---|---|---|---|
| UDLA-EC-TEAIS-2017-47.pdf | 892,3 kB | Adobe PDF | Visualizar/Abrir |
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