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http://dspace.udla.edu.ec/handle/33000/8289| Tipo de material : | masterThesis |
| Título : | Propuesta de un plan de mejora, para incrementar los niveles de satisfacción en los usuarios del servicio de consulta externa (pediatría), ofertado por el Hospital de Especialidades de FF.AA. |
| Autor : | Ruiz Escobar, Mario Fabián |
| Tutor : | Larrea Cabrera, Susana Janneth |
| Palabras clave : | PLANIFICACIÓN ESTRATÉGICA;CONTROL DE CALIDAD;SERVICIOS MÉDICOS DE EMERGENCIA |
| Fecha de publicación : | 2017 |
| Editorial : | Quito: Universidad de las Américas, 2017 |
| Citación : | Ruiz Escobar, M. F. (2017). Propuesta de un plan de mejora, para incrementar los niveles de satisfacción en los usuarios del servicio de consulta externa (pediatría), ofertado por el Hospital de Especialidades de FF.AA (Tesis de maestría). Universidad de las Américas, Quito. |
| Resumen : | El Hospital de Especialidades de Fuerzas Armadas No 1, “H.E 1”, cuenta con más de 40 especialidades y sub especialidades médicas, quirúrgicas, odontológicas y administrativo... |
| Descripción : | The Armed Forces Specialties Hospital No. 1, (H.E 1), has more than 40 specialties and sub medical, surgical, dental and administrative specialties. Among them is the specialty of Pediatrics in the external consultation service. The high demand of users for health services offered causes levels of satisfaction of the external user for the care received does not always reach high levels, required by the legal regulations that for health, in Ecuador. This work was developed, 1) Considering the importance of the FF.AA. Specialty Hospital at the national level, being the first health center of the Armed Forces; And 2) Considering pediatrics as the specialty that covers a large segment of the population comprising the newborn, infant, child, child and adolescent, who are part of the vulnerable population and the future of the country. The problem was formulated, trying to detect or diagnose the current situation of H.E 1, in the pediatric outpatient service, for it was proposed as the persistent problem, the existence of gaps of dissatisfaction in the user of health services offered by the H.E 1; In addition, information was collected on the actions that the hospital had developed to detect levels of user dissatisfaction with its services and to reduce the levels of dissatisfaction presented; On this basis, field research was carried out by applying satisfaction surveys in January 2017 to a sample of pediatric outpatient services; The data obtained were tabulated, the results achieved were analyzed, 15 percent of users were dissatisfied, this allowed to formulate a proposal of an improvement plan, which is the objective of this work, to increase the levels of satisfaction in the users of the service of external consultation (pediatrics), offered by H.E 1; An adequate bibliographical revision was made, considering important issues related to the problematic of the work; It is expected that the proposed research and proposal will contribute to improve the quality of hospital care, considering that first is the person, then the rest. |
| URI : | http://dspace.udla.edu.ec/handle/33000/8289 |
| Aparece en las colecciones: | Maestría en Administración de Instituciones de Salud |
Ficheros en este ítem:
| Fichero | Descripción | Tamaño | Formato | |
|---|---|---|---|---|
| UDLA-EC-TEAIS-2017-40.pdf | 1,6 MB | Adobe PDF | Visualizar/Abrir |
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