Gerencia de Instituciones de Salud

Permanent URI for this collectionhttp://repositorio.uta.edu.ec/handle/123456789/6568

Browse

Filter results by typing the first few letters
Now showing 1 - 2 of 2
  • No Thumbnail Available
    Item
    Evaluación de la calidad percibida por el usuario externo en la farmacia de consulta externa y su incidencia en la imagen institucional del Hospital IESS Ambato
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Salazar Altamirano, Marcia Lorena; Jiménez Castro, Wilson Fernando
    This research was developed at the pharmacy Outpatient Hospital the Ecuadorian Institute of Social Security in the city of Ambato, where it was detected as the main problem the poor care provided external customers causing dissatisfaction them, adding to this problem other factors such as; the poor training of customer personnel area under study, the lack of a manual process, among others. The main objective being to determine the quality perceived by the external user in the pharmacy and its impact on the institutional image of the IESS Hospital Ambato. As well as identify the factors that affect the quality of service provided to external customers, determining their expectations and how this affects the degree of satisfaction in the Institutional Image and establish alternatives to improve service quality in dependence investigated The evaluate the quality of service received and determine the degree of satisfaction of external customers allows for alternatives to improve service based on the ISO 9001-2008 quality standard.
  • No Thumbnail Available
    Item
    Evaluación de la calidad y satisfacción de los servicios hospitalarios privados de la ciudad de Quito bajo la teoría del modelo SERVQUAL
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Jaya Veloz, Verónica Paulina; Díaz Córdova, Jaime Fabián
    With the development of humanity, and particularly with advances in the field of medicine, it is necessary to make a call to humanize health care and provide higher quality services. Quality in health care should be based on activities aimed at ensuring accessible and equitable health services with optimal professionals and taking into account available resources, achieving user satisfaction with the care received (Pérez, 2008). The research has the objective of identifying the level of quality based on user satisfaction, through a qualitative-quantitative approach and a type of exploratory and descriptive research, a systematic review of the scientific information was carried out. Subsequently, quality was evaluated through the application of the SERVQUAL questionnaire adapted to a sample of patients of 298, under criteria of inclusion, exclusion and ethics. Data were tabulated and analyzed in addition to graphically plotted to allow easy interpretation. Finally, it was concluded that the Hospital de Clinical Pichincha presents an indifferent level of satisfaction of the users based on their perceptions and expectations of the service, and a quality index of the service of medium high, for which it was proposed the elaboration and implementation of a Technical guide for assessing the quality of health services measured the levels of user satisfaction.