Gerencia de Instituciones de Salud

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

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2016 - 20172

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Subject: search.filters.subject.FARMACIA

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    El modelo SERVQUAL de calidad en el servicio del sistema de distribución de medicamentos por dosis unitaria y el nivel de aceptación de los usuarios del servicio de pediatría del Hospital José María Velasco Ibarra, de la ciudad de Tena
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Ortiz Udeo, Alex Fabián; Ballesteros López, Leonardo Gabriel
    The present study aims to quantitatively measure the quality of service and the level of acceptance of the users of the pediatric service of the Hospital José María Velasco Ibarra, in the city of Tena, which began operations in 1986, belongs to the according to the level of care, ie all the specialized outpatient care services and services and those requiring hospitalization services, the pharmacy meets the needs of its users through information, separation, provision, acquisition, inspection, dispensing, medication , the research is field with a mixed approach, that is to say qualitative and quantitative, qualitative because it requires the identification of causes, satisfaction, preferences and quality of service, it is also quantitative because scales, formulas and statistics are used when tabulating the surveys and to verify the hypotheses, in terms of its modality, it is in function both from the collection of data and from the characteristics of the same, starting with documentary research, as it analyzes internal laws, regulations, trades, reports and documents in relation to the system of drug distribution per unit dose and the questionnaires themselves servqual, is also field research as questionnaires are applied to users of the pediatric service of the Hospital José María Velasco Ibarra, Tena city, in addition to observations to the internal processes that are generated within the area and likewise it is characterized as exploratory because it is necessary to identify and measure research variables such as quality of service, which has not been measured before, highlighting facts and important factors. The servitud model was applied, determining that there are four components that are above the threshold of satisfaction, that is, in terms of tangible elements, safety, reliability and empathy, perceptions exceed expectations, recognizing these circumstances as quality, on the other side in terms of responsiveness, perceptions do not exceed expectations so there is opportunity for improvement. In order to improve the quality components that do not exceed the expectations of the users, a Service and Customer Service Manual based on the Disney Service Model was designed, applied to the pediatric service of the José María Velasco Ibarra Hospital, in the City of Tena, for which users were sequentially identified, averaging 71, their needs were determined and indicators were developed to measure quality.
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    Nivel de satisfacción del usuario externo en la farmacia de la Fundación Internacional Buen Samaritano Paul Martel.
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud, 2016) Toaquiza Aguagallo, Norma Cecilia; Arbeláez Rodríguez, Gloria del Rocío
    Objective: To determine the level of satisfaction of external users of the pharmacy International Good Samaritan Paul Martel (FIBUSPAM) Foundation. Methodology: Inductive study with qualitative approach - quantitative mode field descriptive. The sample consisted of 125 external users. a questionnaire designed according to SERVQUAL methodology was used, the instrument consisted of 20 items to expectations (E) and 20 items for perceptions (P), with type rating scale Likert, the level of satisfaction of the difference between E was obtained and P. Results: 56 percent of external users was female; 55.2 percent with a level of secondary education; 50 percent of the population greater than or equal to 38 years. It determined globally, 40 percent satisfaction level and 33.5 percent dissatisfaction lower level. The gaps between expectations and perceptions were -0.6 in dimensions’ tangibles, responsiveness and empathy, and -0.5 in reliability and safety. weak negative association between satisfaction and age was found, the dimension’s tangible elements, security and empathy showed weak negative correlation with age; tangibles weak and the level of positive correlation study also showed differences in satisfaction of men and women. By Fisher test statistic at least one level of satisfaction was different, Duncan test showed that the mean sub groups were similar to the dimensions of quality. Conclusions: The low and medium satisfaction and dissatisfaction were predominant in the study, the thresholds between perceptions and expectations defined poor quality care in all dimensions; female gender, older adults and secondary education were elements away in greater proportion limit of satisfaction.