Propuesta para mejorar el servicio de atención del adulto mayor en el Hogar Corazón de Jesús de la Junta de Beneficencia de Guayaquil.

Abstract

The care of the elderly is a fundamental need for the family and society capable of providing and helping basic care, nowadays the life expectancy of the people has increased but in some occasions the elderly has lost partially or totally its independence due to chronic diseases that become more acute as the years go by. The objective of this research was to design a service improvement plan for the care of the elderly in the “Corazón de Jesús” Home through field research to develop a proposal in the care processes. The methodology applied in the research characterized was, as a non-experimental study, with a quantitative approach using the statistical method for sample determination and population analysis. The diagnosis made was through a questionnaire that measured the quality of the entire service in the organization, for which 147 clients surveyed were, showing the safety element as the best quality and the rest of the elements quality insufficient. An action plan proposed was in order to counteract those elements with the lowest score in the quality perceived by the clients. Finally, the proposal for continuous improvement it’s based on four fundamental pillars such as training for the children of the elderly, permanent attention in general rooms 24/7, communication and recreational activities.