Influencia de la calidad de atención en la satisfacción de los usuarios de emergencia y consulta externa, en el Laboratorio Clínico y Departamento de Imágenes del Hospital General Guasmo Sur, propuesta de un plan de mejoras.

Abstract

The objective of this project is to determine the influence on the quality of customer service in the areas of Emergency and External Consultation, regarding the services provided by the Clinical Laboratory and the Imaging Department, through quantitative methods, to propose an improvement plan. This was achieved through the study of theories and the implementation of a satisfaction survey regarding the services received by users through a set of quantitative variables that identify them. Where means tests were used with a t-statistic that was compared with the averages obtained in aspects of quality of care, information and facilities, percentages are added for these three aspects and has the average, on the contrary for the items of Yes and No and the of opportunity of care was compared proportions the test statistic in this case is Chi square and says that there are important differences in the number of people who said yes in the Lab area compared to those who said yes in the department of Images. Research work that allowed to know the level of satisfaction of the users of the image department as well as the clinical laboratory. The conclusions were that the external users who receive the services of the clinical laboratory are more satisfied than the users of the services of the image department, although in both areas positive responses are highlighted. Noting that the highest points in both measurements were obtained in the confidentiality of the process and the results.