Evaluación de la calidad de atención y su relación con la satisfacción de los pacientes en el área de pediatría y propuesta de un plan de mejora continua para aumentar la satisfacción de los usuarios de consulta externa y hospitalización del hospital general IESS de los Ceibos.

Abstract

In the hospital setting, user satisfaction is one of the elements used to evaluate health services in a simplified way, since it is directly related to health well-being, it contributes to the improvement of hospital services because both Satisfaction and dissatisfaction constitute the person's value judgments about the quality of care received. This project aims to develop a continuous improvement plan to increase the satisfaction of outpatients and hospitalization in the area of pediatrics, analyze the aspects in deficiency in order to improve the care provided to users. For the collection of the information a self-made survey was used, based on the original servqual model to measure the perception of satisfaction by the attendees in the area of pediatrics of the Hospital de los Ceibos, using the Likert scale. In addition, a sample of health personnel was surveyed to better evaluate the service provided. All the information was processed in the Excel program and R commander version 3.5.1, the evaluated individuals said they were satisfied with the dimensions evaluated to measure the quality of the service received in the area of pediatrics, however, some aspects can be improved to provide a service of higher quality. Due to this, an improvement plan was elaborated where the strategic steps for the solution of problems and continuous improvement of the pediatric area are exemplified.