Evaluación de la calidad de atención del usuario en el área de observación basado en el modelo SERVQHOS del hospital del Día Sur Valdivia, de la ciudad de Guayaquil.

Abstract

This research paper addresses the need to evaluate aspects related to the internal functioning and management of the observation area at the Surgical Clinical Center Hospital of the South Day Valdivia in the city of Guayaquil. The objective of this study is to analyze the variables that determine the quality of care in the area of observation through the application of the SERVQHOS model. In addition, it is intended to establish improvement strategies that allow optimizing the quality of the service, as a change or procedure has been implemented. A qualitative and quantitative, retrospective non-experimental, cross-sectional study was conducted through two interviews with managers and 324 respondents using a research instrument that measures the perception of the quality of service according to the user, through which it was possible to determine the Need to implement quality assessment strategies presented as a proposal. The format of use and implementation of the instrument, the main reference for the implementation of the final amendment that involves the creation of a quality assessment system, is also explained. The topic includes an overview of the succession of these guidelines, showing the prevailing ones, their benefits and advantages, such as the suppression of errors and an improvement in the quality of service that induces a considerable improvement for both the hospital and the users. According to the results obtained, a continuous strategy plan will be carried out for emergency personnel.