Gestión de la calidad en la consulta externa y su relación con la satisfacción del usuario externo en el Hospital General Guasmo Sur.

Abstract

The general objective of the present investigation was to design a plan to improve quality management in outpatient clinics and its relationship with satisfaction to the external user at the General Hospital Guasmo Sur. For this, a methodology with a correlational scope was used, with a quantitative approach and a deductive method. To collect data, two questionnaires were used, on the one hand, there is the validated five-dimensional questionnaire with 21 questions for quality process management, while an eight-question questionnaire was used to measure satisfaction. Among the results of the investigation, it was possible to demonstrate that there are problems with waiting times and with the reliability of the service, especially due to the lack of coordination between areas. Regarding satisfaction, this was partially satisfactory. The hypothesis that the management of quality processes in the outpatient clinic is significantly related to the satisfaction of the external user at the General Hospital Guasmo Sur was verified, with a Pearson correlation coefficient of 0.795, with empathy being the most correlated dimension. The proposals focused on socializing the mission, vision and organizational values, manager training and patient care protocols. The proposal's budget is $ 1,180.75 with a schedule that begins in 2021.