Evaluación de la calidad del servicio del área quirúrgica del Hospital Jaime Roldós Aguilera del cantón Ventanas.

Abstract

The present work evidences the different setbacks raised in the execution of the surgical procedures of the institution, having as main objective to evaluate the quality of the service of the surgical area of the Jaime Roldós Aguilera Basic Hospital of the Ventanas canton, for the elaboration of a focused improvement plan in patient satisfaction. The methodology used was the mixed approach, an exploratory and descriptive study, a cross-sectional design, the data collection instruments were the survey and observation. The results revealed that there are deficiencies in the dimension of tangible elements due to the inadequate equipment and supplies that the hospital has for surgeries and its infrastructure that does not match the demand for interventions; in addition, the discomfort with the level of response capacity that affects the quality of the service; as well as, the deficiency in the empathy dimension where the medical personnel of the surgical area do not attend with courtesy. That is why, an improvement proposal is designed taking as a reference the deficiencies found; in order to improve the quality of services in the surgical area of the Jaime Roldós Aguilera Basic Hospital and obtain positive results on user satisfaction.