Propuesta de un sistema de gestión de calidad en base a la norma ISO 9001:2015 en la Clínica Santamaría de la ciudad de Guayaquil.

Abstract

The present study aims to design a quality management system at Clínica Santamaría in the city of Guayaquil, based on ISO 9001:2015 standards. A non-experimental design was employed, analyzing data collected directly from the clinic, using both descriptive and exploratory research methods. The inductive-deductive methodology was used to derive general principles from the analysis of specific cases. Data collection involved surveys conducted with all 61 employees of the clinic, as well as 185 patients to assess their satisfaction levels. Primary sources, such as surveys, and secondary sources, like previous research documents, were utilized. The results indicated the need for implementing a quality management system based on ISO 9001:2015 at the clinic. Inadequate planning and established processes led to patient complaints and administrative disarray. The proposed implementation of a quality management system aims to enhance competitiveness, customer trust, cost reduction, compliance with applicable standards, and ensure customer satisfaction. In conclusion, implementing a quality management system at Clínica Santamaría will strengthen its medical processes and services, achieving high-quality standards and ensuring the organization's success and sustainable growth.