Calidad de atención al cliente en la función secretarial en el Área N° 25 Hospital Cantonal de Playas, durante el período 2011 – 2012.

Abstract

This project has been done with the intention of making improvements to the attitude of the administrative staff toward the user-client that attends to the Playas Hospital, Public Health Minister Institution, which provides primary attention in health with thought of fairness, effectiveness, efficiency and excellence. To encourage training for the employees with the purpose of offering improved service. Methodology applied has been the inductive, deductive and scientific, allowing evaluate excellence of service, to emphasize the positive aspects of customer service. A structural quiz was used, based on variables found on samples of patients that attend to the hospital. Survey was the technique used. The results were analyzed according to the perception of clients. With the evaluation of the analysis, our proposal is to develop a structural manual to increase customer service excellence so employees find out improved strategies. The proposal has been done according to the need found, an overview of rules, laws and regulations have been taken into account as a suitable plan to allow giving fair treatment and constantly enhance the excellence of service to customers.