Mejoramiento de la calidad de atención del servicio de emergencia del Hospital Pablo Arturo Suárez Quito 2016

Abstract

Quality means a set of properties inherent in something that allow us to judge its value. Quality in health services is the habit developed and practiced by an organization to interpret the needs and expectations of its clients. When health services do not satisfy the needs of users, quality standards are not accomplish. The central problem of this study was the deterioration of the quality of attention of the emergency of the Pablo Arturo Suárez hospital. The investigation had as aim improve the quality of attention of the emergency service of the Pablo Arturo Suárez hospital. The people who took part in this project were: the doctors who are worked at the emergency, the personnel of customer service who work in the emergency and the users who came to be attended in the service. Within the results, it was observed that it reduced the time to solve effectively the health issues of the patients, it strengthened the patient’s rights in the emergency service and there was improved the advising that offers the customer service personnel to the user in the emergency service; which significantly increased user satisfaction.