Análisis de la calidad del proceso de atención al paciente en el área de emergencia del Hospital San Francisco de Quito durante el año 2016, para la elaboración de un plan de mejora continua

Abstract

The quality of the patient care process in the emergency area of the HSFQ was analyzed and an improvement plan was developed to correct the critical knots that are related to patient satisfaction, due to personal causes, environment, materials, methods or processes of attention. It was determined that the moments of truth are: medical qualification, triage, medical attention and support services. The patient was characterized: 123,385 patiens attended in 2016, mostly between 15 and 40 years, 70,077 women and 53,308 men. Main diagnoses: diarrhea and gastroenteritis of immunological origin, acute rhinopharyngitis, acute tonsillitis, among others. Time of attention varies between 1 and 2 hours, peak hours between 8 and 12 hours, less availability of resources in 2016 was in supplies with 66% and in 2017 medicines with 79.31%. The effectiveness of the service was affected because approximately 17.83% of the members did not receive care within the first hour according to the triage, the average time of emergency response of the ECU 911, exceeded that stipulated in the year 2016 and 2017