MEJORAMIENTO DE LA CALIDAD DEL SERVICIO DE LA CONSULTA EXTERNA DEL HOSPITAL IEES DURÁN

Abstract

The quality of the services provided by a hospital institution can be known through several evaluation models. The outpatient care service of the Hospital IESS Durán represents, for a good part of the elderly and under age dwellers of the city Durán, the natural entrance door to the medical network of the Ecuadorian Institute of Social Security, and is the reflection of the strengths and weaknesses of the health system of this institution. This document aims to contribute to the improvement of the service in the outpatient care division to generate a higher user satisfaction. Through the review of the literature, the waiting time, quality of care, user satisfaction and appointment scheduling are studied. Through the application of a survey, the factors that influence the improvement of the Outpatient care service, and the problems that affect the satisfaction and perception of the user are identified. As a result, from the total of users surveyed 43% required from 1 to 3 months to get a medical appointment. The satisfaction of the users regarding the quality of the outpatient care service is high.