La gestión por procesos y su incidencia en la satisfacción de los clientes en la Clínica Santa María de la ciudad de Ambato

Abstract

This research was developed at the Santa Maria Clinic in the city of Ambato, the same that is located in Columbus and Ayllon streets, the main problem is that the health unit does not have a Management Manual for Institutional Processes; so as to optimize resources and improve the quality of patient care, this problem add other factors such as; the little staff training in customer service, lack of motivation, technical problems in administrative and operational processes, among others.

The main objective being to implement a management system for key processes in the services of the Clinic Santa Maria and train staff working in this organization about the quality of service and customer satisfaction. As well as eliminate problems that arise in relation to services in the processes taking place. The key management system must be structured processes, allowing this to evaluate the outcome of the proceedings by applying the indicators and improvements that need to be modified, for the welfare of patients and the organization.

The organization works for the processes facilitate the operation of the company, it tends to efficiently improve customer service, streamline unnecessary because the processes without input value and think of the requirements from entering the unit until the time leaves the clinic is to think about the quality of care that should receive the user that you are 100 percent satisfied.