Browsing by Author "Jaya Veloz, Erica Mariela"

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    Evaluación de la calidad de atención y la satisfacción del cliente de los Centros de Salud Tipo C en la Zona 3 del Ecuador
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Jaya Veloz, Erica Mariela; Córdova Aldás, Víctor Hugo
    This research aims to examine the quality of care and customer satisfaction of the C-type health centres in zone 3 of Ecuador; for which the survey technique was used specifically managed the model SERVQHOSE-E, which is a validated version for health services, this model allowed to gather information on the perception of users in different aspects, for which It was also used the scale of Likert where the perceived quality was measured, the data of opinion and data demographic. The survey was applied to users of the Lizarzaburu Health Center in the city of Riobamba, and evidenced different aspects such as security, empathy, satisfaction, tangible elements; This information allowed the design of strategies for the management of competencies in the different units aimed at offering a high quality service level seeking the satisfaction of the user. The methodology used in the research process was based on a descriptive study of cross-sectional and quantitative in the same one that considered to all the population that graduated daily of the services of the center of Health type C. For the elaboration of the respective proposal has been considered the cycle of Deming (plan, do, verify and act), which is related to the ISO 9001:2015 in the aspects of performance evaluation and continuous improvement. With the implementation of each of the strategies raised it is expected that the attention provided by the staff of the center of Health Lizarzaburu improve considerably, so that the users feel satisfied; In addition, the evaluation of the staff is intended to be in continuous and constant training providing adequate attention and focused on the new medical and technological advances, becoming the basis for the continuous improvement of the Institution.