Gerencia de Instituciones de Salud
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Item Diagnóstico de las etapas del proceso de dispensación de medicamentos y su relación en la satisfacción del usuario externo (consulta externa) de la farmacia hospitalaria de la clínica metropolitana(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Barahona Alvear, Myriam Lorena; Santamaría Díaz, Edwin CesarEsta investigación se realizó en la farmacia hospitalaria de la Clínica Metropolitana de la ciudad de Riobamba ubicada en zona centro de la ciudad, en las calles Junín 25-28, entre España y García Moreno, en el periodo 2015, en la misma, participaron 110 usuarios externos. El propósito de esta investigación fue diagnosticar las etapas del proceso de dispensación de medicamentos y su relación en la satisfacción del usuario externo; para ello fue necesario la identificación de las etapas del proceso de dispensación de medicamentos, mediante fichas de observación, las cuales fueron aplicadas al personal de farmacia, además de la identificación del proceso de dispensación a través de las preguntas del cuestionario que se utiliza. Se estableció la relación de dependencia entre las variables independientes (X1 y X2)y variable dependiente (Y) y cómo estás inciden sobre el índice de satisfacción del usuario externo. Este trabajo se justifica porque el servicio farmacéutico tiene que realizar actividades dentro de sus procesos internos que garanticen y contribuyan el aseguramiento del uso adecuado del medicamento, una buena salud y calidad de vida del paciente, ya que no basta con entregar un medicamento de calidad, por lo que es imprescindible la existencia de medidas que verifiquen sistemáticamente el cumplimiento de las buenas prácticas en todos los procesos farmacéuticos preservando la calidad del medicamento y su uso racional. Metodológicamente, este trabajo investigativo se aborda desde el punto de vista cualitativo - cuantitativo, de tipo transversal-descriptivo con la aplicación de un diseño de investigación de campo, con la utilización de una muestra. La técnica utilizada fue la observación mediante fichas de observación al personal de farmacia donde se constataba el cumplimiento de las cinco etapas del proceso de dispensación de medicamentos según BPF durante la entrega del medicamente al usuario externo. Además, se utilizó una encuesta avalada por expertos de la Universidad de Granada, Facultad de Farmacia año 2007, formada por un cuestionario de tipo nominal con escala de Likert de cinco opciones, el cual está formado por cuatro partes, que son: información general del cuestionario, preguntas relacionas con la variable independiente, preguntas relacionadas con la variable dependiente, y datos informativos del paciente. En los resultados obtenidos se presentaron dos variables independientes como es el proceso de dispensación de medicamentos – preguntas del cuestionario que la llamaremos X1, y el cumplimiento de las etapas del proceso de dispensación de medicamentos según Buenas Practicas de farmacia (BPF) que se le denominó como X2, quienes presentaron una relación con una intensidad moderada como lo indica el valor de multicolinealidad rX1 y X2 = 0.582. De igual manera se estableció la relación de las variables independientes X1 y X2 sobre la variable dependiente Y satisfacción del usuario externo existiendo una relación con una intensidad significativa como lo indica el valor de correlación r = 0.886. Se estableció un modelo matemático: Yc=0.096+0.6091+0.069X2 Con parámetros de regresión múltiple y la aplicación de la prueba t de Student, con un valor de P valor 0.000 <= 0.05 estableciendo que la muestra se infiere a la población. Finalmente este modelo matemático se comprobó con 10 farmacias de la ciudad de Ambato y Riobamba, farmacias independientes, franquiciadas o en cadena, indicando que P valor > = 0.05 se acepta la H0, concluyendo que YC = Y Real es decir no existe variación Y calculado en función de X1 y X2 no tiene variación con Y Real.Item Satisfacción del usuario externo del Hospital Básico Moderno de Riobamba(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Aragadvay Yungan, Sandra Piedad; Arbeláez Rodríguez, GloriaEl presente estudio se realizó por el interés de evaluar la calidad del Servicio de consulta externa del Hospital Básico Moderno de Riobamba, proponiendo como objetivo: establecer el nivel de satisfacción del usuario externo en base a índice de calidad del servicio. La metodología de estudio deductivo, bajo un enfoque cuali-cuantitativo y una modalidad de investigación de campo, tipo descriptivo. La muestra tomada fue 123 usuarios externos, a los que se les aplicó el cuestionario propuesto y validado para el Servicio de consulta externa por (Cabello & Chirinos, Validación y aplicabilidad de encuestas SERVQUAL modificadas para medir la satisfacción de usuarios externos en servicios de salud, 2012), compuesta por 44 preguntas divididas en expectativas y percepciones, con valoraciones tipo Likert, se obtuvo el nivel de satisfacción de la diferencia entre E y P. Se obtuvieron resultados donde existió una distribución mayor de género femenino 56 por ciento, mayor prevalencia del grupo etario 20 a 39 años. Existe insatisfacción porcentual del 58.5 por ciento, de manera categórica nivel insatisfacción baja, por la brecha observada fue -0,7. Mediante la aplicación del estadístico de prueba chi-cuadrado, se evidenció la relación entre nivel de satisfacción, grupo etario y género que se evaluó por separado, estadísticamente, el nivel de satisfacción del usuario externo se relaciona con el género femenino, mientras que no se relaciona con el género masculino, evidencio la influencia de esta característica demográfica del usuario. La satisfacción e insatisfacción baja y media fueron predominantes en el estudio, las brechas observadas entre las percepciones y expectativas fueron las que definieron mala calidad de atención en todas las dimensiones, el género femenino, los adolescentes y adultos mayores fueron elementos que se alejaron en mayor proporción del límite de la satisfacción, siendo la disponibilidad de citas médicas que marcó la elaboración de la propuesta.Item Satisfacción laboral y su incidencia en la productividad de Laboratorios LATURI CÍA. LTDA.(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Cruz Ati, Paulina Fernanda; Jordán Vaca, Jorge EnriqueConsidering job satisfaction and productivity as one of the most important elements in business and institutional life, the present research aimed at determining Labor Satisfaction and its impact on the productivity of Laboratories Laturi Cía. Ltda., Through a systematic investigation where first a field survey was carried out based on the activities implemented and executed in the research, collecting information that helps us determine the employees' work performance. Next, we conceptualize and determine the new indicators of job satisfaction followed by a statistical analysis of a study of samples, starting from the hypothesis, ie assumptions whose validity can be confirmed or rejected; the same were evaluated by the chi-square statistical test where it was determined that the factors that influence employee satisfaction of the company employees are: perceived salary, physical environment and space in their workplace, training opportunities in the workplace company, promotion promotion opportunities, personal relationships with their superiors, equality and justice of personnel, participation in decision-making, fulfillment of the labor supply contract, likewise it was determined that the factors that affect the productivity of the company are: interpersonal relationships with their peers, physical and administrative control over material, equipment and appliances under their responsibility, punctuality in the delivery of assigned work, overcoming established goals, ability to deal with labor issues under pressure . Subsequently it is proposed to implement a solution proposal that constitutes in "Training and continuous measurement of the productivity performance of the company Laboratories Laturi Cía. in which the solutions of the researcher are presented to the problem detected and with which the pertinent indications are made to ensure that this problem is not repeated again and primarily that Labor Satisfaction and the productivity of the company improves greatly.Item 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 HugoThis 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.Item Principio de la calidad del sistema nacional de salud y la atención al usuario en los centros de salud de la provincia de Tungurahua(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Flores Santana, Alexandra Catherine; Córdova Aldás, Víctor HugoThe purpose of this research is to analyze the principle of Quality of the National Health System and care in the users of the health centers of the province of Tungurahua, and in this case will be determined in the Health Center Nº 1 de Ingahurco. The quality of care has become a fundamental requirement throughout the health service, which must be based on moral values where patients and professionals can interact. Many aspects are taken into account as an instrument to guide and establish guidelines such as the MAIS model of Comprehensive Health Care, which includes a set of tolos and resources that will be complemented by the National Health System for the well-being of the population in the province. Thus, surveys have also been carried out on the patients of the health center, which will allow to establish in a broad and clear way a diagnosis about the situation of the establishement to give a solution to the problem. With this background it is determined that there are several points to be modified, emphasizing as a fundamental part the quality of care the doctor – patient communication for which a manual of care applied to the patients of the Ingahurco healt centes is proposed that improves the quality of care optimizing all resources.Item Evaluación de la calidad y satisfacción de los servicios hospitalarios privados de la ciudad de Quito bajo la teoría del modelo SERVQUAL(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Jaya Veloz, Verónica Paulina; Díaz Córdova, Jaime FabiánWith the development of humanity, and particularly with advances in the field of medicine, it is necessary to make a call to humanize health care and provide higher quality services. Quality in health care should be based on activities aimed at ensuring accessible and equitable health services with optimal professionals and taking into account available resources, achieving user satisfaction with the care received (Pérez, 2008). The research has the objective of identifying the level of quality based on user satisfaction, through a qualitative-quantitative approach and a type of exploratory and descriptive research, a systematic review of the scientific information was carried out. Subsequently, quality was evaluated through the application of the SERVQUAL questionnaire adapted to a sample of patients of 298, under criteria of inclusion, exclusion and ethics. Data were tabulated and analyzed in addition to graphically plotted to allow easy interpretation. Finally, it was concluded that the Hospital de Clinical Pichincha presents an indifferent level of satisfaction of the users based on their perceptions and expectations of the service, and a quality index of the service of medium high, for which it was proposed the elaboration and implementation of a Technical guide for assessing the quality of health services measured the levels of user satisfaction.Item Estrés laboral y estrategias de afrontamiento en las áreas productivas de laboratorio Neo Farmáco Cía. Ltda.(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Aynaguano Aynaguano, Martha Paulina; Abril Freire, María CristinaWork stress is defined as a manifestation of the organism to situations where there is an imbalance between the labor demand and the resources of the collaborator to face it; causing a state of physical and mental exhaustion; this situation poses a serious threat to the health and well-being of the employee. The population under study was formed by 57 employees of the Ambato production plant who during an interview show exhaustion, discouragement and pessimism. For the analysis, four principles have been taken as instruments: World Health Organization Workload Questionnaire, Burnout Test, Coping Strategies Inventory and Stress Coping Questionnaire (CAE53) The objective of the research is focused on determining the effect of Coping Strategies on the levels of Labor Stress in the productive areas of Laboratorio Neo Fármaco Cía. Ltda., Carrying out an exploratory and descriptive research, under a mixed approach that allows to show the behavior of the variables, deepening theories and criteria of the subject through the collection of documentary type information of several authors.Item Evaluar la calidad de atención y la relación con la satisfacción del usuario externo final de la red pública integral de salud, en SOLCA Tungurahua en el servicio de hospitalización(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Barahona Alvear, Sandra Elizabeth; Villalba Miranda, Raúl FranciscoIntroduction: By the rise of the competition, quality should be the goal that the entire company, service or product reach, if you want to have the consumer, customer or user acceptance, which does not differ in the health sector, where it is indispensable. Establish the quality of the services, and as you have acknowledged that the patient's perspective is a fundamental pillar in this process, it is very feasible to assess the satisfaction of the user of SOLCA Tungurahua's health services as a means to determine their quality. Objective: To determine the satisfaction of the end user of the RPIS has a relation with the quality of the health services of SOLCA Tungurahua, in hospitalization, in 2014. Design: We analyzed the data taken from the satisfaction survey of the MSP, performed A Patients hospitalized in SOLCA Tungurahua, so it is retrospective, and in addition, this is a snapshot of reality at a set time, is observed and cross-section study. xvii Patients: The MSP derived 3352 patients to SOLCA Tungurahua, in 2014, who answered the satisfaction survey, being this the population of the present study. From which 345 surveys were extracted, which are the example of this work. Results: Of the 345 people who completed the surveys, 69 percent were patients. The mean age was 55.12 years, being the largest percentage of the group over 60 years old with 38.8 percent. 77.4 percent were women. 76.2 percent of the patients treated at SOLCA belonged to the MSP. 80.58 percent waited less than 30 minutes before bed testing. 87.5 percent rated the deal awarded as very good. At 88.99 percent if you were given duties and rights as patients. Of 91.88 percent of the patients were given information about the procedures performed, 93.62 percent of the patients received informed consent prior to performing any procedure, and 91.88 percent of whom recommended this institution. Conclusions: With a 95 percent safety, it is demonstrated that the quality of the health services of the borrower SOLCA Tungurahua is related to the satisfaction of the final f user derived from the RPIS, in the year 2014.Item La gestión de procedimientos del servicio de patología y su incidencia en la satisfacción del cliente interno del Hospital IESS Ambato(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Granizo Castro, Martha Cecilia; Guamán Guevara, María DoloresThe present research work had as general objective to determine the management of the procedures of the Pathology Service that affect the satisfaction of the internal client of the IESS Ambato Hospital, given the need to reduce delivery times of diagnostic results that allow the treating physician to take timely decisions aimed at restoring the patient's health. The methodology used was exploratory, descriptive and correlational. The population was made up of the technical professionals who work in the Pathology Service and the medical doctors of the IESS Hospital, who added 57 professionals who were given a structured questionnaire; The Cronbach Alpha scale determined the value of 0.952 reliability, equivalent to that the instrument used is of internal consistency with a tendency to be very high, in the same way, the results of the chi square statistic and of the correlation coefficient of Spearman accept The alternative hypothesis, that is, ratify that the adequate management of procedures of the Pathology Service if it affects the satisfaction of the internal client of the Hospital IESS Ambato. According to the results obtained, it is concluded that better practices of technical procedures based on the Benchmarking Methodology have not been implemented as a valid self-assessment tool to adapt basic processes that allow planning, integration and execution of actions based on successful experiences of other institutions that Offer the same service, but whose performance is well recognized as being models of management of continuous improvement and organizational self-improvement, the implementation of the proposal managed to reduce the delivery time of reports from 90 to 60 days which affects customer satisfaction And in the increase of the quality of attention in health.Item La comunicación organizacional y la calidad en el servicio de los servidores públicos del IESS Hospital General Ambato(Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Institución de Salud., 2017) Paredes Aldas, Liborio Hernán; Gamboa Salinas, Jenny MargothThe present research is focused on two factors: the organizational communication and the quality in the service of public servants, for which a bibliographic, descriptive and field study was carried out to determine the state of the organizational communication in the IESS Hospital Ambato, institution with more than 79 years in the service of the health of the affiliated people of Tonga. In chapter I, the topic, the analysis and analysis of the problem, the justification and the objectives of the research are detailed in chapter II, the theoretical framework is established, in chapter III, the methodology, the population, the sample and the data collection plan, later in chapter IV, the information obtained through the research instrument is analyzed and interpreted: the questionnaire was also tested by a test statistic (Chi Square). Chapter V details the conclusions and recommendations in relation to the information obtained during the investigative process. In Chapter VI, the proposal is presented: organizational communication system for the IESS General Hospital Ambato. As a primary result, it was determined that it is necessary to develop an efficient organizational communication system to improve the quality of the service offered by the health professionals of this institution. To this end, it is necessary to streamline processes, guide staff and affiliates, resources, strengthen integration and teamwork so that services are delivered in the shortest time, the highest quality and the best possible experience.