Ciencias Administrativas

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Subject: search.filters.subject.SERVICIOS DE SALUD

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    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, Gloria
    El 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.
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    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 Fabián
    With 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.
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    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 Francisco
    Introduction: 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.
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    “El Marketing Social y su relación en los servicios de salud de Consulta Externa del Hospital General Docente Ambato”
    (Universidad Técnica de Ambato, Facultad de Ciencias Administrativas, Marketing y Gestión de Negocios, 2016-01) Maldonado Pérez, María de Lourdes; Herrera Herrera, José Bernardo
    The "Hospital General Docente Ambato" is a public institution which provides health services to the general public. It has more than eighteen types of services in different medical specialities. Social marketing research regarding health outpatient services is done because of the absence to the appointments already programmed ahead of time. This means the loss of the investment, material and human resource received from the government. The reason for this would be the lack of marketing tools and the insufficient communication about general services that the hospital provides. This is a qualitative and quantitative recent investigation. The summary is bibliographic viewing a descriptive field and the goal is to propose a the social marketing produce a real and signification change in the patients behavior. To achieve this it has been done a poll, having this view: 37% of the people think the social marketing campaign is just "ok" and 26% say it's "good". This is from real users which receive a turn to be served. With this is established a social marketing solution which is a health campaign and the use of the media. Such as tv and radio stations. This is why this strategy was design to communicate health services from Hospital General Docente Ambato, and it came up a message to broadcast through the media, and also an advertising spot for television.
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    La gestión por procesos y su incidencia en la satisfacción de los clientes en la Clínica Santa María de la ciudad de Ambato
    (Universidad Técnica de Ambato, Facultad de Ciencias Administrativas, Maestría en Gerencia de Institución de Salud, 2016) Gutiérrez Santana, Daniela Paulina; Vaca Jordán, Jorge Enrique
    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.
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    La Cultura organizacional y el Desempeño laboral en el laboratorio clínico del Hospital Básico San Miguel.
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Instituciones de Salud., 2015-08) Bohórquez Rodríguez, Karla Cristina 0201827219; Ballesteros López, Leonardo Gabriel 1802453629
    The proposal of this work research is the elaboration of an Organizational Culture Manual in the Clinical Laboratory Area from the San Miguel Basic Hospital, based on a research obtained by polls applied to users and interviews with the staff, guided to solve problems, allowing us, define activities, eliminate responsibilities, establish processes of coordination, duplicity of functions, plan, organize, guide, control the use of resources and work activities, with the purpose of achieving the objectives or goals of the organization in an efficient and effective way. The aim of this work research is to promote a better community service.
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    El Desarrollo organizacional y su impacto en la optimización del Servicio al usuario del Hospital Provincial General Docente Ambato.
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Instituciones de Salud., 2015-08) Herrera Rodríguez, César Amilkar 1802741981; Quisimalín Santamaría, Hernán Mauricio 1802643898
    The research detailed below takes place in the Provincial General Teaching Hospital Ambato, considering the objective of proposing a model of organizational development that allows the optimization of user services of said Hospital, considering that the waiting time at the patient was too extensive and clearThey are must seek alternatives or follow especially waiting for the free service. Be regarded as within the outpatient and emergency patients are approximately 158489 per year and is by that amount the waiting time thereof, being the bottleneck Hospital, considering the solution through a methodology that allows for feedbacks to take the respective corrections, applying a proposal that we can remove and improve customer service in this case the patient of that hospital.
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    El Desarrollo organizacional y su incidencia en el Desempeño laboral del Hospital Básico Baños.
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Instituciones de Salud., 2015-08) Ordóñez Zhunio, Zoila vanessa 1803177862; Silva Ordóñez, Iván Fernando 1802490548
    The present document raises the development organization of the Basic Hospital Baños and his repercussion in the labor performance of the employees. In addition, the operational context of the institution decides, between that one emphasizes the existence of diverse groups or forms of contract, labor instability, differences and clash between the workers and employees, the lack of communication hospitalizes and especially the discourage. Later, there established the offer that frames factors that they favor to a more flexible administrative management and that competitiveness provides to the servants across the application of instruments of incentives that realize of the ideal performance organization of the same ones.
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    El Proceso administrativo y la Satisfacción del afiliado en el área de farmacia del Centro de Atención Ambulatoria El Batán en la ciudad de Quito.
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Maestría en Gerencia de Instituciones de Salud., 2015-08) Lucero Paredes, Christian Santiago 1803618675; Córdova Aldás, Víctor Hugo 1802301562
    This research was developed with the aim of improving the service user at the Ambulatory Care Center Batan, because the institution is the strategic focus that benefits the community of Canton Quito, on the north side of the city is necessary to emphasize that this center serves more than 1 million people, including external medical consultations, emergency, day surgery, pharmacy and X-ray examinations Due to the high demand for health services at the center it is necessary and priority is improved process efficiency and customer service through a methodology that allows to perform continuous review and the necessary corrections bottlenecks they can be found as an important point must be established that the methodology should be easy to socialize both the authorities and the partners.
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    El Clima organizacional y su influencia en el Comportamiento organizacional de los colaboradores de PELISERVIMED S.A. de la ciudad de Pelileo
    (Universidad Técnica de Ambato. Facultad de Ciencias Administrativas. Carrera de Organización de Empresas., 2015-05) Pozo Olivo, Juan Andrés; Quisimalín Santamaría, Hernán Mauricio
    Considering the human talent by its importance, this is the company’s essential element that in the majority of cases it’s irreplaceable. Is for this reason that companies decide take care about the workplace climate and create the best conditions for the normal and effective activities development into the companies. Is for this reason that the general context of this investigation is analyze all the aspects and factors of the PELISERVIMED company workplace climate and its positive and negative influence in the conduct of workers. The investigation goal is propose improvement alternatives on the workplace climate and eliminate internal mistakes for improve the workers performance.