La gestión de procedimientos del servicio de patología y su incidencia en la satisfacción del cliente interno del Hospital IESS Ambato

Abstract

The 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.