Diseño de un sistema de gestión de calidad basado en la Norma ISO 9001;2015, para el Hospital Pediátrico “Alfonso Villagómez Román

Abstract

The primary objective of this study called design of a quality management system based on ISO 9001; 2015 for the Alfonso Villagómez Román Pediatric Hospital, located in Riobamba city was to improve the services provided by this health institution to its external and internal users, through the application of protocolized and agreed procedure standards, with committed, competent collaborators, directed by officials with strategic vision considering the incorporation of quality principles focused on providing efficient and effective health services. For the development of the study, in the methodological part, a quantitative and qualitative approach was used as it was adapted to its characteristics and requirements, in addition to the inductive deductive method, the techniques in instruments were surveys and interviews, allowing to collect data and reliable and timely information for the development of the proposal. In the surveys, it was possible to show with 68.4% that the collaborators almost never receive training in their specific area, which deduces that the institution is governed at a higher level by public policy, often stalling processes that require the necessary training. The execution and development of the proposal was based on designing a manual that allows documenting all the requirements that the standard contemplates, so that it can be implemented, seeking improvement in the provision of its services. In conclusion, the design of this manual will help the institution to have a system that allows it to implement improvements in its processes, ensuring the provision of its services. A design was suggested, which must be subject to permanent evaluation, monitoring and improvement with a view to corrective changes