Plan de mejora de la calidad de los servicios de salud, para el Centro de Salud Tipo C ESPOCH-Lizarzaburu, diciembre 2021 -marzo 2022.

Abstract

The objective of the research was to develop a plan to improve the quality of health services at the ESPOCH-Lizarzaburu Type C Health Center from December 2021 - March 2022, in order to accomplish this task, the study was carried out to determine the factors that influence the quality of health services, the level of user satisfaction in relation to the services, the results obtained allowed to propose a strategy for the enhancement of health resources and user satisfaction. The research methodology was based on a qualitative and quantitative approach, descriptive and transversal, it was field research, synthetic analytical and deductive inductive, the collected data were obtained through the application of surveys to a sample of 379 users and 76 servers working in the center. It was determined that satisfaction with health services is higher among external users than internal ones, so it was proposed the development of a strategic plan to improve the quality of service, a SWOT analysis was proposed, then a strategic matrix, the strategies were prioritized considering some relevant indicators and each of the were explained taking into account the level of priority, a balanced scorecard was proposed as a roadmap of the process and as an instrument for the evolution of the plan and the results of the implementation of the plan.