Plan de mejoramiento continuo para el Hospital General Dr. Gustavo Domínguez de la provincia Santo Domingo de los Tsáchilas.

Abstract

The objective was to develop a plan for continuous improvement in the Hospital Dr. Gustavo Dom! nguez, Santo Domingo cle los Tsachilas canton, to implement actions to improve the provision of the service, which increase the satisfaction levels of users. The quality management model used was SERVPERF, through its Perceptions Questionnaire tool applied to users, opportunities for improvement were detected in the five dimensions of service quality evaluated: Tangibility, Reliability, Responsiveness, Empathy and Security. The critical points identified constituted the SUPPLY for the elaboration of the Improvement Plan, which was executed with the participation and commitment of the managerial level, health professionals and support staff of the institution. The results obtained in the investigation, performed to the patients of the hospital, after the implementation of the Improvement Plan, evidenced higher levels of patient satisfaction with respect to the service received. The proposal developed will contribute significantly to the management of continuous improvement performed by the General Hospital Dr. Gustavo Dominguez in the process of providing the health service; Thus guaranteeing patient satisfaction and strengthening the institutional image. It is recommended. Service standards such as courtesy, knowledge and monitoring of the delivery process, which are not for the exclusive use of management, to direct or control the quality of the service.