Plan operativo para el mejoramiento de la gestión de la calidad del área de atención a pacientes del Centro Médico Celina.

Abstract

The present document with the headline Operational plan to the improvement in the quality management area of patient support of the medical center Celina, has as a general objective to develop an operational plan for the improvement of quality management in the area of patient care of the CELINA medical center, the methodology applied was focused in a mixed qualitative and quantitative research. Among the types of studies, the following were applied, bibliographic documentary for the construction of the theoretical framework, field for the collection of information, and descriptive to describe the existing problem. The information was collected through a research instrument (questionnaire) with the use of a survey applied to the users and the interview that was applied to the manager of the medical center. The survey was conducted on 41 patients who attended the care areas of the Celina medical center during the month of December. Among the results on their degree of satisfaction with the quality of care received in general, 34% consider themselves very satisfied with the services received, followed by 32% who say they are satisfied, while 26.8% of patients feel little satisfied with the services and the remaining 7% feel dissatisfied with the medical services received in the health institution. It is concluded that most of the people received good treatment, however, it is notorious that most consider that the treatment was regular. The purpose of the design of the operational plan was to provide quality medical services with an emphasis on good medical care, with trained personnel with a view to meeting the established strategic goals and objectives, for this, the collaboration of all the medical and nursing staff, as well as the respective coordinators of the center and the different areas, is vital.