Quality management in health units of the city of Riobamba
Introduction: The evaluation and monitoring of health services at the first level of health care constitutes a tool for health authorities in their desire to provide services with high standards of quality and warmth. Objective: To evaluate the quality management of the health services of the primar...
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| Format: | Article |
| Language: | Spanish |
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Editorial Ciencias Médicas - ECIMED
2021-05-01
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| Series: | Revista Cubana de Medicina Militar |
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| Online Access: | http://www.revmedmilitar.sld.cu/index.php/mil/article/view/982 |
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| author | Angel Floresmilo Parreño Urquizo Silvana Paola Ocaña Coello Antonio Iglesias Morell |
| author_facet | Angel Floresmilo Parreño Urquizo Silvana Paola Ocaña Coello Antonio Iglesias Morell |
| author_sort | Angel Floresmilo Parreño Urquizo |
| collection | DOAJ |
| description | Introduction: The evaluation and monitoring of health services at the first level of health care constitutes a tool for health authorities in their desire to provide services with high standards of quality and warmth.
Objective: To evaluate the quality management of the health services of the primary care units in the urban area of Riobamba canton, Chimborazo province.
Methods: Basic research was carried out in 9 health units of the first level of care in the city of Riobamba, Chimborazo province, Ecuador during the period between July and December 2019. 4 research instruments were applied to different categories of users and providers. The 9 directors of the health units, 4 district health authorities, 383 external users and 106 internal users (providers) were included.
Results: Only 33,33 % of the health units present a quality management plan; 75,0 % of the district authorities consider that there are no user satisfaction monitoring programs. In the opinion of external users, only tangibility (3,25) and guarantee (3,00) reached a medium satisfaction level. In the opinion of internal users, there was only average satisfaction in the customer-focused organization (3,38) and in the process approach (3,05).
Conclusions: There is a need to implement a service quality management program to identify and solve the factors and / or conditions that minimize the satisfaction of internal and external users. |
| format | Article |
| id | doaj-art-e5d5bb3f4f76464b9523e38ffa13cca3 |
| institution | OA Journals |
| issn | 1561-3046 1561-3046 |
| language | Spanish |
| publishDate | 2021-05-01 |
| publisher | Editorial Ciencias Médicas - ECIMED |
| record_format | Article |
| series | Revista Cubana de Medicina Militar |
| spelling | doaj-art-e5d5bb3f4f76464b9523e38ffa13cca32025-08-20T01:55:05ZspaEditorial Ciencias Médicas - ECIMEDRevista Cubana de Medicina Militar1561-30461561-30462021-05-01502e0210982e0210982405Quality management in health units of the city of RiobambaAngel Floresmilo Parreño Urquizo0Silvana Paola Ocaña Coello1Antonio Iglesias Morell2Escuela Superior politécnica de ChimborazoEscuela Superior Politécnica de ChimborazoCentro de Estudios de Técnicas de Dirección. Universidad de La Habana. La Habana, Cuba.Introduction: The evaluation and monitoring of health services at the first level of health care constitutes a tool for health authorities in their desire to provide services with high standards of quality and warmth. Objective: To evaluate the quality management of the health services of the primary care units in the urban area of Riobamba canton, Chimborazo province. Methods: Basic research was carried out in 9 health units of the first level of care in the city of Riobamba, Chimborazo province, Ecuador during the period between July and December 2019. 4 research instruments were applied to different categories of users and providers. The 9 directors of the health units, 4 district health authorities, 383 external users and 106 internal users (providers) were included. Results: Only 33,33 % of the health units present a quality management plan; 75,0 % of the district authorities consider that there are no user satisfaction monitoring programs. In the opinion of external users, only tangibility (3,25) and guarantee (3,00) reached a medium satisfaction level. In the opinion of internal users, there was only average satisfaction in the customer-focused organization (3,38) and in the process approach (3,05). Conclusions: There is a need to implement a service quality management program to identify and solve the factors and / or conditions that minimize the satisfaction of internal and external users.http://www.revmedmilitar.sld.cu/index.php/mil/article/view/982atención primaria de saludgestión de la calidadsatisfacción. |
| spellingShingle | Angel Floresmilo Parreño Urquizo Silvana Paola Ocaña Coello Antonio Iglesias Morell Quality management in health units of the city of Riobamba Revista Cubana de Medicina Militar atención primaria de salud gestión de la calidad satisfacción. |
| title | Quality management in health units of the city of Riobamba |
| title_full | Quality management in health units of the city of Riobamba |
| title_fullStr | Quality management in health units of the city of Riobamba |
| title_full_unstemmed | Quality management in health units of the city of Riobamba |
| title_short | Quality management in health units of the city of Riobamba |
| title_sort | quality management in health units of the city of riobamba |
| topic | atención primaria de salud gestión de la calidad satisfacción. |
| url | http://www.revmedmilitar.sld.cu/index.php/mil/article/view/982 |
| work_keys_str_mv | AT angelfloresmiloparrenourquizo qualitymanagementinhealthunitsofthecityofriobamba AT silvanapaolaocanacoello qualitymanagementinhealthunitsofthecityofriobamba AT antonioiglesiasmorell qualitymanagementinhealthunitsofthecityofriobamba |