Evaluación de los incidentes clínicos y su influencia en la satisfacción de los usuarios de los servicios de salud de un hospital privado de la ciudad de Guayaquil. Período enero - julio 2017.

Abstract

The present research project aims to establish how clinical incidents affect the perception of quality by users of health services. An analysis of clinical incidents at the hospitals from area 8 of the public health network was performed. It demonstrate the sub notification of the events, because the consolidated data just started to be available since June of the current year, that is why we have an incidence of less than 1%.A satisfaction survey was done at San Luis of France clinic in Guayaquil to a total of 298 patients hospitalized in the period January to July, 2017. Aspects related to the quality of services received, the presence or absence of a clinical incident and the level of recommendation that was generated after the treatment were evaluated. It is a descriptive, quantitative, and analytical study in which took the total of the universe as a sample. The results established that in 11% of patients who were somewhat dissatisfied with the services, were also patients who reported some type of incident during their hospitalization and also within 5% of the population that considered unlikely to recommend the facility. According to these results, a three-axis plan is proposed to apply to the institution, which consists of a system of management of quality and patient safety, accreditation at a hospital quality program and to establish a policy for reporting clinical incidents.