Influencia de la cultura organizacional en la calidad de los servicios de salud ofertados por el personal de enfermería del Hospital General Guasmo Sur.

Abstract

The objective of this research work is to evaluate the influence of the organizational culture, with the quality of service provided by the nursing staff of the Guasmo Sur General Hospital, given that there are no precedents of this type of study in the hospital. The research design is descriptive, field and non-experimental, surveys were used as a data collection instrument, which allow gathering information on motivation, values, communication, identification of personnel working with the organization and security, to measure the organizational culture (based on and adapted from the SEVQUAL method), and to measure the quality of service perceived by the user, it was evaluated around the reliability, sensitivity, empathy, security and tangible aspects of the hospital. The result obtained, after applying the statistical analysis of the variables, was: if it exists, relationship between the dimensions of the organizational culture, with the quality of the health services offered by the hospital and perceived by the user. Likewise, an analysis of the internal context was carried out to identify strengths and weaknesses; and an analysis of the external context, to identify the opportunities and threats, being the factor the weaknesses identified, the opportunities for improvements that were used for the establishment of the strategies as proposed in this work, being the strengthening of both the dimensions of customer satisfaction user, understood as perceived quality, and the dimensions of organizational culture of the nursing staff.