Análisis de la calidad de atención del personal de enfermería en el área de Emergencia del hospital Dr. Abel Gilbert Pontón con un plan de Gerencia de Gestión de calidad Total.

Abstract

The quality of care in health services, especially the care provided by nursing staff, is a subject of great interest, and its relevance continues to increase due to the high demand from users. The main objective was to determine the quality of nursing care in the Emergency Department of the Dr. Abel Gilbert Pontón Specialties Hospital, in order to design a continuous improvement plan aimed at strengthening service quality among nursing personnel and enhancing the perception of users who receive care in this area of the hospital. The methodological component was developed under a quantitative approach; basic in type, with a non-experimental method and descriptive design. A survey was applied. The results indicated delays in care, incomplete home-care instructions, distant interactions, and environments with low lighting, poor ventilation, and limited cleanliness. The staff assumed responsibility for patient well-being and maintained constant presence to address their needs. A medium rating for the variable “quality of care” was identified, with higher scores in communication and lower scores in material resources. The proposal details strategies within the Total Quality Management plan in order to achieve positive outcomes related to the quality of services provided by nursing personnel.