Diseño para el mejoramiento continuo de consulta externa del Centro de Salud Martha de Roldós.

Abstract

The present study was based on the need to improve the attention perceived by users in the area of external consultation of a Health Center in the city of Guayaquil and has as main goal to decrease the waiting times that patients must wait to receive medical care required. Therefore we begin with a description and evaluation of the current situation of the Institution, in order to have a notion of the current processes in order to locate the vulnerable points. It also adapts and validates the Servqual Model at the Martha de Roldós Health Center, to acquire the most revealing factors that describe the satisfaction of external users and the relevant relevance to propose methods of continuous improvement that help suppress them. Finally proposals are made to improve the quality of the service of care of the external consultation area.