Implementación de una estrategia educacional para el mejoramiento de la calidad de atención a los usuarios en el área de Hospitalización, Hospital Eduardo Montenegro Guerrero, diciembre 2021 - marzo 2022.

Abstract

The objective of the research was to implement an educational strategy to improve the quality of care for users in the Hospitalization area of the "Eduardo Montenegro Guerrero" Hospital, December-2021 to March-2022. The study was of mixed approach; the Servperf service quality model was used in a sample of 169 patients; subsequently, a training program for the personnel was proposed. Among the main findings, it was found that the patients surveyed were indifferent to the questionnaire's propositions. The most highly rated dimensions were tangible elements and reliability, while the empathy dimension received the lowest scores. The lack of personalized attention and the lack of concern shown by hospitalization personnel for patients were shown to be the greatest weaknesses of the area. There is an inverse relationship between tangible elements and reliability, while responsiveness presents a direct relationship with safety and empathy; however, none of the correlations. Finally, a training program was implemented for hospitalization personnel in order to improve the quality of service.