Auditoría de calidad a los servicios hospitalarios del Hospital Pediátrico Alfonso Villagómez Román, de la ciudad de Riobamba, provincia de Chimborazo, año 2014

Abstract

This present degree work proposes a Quality Audit: this type of audit assesses compliance with the requirements of ISO 9001:2008 addressed to hospital services at Alfonso Villagómez Chidren`s Hospital. We also carried out an assessment on hospital services was made through the use of surveys, interviews and observation techniques, starting with a situational diagnostic of the hospital. We apply audit programs, narrative ballots, internal control questionnaires under COSO II with a risk of 14%, management evaluation by interviewing management reflecting a risk of 12% rated as low, director´s management 88% of confidence; we performed an evaluation to the quality management system, which showed a mean compliance of 67% and a breach of 33% At the end of the job it emitted a report in order to record all aspect detected in the quality audit, shortcomings exist: in the Quality Management System, improvement of physical infrastructure, direction management to obtain the necessary resources for providing supplies and medical equipment according to the needs. The direction was informed the respective recommendations based on finding, these are: to define and structure the Quality Management System; socialize the procedures of the different activities of the hospital; and the improvement in the customer service.