Publicación:

Calidad del servicio del laboratorio de anatomía patológica, citología e histología

Resumen

Today, companies cannot survive simply by doing a good job or creating a good product, only an excellent job of interacting with consumers allows them to succeed in increasingly competitive global markets. Recent studies have shown that the key to the success of a company is the knowledge of the needs of its clients and the level of satisfaction achieved by them when receiving a good service; therefore, the provision of this also needs to be defined in terms of characteristics that, although not always observable by the client, directly affect it. Both the requirements for taking a service, and the provision of the service itself, need to be evaluated based on defined acceptance criteria. Service demands are detectable and measurable, they are also evaluable and controllable; Thus, when trying to identify the variables that determine the level of consumer satisfaction, companies obtain an important feedback tool that will allow them to carry out their activities in the most efficient and profitable way. Therefore, the excellent provision of a service allows the full satisfaction of the clients, who will feel as much at ease as members of the organization. For this reason, the following work has as its main objective the elaboration of a Procedures Manual for the improvement of the quality of the service provided by the Pathological Anatomy, Cytology and Histology laboratory in the Municipality of Arauca. This manual of procedures clearly and precisely summarizes the Operating Procedures, which reflects in detail the manner of action and responsibility of all members of the organization within the framework of the company's Quality Service System. On the other hand, it presents an administrative diagnosis of the current situation of the laboratory, where it assesses the most latent weaknesses such as the lack of technological equipment, strengths that allow the laboratory to be the only one in the region, opportunities provided by the environment to improve its services towards clients and threats that facilitate detecting its operational and administrative failings. It also contains a procedures manual focused on quality of service, in terms of user care, collection, processing and reading of histological and pathological samples, which will facilitate the laboratory to develop its processes more quickly, becoming more and more opportune in delivery of results. Therefore, the implementation of the Procedures manual is suggested, which has the purpose of improving the Quality in the Provision of the Service of the Laboratory of Pathological Anatomy, Cytology and Histology in the capital of Araucana.