Publicación:

Auditoría de gestión de la calidad de los servicios prestados a los usuarios de la unidad de urgencias de la ESE hospital local San José, municipio Puebloviejo, departamento del Magdalena

Resumen

Hospital medical care in Latin America has represented a milestone of social review, since the consideration of a quality service has awakened the need to have management indicators that, framed in the quality of the service provided, take into account that the structure, processes and results of medical care are determined based on customer satisfaction. In this context, the present investigation was based on applying the quality management audit in the services provided to users of the emergency unit of the E.S.E. San José local hospital, Puebloviejo Municipality, Magdalena Department. Methodologically, the research is descriptive, crosssectional, the population was made up of 2504 users of this service in the period between April 1 and June 30, 2020; the sample was formed from a size of 384 patients; and its integration incorporated as criteria; patients over 18 years of age, patients under 18 years of age with adult companions who have attended the service, patients with compromised state of consciousness or impaired cognitive development with adult companions who have attended the service. As a general conclusion, it can be said that the studied hospital unit does not fully comply with the quality criteria required in Colombian legislation, therefore, it is recommended to establish user care policies in order to improve: the times given for the responses to patient concerns; the procedure for admitting patients to the institution; the policies and conditions of cleanliness, hygiene and safety, the infrastructure conditions of the hospital to guarantee that they are in harmony with the health service offered.