bachelorThesis
Diseño de un modelo de evaluación de la calidad de los servicios de salud que brinda el sector público de la ciudad de Cuenca.
Fecha
2018Autor
Yanza Quituisaca, Manuel Andrés
Institución
Resumen
The purpose of this study is to design and evaluate the quality of Public Health services in the city of Cuenca, in order to raise and validate the appropriate dimensions for the evaluation of the quality of health services. The elaboration of the model was generated through interviews with experts in the field of health with which were obtained different variables grouping, where, were obtained 6 dimensions (accessibility, safety, reliability, empathy, capacity of response and Tangible elements) with 33 items that were validated by means of surveys and subsequently weighted under expert and user criteria. The results show that the users stress two dimensions in the public health service which are the "Accessibility" with a percentage (31%) followed by the "Security" (27%) , in addition in the establishments evaluated with the new model is showed a level of satisfaction of satisfied very satisfied by users, it is also worth mentioning that the Establishments evaluated showed two dimensions that the health system should improve that are the: Capacity of response and accessibility, without leaving to one side the other dimensions