Análisis de calidad del servicio de atención al afiliado en centros de salud del IESS caso Santa Rosa y Pasaje.

Abstract

The management of public institutions in Ecuador requires the application of models that allow improving the quality of the services offered to their users, which must be implemented both in the administrative area and in the provision of services, in order to satisfy the needs of its beneficiaries, the present investigation has as objective to analyze the quality of the service of attention to the affiliate in the Type B Health Centers of the Ecuadorian Institute of Social Security, taking as a study sample the medical units located in the cantons of Pasaje and Santa Rosa, through the application of instruments based on the SERVQUAL model with the aim of identifying, through its dimensions, the deficiencies that affect the dissatisfaction of the quality of care from the perspective of the affiliates, identifying waiting time as the cause principal, to then propose through the methodology of Lean Six Sigma the best to the process of attention in the dimension of response capacity for Passage, and to propose strategies for the dimensions of reliability and empathy in Santa Rosa, optimizing the attention times in order to generate medical attention that meets the expectations of the members.