Quality management to increase the satisfaction level of users of the external department of a hospital

Abstract

The objective of this research was to implement the improvements to quality management in the outpatient department, in order to increase the level of satisfaction of which a type of application study was used with a pre-experimental design with pre-test and post-test, for the information collection was used a Servqual questionnaire with a sample of 103 users to determine the degree of inicial satisfaction, 47.9% was obtained as a result, a continuous improvement was subsequently implemented, reducing the attention time from 159 minutes to 136 minutes by increasing an activity of work, complementing with a plan of training of continuous improvement, to train the personnel and incorporate methods of response capacity improving the quality of attention, a budget plan was proposed with improvement of equipment, furniture, environment and services rendered and the methodology 5'S allowing improving the tangible aspects with an organizational climate ional positive with the classification of order and cleanliness that achieved a significant increase of 51% improvement. We obtained a result of the final satisfaction whose increase was a percentage of 14.8%, where the value is confirmed with the hipótesis test. Finally, it was concluded that quality management has a positive impact on the satisfaction of internal and external users.