Examinando por Autor "Córdova Linares, Sandro"

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    Percepción de la calidad de atención al usuario, en farmacia de consultorios externos del Hospital Nacional Dos de Mayo, abril 2014
    (Universidad Privada Norbert Wiener, 2015) Córdova Linares, Sandro; Herencia Torres, Victor Reynaldo
    The present research made it possible to obtain reliable information to determine the perception of the quality of care for users in the Pharmacy Service of Outpatient Clinics of the National Hospital “Dos de Mayo,” April 2014. In every organizational activity it is necessary to measure its performance, to know how each of its subsystems is working, and to be prepared in the face of a highly competitive and dynamic environment such as globalization. An informed consent form was prepared for the participants in the research, as it is a right contemplated in the GENERAL HEALTH LAW No. 26842, Article 4 and Article 15-h. The survey was then carried out. This research is observational, cross-sectional, and descriptive. It was based on the quality model of Dr. Avedis Donabedian, which proposes to measure healthcare quality according to structure (material and human resources), process (interaction between professionals and clients), and outcome (improvements in health and satisfaction). It considers that perceived quality is a key factor in measuring the quality of healthcare. After collecting the information from the 135 surveys conducted in the period April 2014, a database was designed in SPSS v.20, in which the obtained information was recorded. Of the participants in the sample, 56.3% were women and 43.7% were men. On average, the values of the indicators are at the level of “Poor” quality, except for the value of the indicator “Teamwork,” which is at the level of “Fair” quality, with the lowest indicator being “Social participation.” The median value indicates that 50% of the respondents rate the service as “Poor,” since values one and two were obtained. Likewise, the mode values indicate that the level most frequently rated in the different indicators is between one and two, that is, “Poor quality.” It is concluded that the indicators and dimensions to measure the quality of care in the Pharmacy Service of Outpatient Clinics of the National Hospital “Dos de Mayo” indicated an average level in which the perception of quality is “Poor.”