Mejoramiento de la calidad en la prestación del servicio de rehabilitación en la dirección de sanidad de la policía nacional de Norte de Santander
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2023
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
La satisfacción del usuario es la medida más precisa para evaluar la calidad en un servicio ofertado por una entidad de salud y es el resultante de múltiples factores que influyen en la atención. Por este motivo se abordó a la dirección de Sanidad de la Policía Nacional para proponer un plan de mejoramiento de la calidad en salud en el servicio de rehabilitación, se determinó a través de la información suministrada por la institución que anteriormente se han realizado estudios de calidad a través de la satisfacción del usuario, donde se evalúan los servicios de salud de forma general, pero no se observó una encuesta específica dirigida al servicio de rehabilitación. La investigación propuesta es de tipo mixto; por un lado, se cuantifican los aspectos evaluados y se describen las estrategias de mejora planteadas para el servicio. Para lograr los objetivos planteados se diseñó una encuesta de satisfacción de 24 ítems presentados en forma de preguntas (validados previamente por dos expertos en investigación y en rehabilitación) como instrumento de recolección de datos descritos como atributos que conllevan a la calidad de servicio; seguridad, oportunidad, accesibilidad, y que obedecen a los principios descritos en el Sistema obligatorio de calidad en salud, aun ando a ello la experiencia en la atención y satisfacción que se miden a través de indicadores.
Posteriormente se procede a aplicar el instrumento a 150 pacientes del servicio que fueron seleccionados de forma aleatoria y que dieron respuesta a los interrogantes de forma independiente. Dentro de los resultados obtenidos se analiza que ningún criterio superó el 80% en el calificativo excelente, demostrando una necesidad sentida de mejora teniendo en cuenta los estándares de alta calidad. La gran mayoría de calificación de los atributos se encuentra en excelente con el 64% correspondiente a 96 usuarios; sin embargo, se analiza que para el 36% restante que correspondes a 54 usuarios que no están satisfechos en su totalidad con el servicio. Teniendo en cuenta estos resultados se logra identificar las necesidades y se establece un plan de mejora para cada que cada indicador muestre mejorías y a su vez se incremente el nivel de calidad de la institución. El impacto logrado es el aporte de información precisa de los elementos trasversales y con una ruta al mejoramiento de la calidad; también a la comunidad se le da una herramienta de medición especifica en los servicios de rehabilitación basados en los atributos que exige la ley colombiana y a la institución aporta las estrategias de un plan de mejora. De esta manera se realizan unas recomendaciones para la institución que apuntan a la implementación de encuestas de satisfacción al usuario periódicamente y adherirse a las estrategias planteadas por los investigadores, ya que muestran de manera detallada los pasos a seguir para lograr la mejora continua del servicio de rehabilitación. Se pudo concluir que la institución tiene una necesidad importante de tener una herramienta para autoevaluarse periódicamente para mantener sus estándares de calidad, y a su vez, se realizaron las recomendaciones a la institución de implementar los planes de mejora pertinentes para mejorar y corregir las falencias en el servicio de rehabilitación.
User satisfaction is the most accurate measure to evaluate the quality of a service offered by a health entity and is the result of multiple factors that influence care. For this reason, the Health Department of the National Police was approached to propose a plan to improve health quality in the rehabilitation service. It was determined through the information provided by the institution that quality studies have been previously conducted through user satisfaction, where health services are evaluated in general, but a specific survey directed to the rehabilitation service was not observed. The proposed research is of a mixed type; on the one hand, the aspects evaluated are quantified and the improvement strategies proposed for the service are described. In order to achieve the proposed objectives, a satisfaction survey was designed with 24 items presented in the form of questions (previously validated by two experts in research and rehabilitation) as a data collection instrument described as attributes that lead to service quality; safety, opportunity, accessibility, and that obey the principles described in the Obligatory System of Quality in Health, in addition to the experience in care and satisfaction that are measured through indicators. Subsequently, the instrument was applied to 150 patients of the service who were randomly selected and who answered the questions independently. Among the results obtained, it is analyzed that no criterion exceeded 80% in the excellent rating, demonstrating a felt need for improvement taking into account the high quality standards. The great majority of the attributes are rated as excellent with 64% corresponding to 96 users; however, it is analyzed that the remaining 36%, corresponding to 54 users, are not fully satisfied with the service. Taking into account these results, the needs are identified and an improvement plan is established for each indicator to show improvements and in turn increase the quality level of the institution. The impact achieved is the contribution of precise information of the transversal elements and with a route to quality improvement; also the community is given a specific measurement tool in the rehabilitation services based on the attributes required by Colombian law and the institution provides the strategies of an improvement plan. In this way, recommendations are made for the institution that point to the implementation of user satisfaction surveys periodically and to adhere to the strategies proposed by the researchers, since they show in detail the steps to follow to achieve the continuous improvement of the rehabilitation service. It was concluded that the institution has an important need to have a tool for periodic self-evaluation to maintain its quality standards, and in turn, recommendations were made to the institution to implement relevant improvement plans to improve and correct the shortcomings in the rehabilitation service
User satisfaction is the most accurate measure to evaluate the quality of a service offered by a health entity and is the result of multiple factors that influence care. For this reason, the Health Department of the National Police was approached to propose a plan to improve health quality in the rehabilitation service. It was determined through the information provided by the institution that quality studies have been previously conducted through user satisfaction, where health services are evaluated in general, but a specific survey directed to the rehabilitation service was not observed. The proposed research is of a mixed type; on the one hand, the aspects evaluated are quantified and the improvement strategies proposed for the service are described. In order to achieve the proposed objectives, a satisfaction survey was designed with 24 items presented in the form of questions (previously validated by two experts in research and rehabilitation) as a data collection instrument described as attributes that lead to service quality; safety, opportunity, accessibility, and that obey the principles described in the Obligatory System of Quality in Health, in addition to the experience in care and satisfaction that are measured through indicators. Subsequently, the instrument was applied to 150 patients of the service who were randomly selected and who answered the questions independently. Among the results obtained, it is analyzed that no criterion exceeded 80% in the excellent rating, demonstrating a felt need for improvement taking into account the high quality standards. The great majority of the attributes are rated as excellent with 64% corresponding to 96 users; however, it is analyzed that the remaining 36%, corresponding to 54 users, are not fully satisfied with the service. Taking into account these results, the needs are identified and an improvement plan is established for each indicator to show improvements and in turn increase the quality level of the institution. The impact achieved is the contribution of precise information of the transversal elements and with a route to quality improvement; also the community is given a specific measurement tool in the rehabilitation services based on the attributes required by Colombian law and the institution provides the strategies of an improvement plan. In this way, recommendations are made for the institution that point to the implementation of user satisfaction surveys periodically and to adhere to the strategies proposed by the researchers, since they show in detail the steps to follow to achieve the continuous improvement of the rehabilitation service. It was concluded that the institution has an important need to have a tool for periodic self-evaluation to maintain its quality standards, and in turn, recommendations were made to the institution to implement relevant improvement plans to improve and correct the shortcomings in the rehabilitation service
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Palabras clave
Satisfacción, Atributos, Calidad, Mejoramiento, Estándares, Satisfaction, Attributes, Quality, Improvement, Standards
