Quality management in health units of the city of Riobamba

• Main Authors: Angel Floresmilo Parreño Urquizo, Silvana Paola Ocaña Coello, Antonio Iglesias Morell
• Format: Article
• Language: Spanish
• Published: ECIMED 2021-05-01
• Series: Revista Cubana de Medicina Militar
• Subjects: atención primaria de salud; gestión de la calidad; satisfacción.
• Online Access: http://www.revmedmilitar.sld.cu/index.php/mil/article/view/982
• ISSN: 1561-3046; 1561-3046

Introduction: The evaluation and monitoring of health services at the first level of health care constitutes a tool for health authorities in their desire to provide services with high standards of quality and warmth. Objective: To evaluate the quality management of the health services of the primary care units in the urban area of Riobamba canton, Chimborazo province. Methods: Basic research was carried out in 9 health units of the first level of care in the city of Riobamba, Chimborazo province, Ecuador during the period between July and December 2019. 4 research instruments were applied to different categories of users and providers. The 9 directors of the health units, 4 district health authorities, 383 external users and 106 internal users (providers) were included. Results: Only 33,33 % of the health units present a quality management plan; 75,0 % of the district authorities consider that there are no user satisfaction monitoring programs. In the opinion of external users, only tangibility (3,25) and guarantee (3,00) reached a medium satisfaction level. In the opinion of internal users, there was only average satisfaction in the customer-focused organization (3,38) and in the process approach (3,05). Conclusions: There is a need to implement a service quality management program to identify and solve the factors and / or conditions that minimize the satisfaction of internal and external users.