Publication: PLAN DE MEJORAS PARA AUMENTAR LA SATISFACCIÓN USUARIA EN EL CENTRO DE SALUD FAMILIAR PEDRO LEÓN GALLO
Date
2019
Authors
MUÑOZ ARRAU, LEONARDO NICOLÁS
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Abstract
La Satisfacción Usuaria corresponde a una dimensión importante en la calidad del servicio entregado por los Centro de Salud Familiar (CESFAM). En el marco de las metas 2011-2020 orientadas por el Servicio de Salud se encuentra disminuir la insatisfacción usuaria. El interés de desarrollar un Plan de Satisfacción Usuaria nace desde la necesidad desde el bajo resultado obtenido durante el 2018 y hace darse cuenta de la necesidad de tener un plan establecido y compatible con cualquier centro de salud de atención primaria.
Para el desarrollo del plan se usó como base la metodología de Excelencia Operacional, la cual fue aplicada abarcando todas las áreas del CESFAM, específicamente separada en 1.Aspectos Generales 2.Estamento Administrativo 3.Estamento Técnico-Paramédico 4.Personal Profesional 5.General del Trato
La metodología consideró la (1) definición de objetivo general y específico, (2) análisis de la situación actual del CESFAM, (3) análisis de procesos, donde se detectan las brechas (además de considerar el resultado de la encuesta de satisfacción usuaria 2018), (4) elaboración de una matriz de priorización de procesos más críticos y determinantes en el resultado.
Identificado los focos de mejora se procedió a realizar el plan de mejoras, que fue validado por integrantes directivos del CESFAM y Dirección de Salud Municipal. La metodología de Excelencia Operacional permitió crear un plan de mejoras estandarizado y aplicable en cualquier centro de atención primaria, dado a sus instrucciones claras y replicables.
The User Satisfaction corresponds to an important dimension in the quality of the service delivered in the Centro de Salud Familiar (CESFAM). Within the framework of the 2011-2020 goals guided by the Servicio de Salud is to reduce user dissatisfaction. The interest in developing a user satisfaction plan was born from the need of the low result obtained during 2018 and has realized the need to have a plan established and compatible with any primary health care center. For the development of the plan, it was used as the basis of the methodology of operational excellence, which was applied to all areas of CESFAM, specifically the 1. General aspects 2. Administrative Unit 3. Technical-Paramedical Unit 4. Professional Staff 5 .General of the deal. The methodology became the (1) Definition of general and specific objective, (2) Analysis of the current situation of CESFAM, (3) Analysis of processes, where gaps are detected (in addition to considering the result of the satisfaction survey user 2018), (4) the elaboration of a matrix of prioritization of the most critical and determining processes in the result. Once the focus for improvement was identified, the improvement plan was carried out, which was validated by the directors of CESFAM and the Dirección de Salud Municipal. The Operational Excellence methodology allowed the creation of a standardized improvement plan applicable in any primary care center, given its clear and replicable instructions.
The User Satisfaction corresponds to an important dimension in the quality of the service delivered in the Centro de Salud Familiar (CESFAM). Within the framework of the 2011-2020 goals guided by the Servicio de Salud is to reduce user dissatisfaction. The interest in developing a user satisfaction plan was born from the need of the low result obtained during 2018 and has realized the need to have a plan established and compatible with any primary health care center. For the development of the plan, it was used as the basis of the methodology of operational excellence, which was applied to all areas of CESFAM, specifically the 1. General aspects 2. Administrative Unit 3. Technical-Paramedical Unit 4. Professional Staff 5 .General of the deal. The methodology became the (1) Definition of general and specific objective, (2) Analysis of the current situation of CESFAM, (3) Analysis of processes, where gaps are detected (in addition to considering the result of the satisfaction survey user 2018), (4) the elaboration of a matrix of prioritization of the most critical and determining processes in the result. Once the focus for improvement was identified, the improvement plan was carried out, which was validated by the directors of CESFAM and the Dirección de Salud Municipal. The Operational Excellence methodology allowed the creation of a standardized improvement plan applicable in any primary care center, given its clear and replicable instructions.
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Keywords
SATISFACCION USUARIA , PLAN DE MEJORAS , CESFAM PEDRO LEON GALLO