Evaluación de la calidad total del Policlínico Santa Rosa Comas-IPSS-Lima

Abstract

El estudio evalúa la calidad total en la atenci6n médica del policlínico Santa Rosa IPSS-Comas, definiendo a la calidad como conjunto de propiedades y características del servicio que satisfacen las necesidades o expectativas del paciente. La evaluación se realiza en base a variables Gerenciales con un enfoque de sistemas determinando indicadores de estructura (accesibilidad geográfica, econ6mica y de la organización y disponibilidad de recursos), proceso (actividades, grado de uso, productividad, etc.) y resultados (eficiencia, eficacia y calidad). Se elaboró un instrumento tipo encuesta el cual se aplic6 a una muestra aleatoria representativa de la poblaci6n seleccionada en forma estratificada de los usuarios al policlínico interrogándose sobre accesibilidad y calidad del servicio. En la evaluaci6n se identificaron problemas eventuales, denominados así cuando se comparan con criterios o normas ya establecidas y aceptadas por la Instituci6n, se determinó las causas determinadas del problema y se alcanzan las recomendaciones pertinentes.

The present study evaluates the total quality on the Santa Rosa IPSS-Comas Policlinic medical attention, defining the quality as the whole of properties and characteristics of the service that satisfy the patients' necessities and hopes. The evaluation is made according to management variables with an approach to systems, determining structure indicators (geographic and economic accessibility, and of the organization, and amount of means available), process (activities, grade of use, productivity, etc.) and results (efficiency, efficacy and quality). An Instrument, a kind of survey, was made to be used with a representative sample of the population selected stratifiedly between the patients of the policlinic, who were interrogated about the accessibility and quality of the service. During the evaluation, unexpected problems, which are termed in this way when they are compared with criterions and norms already stablished and accepted by the institution, were identified; the causes of the problem were fixed and pertinent recommendations are reached.