Levantamiento de procesos para el diseño de un manual de procedimientos para el área administrativa del Hospital Pediátrico Alfonso Villagómez Román

Abstract

The objective of this research work was to carry out a process survey to design procedures manual in the administrative area of the pediatric hospital "Alfonso Villagómez Román, which allowed an improvement of its processes that are of great utility within the service of attention to the user in the health unit. The type of research that was developed is a transversal study that takes different types of views, carried out with a sample of 382 users and 21 public servants who are currently working. The main tool used was a survey that allows us to measure the satisfaction of users, as well as different expectations of public workers in order to measure the relationship obtained between the quality of service and the provision of the same. Finally, a strategic direction was made through which the mission, vision, and organizational values were analyzed, then a situational diagnosis was made, therefore it was possible to determine the value chain, this allowed to study each process with the application of an analysis of added value and determined which procedures are delaying timely care, after this a proposal for modification of the processes of outpatient, clinical laboratory, hospitalization, records management was made