Perception Gap of Medical Personnel Service Quality by Servqual Method / 现代医院

Objective To enhance the hospital′s competitiveness through evaluating hospital by its own staff.Methods The Servqual was used to investigate the hospital service quality.Results The hospital′s medical staff were good in personal appearance and professional knowledge.However, the hospital was week in equipment and fulfilling promises to patients.Conclusion The administrative should take corresponding measures to improve the quality of medical services for their existing management quality problems.

Influencia de la cultura organizacional en la calidad del servicio en el Hospital "Mario Muñoz Monroy" / Influence of organizational culture on the quality of service in "Mario Muñoz Monroy" Hospital

El presente artículo aborda la influencia de la cultura organizacional en la calidad del servicio hospitalario en la entidad objeto de estudio. Se utilizan métodos y técnicas de la estadística descriptiva y no paramétrica y el tipo de muestreo empleado es el probabilístico estratificado por afijación proporcional para clientes externos (pacientes, familiares) e internos (médicos, enfermeros). Se destacan aspectos de la cultura organizacional que favorecen el logro de los retos que enfrentan las instituciones hospitalarias y la elevación de indicadores de calidad que deben ser mejorados, así como los aspectos de cultura que pudieran convertirse en barreras para el desempeño exitoso del centro, de no atenderse con prioridad por la dirección del centro con la implicación de todos los trabajadores, además de algunas líneas de actuación. Se concluye que la cultura organizacional reinante en la entidad permite enfrentar los retos y la elevación de la calidad de la asistencia hospitalaria.

The influence of organizational culture on the quality of service in "Mario Muñoz Monroy" Hospital was approached. Methods and techniques of descriptive and non-parametric statistics were used. The stratified probabilistic sampling by proportional affixing was applied to external (patients, relatives) and internal clients (physicians, nurses). Those aspects of organizational culture that allow the hospital institutions to face the challenges and to improve the quality indicators as well as those cultural factors that may become barriers for the successful work of the center, unless priority is given to it by the board of directors, including the workers and adding some lines of action, are stressed. We conclude that the organizational culture existing in the institution makes possible to face the challenges and to increase the quality of hospital care.