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Motivación, satisfacción laboral, liderazgo y su relación con la calidad del servicio / Motivation, satisfaction at work, leadership and their relation with the service quality
Hernandez Junco, Varna; Quintana Tápanes, Lázaro; Mederos Torres, Reynaldo; Guedes Díaz, Ramiro; García Gutiérrez, Benita Nancy.
  • Hernandez Junco, Varna; Hospital Mario Muñoz Monroy. Matanzas. CU
  • Quintana Tápanes, Lázaro; Hospital Mario Muñoz Monroy. Matanzas. CU
  • Mederos Torres, Reynaldo; Instituto Superior de Medicina Militar Dr. Luis Díaz Soto. Ciudad de La Habana. CU
  • Guedes Díaz, Ramiro; Hospital Mario Muñoz Monroy. Matanzas. CU
  • García Gutiérrez, Benita Nancy; Hospital Mario Muñoz Monroy. Matanzas. CU
Rev. cuba. med. mil ; 38(1)ene.-mar. 2009.
Article in Spanish | LILACS | ID: lil-547094
RESUMEN
Se analizó la calidad percibida del servicio hospitalario y su relación con aspectos socio-psicológicos (motivación, satisfacción laboral, liderazgo) en el Hospital Mario Muñoz Monroy. Se determinó el diagnóstico de cada variable y la relación existente entre ellas a partir del empleo de diferentes métodos-técnicas de recogida y análisis de la información (cuestionario, observación, diagrama causa-efecto, entre otras), ademàs de la estadística descriptiva (mediana, percentil) y no paramétrica (correlación de Sperman, Kruskall Wallis). Se empleó el muestreo probabilístico estratificado por afijación proporcional, con 2 estratos clientes internos (médicos, enfermeros) y externos (pacientes, familiares). Se analizaron los indicadores que mßs influyen positiva y negativamente en cada una de las variables estudiadas. Se determinó que la motivación laboral es la variable que mayor correlación tiene con la calidad, seguida de la satisfacción laboral, y por último del liderazgo. Se formularon 5 estrategias que contribuirßn a la elevación de los niveles de cada variable estudiada.
ABSTRACT
The perceived quality of hospital services and its relation with some socio-psychological aspects (motivation, satisfaction at work, leadership) was analyzed at Mario Muñoz Monroy hospital. The diagnosis of each variable as well as the relationship among them was determined using several methods and techniques of data collection and analysis (questionnaire, observation, cause-effect diagram, among others) in addition to the summary (median, percentile) and non-parametric (Spearman´s correlation, Kruskall Wallis´correlation) statistics. Also, stratified probability sampling by proportional affixation using 2 strata internal (physicians, nurses) and external (patients, relatives) users were used. The indicators that most influenced in positive and negative ways on each of the studied variables were examined. It was determined that work motivation is the variable having the highest correlation with quality, followed by satisfaction at work and leadership. Five strategies that will contribute to increasing the levels of each studied variable were put forward.
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Full text: Available Index: LILACS (Americas) Main subject: Quality of Health Care / Job Satisfaction / Leadership / Motivation Limits: Humans Language: Spanish Journal: Rev. cuba. med. mil Journal subject: History of Medicine / Military Medicine Year: 2009 Type: Article Affiliation country: Cuba Institution/Affiliation country: Hospital Mario Muñoz Monroy/CU / Instituto Superior de Medicina Militar Dr. Luis Díaz Soto/CU

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Full text: Available Index: LILACS (Americas) Main subject: Quality of Health Care / Job Satisfaction / Leadership / Motivation Limits: Humans Language: Spanish Journal: Rev. cuba. med. mil Journal subject: History of Medicine / Military Medicine Year: 2009 Type: Article Affiliation country: Cuba Institution/Affiliation country: Hospital Mario Muñoz Monroy/CU / Instituto Superior de Medicina Militar Dr. Luis Díaz Soto/CU