ISSN: 2642-6250
Authors: Castro Mesa EP, Velandia Villalba MO and Betancur Pulgarin CL*
Introduction: In Colombia, as in the rest of the world, the aim is to articulate the entire health system in order to verify quality, and it is important to implement mechanisms and tools that constantly evaluate the quality offered by each of the actors. Objective: Determine the existing risks that affect the quality of hospital and emergency services in the new clinic San Sebastián Girardot, Colombia, based on current regulations in the sector, to obtain the organization’s accreditation. Methodology: A descriptive observational quantitative investigation was carried out, on primary sources, internal and external clients of Nueva ClÃnica San Sebastián, with secondary sources, the institution’s quality files, for the identification of risks. Was used to collect the information The SERVQUAL MODEL, Parasunaman model. To obtain the Service Quality Index, the model presents five dimensions also known as quality dimensioning indicators. Ethical aspects: According to the Declaration of Helsinki, 1975, Resolution 8430 of 1993 del and resolution 0413 of 2018, it is a research without risk, institutional consent was obtained. Results: The univariate analysis showed 62.3% for the expectations of the client and their perception in relation to the services provided, with great satisfaction and moderate satisfaction of 57%. With external clients, it was found that users have moderate satisfaction in all dimensions, the dimension of sensitivity or response capacity has a higher degree of satisfaction in users, in relation to meeting their expectations, with 85%, followed by the security dimension with 58%, and empathy with 57%. Conclusion: Research indicates that both internal and external clients report less than 50% satisfaction and in some cases they are totally dissatisfied, which constitutes a risk for the institution.
Keywords: Quality; Risks; Accreditation; Risk Management
