Resumen

CERDA-SUAREZ, Luis Manuel; SANTIBANEZ-VIVANCO, Andrea; ASENSIO DEL ARCO, Eva  y  MARTINEZ-MARTINEZ, Aurora. Indicators to Improve the Health Care to Patients according to Lean Six Sigma: the Case of the Gustavo Fricke Hospital (Chile). Rev. Gerenc. Polit. Salud [online]. 2018, vol.17, n.35, pp.174-191. ISSN 1657-7027.  https://doi.org/10.11144/javeriana.rgps17-35.imap.

Justification: Regarding some challenges of the public services competitiveness, it is crucial to enhance the health quality. Objectives: (1) To characterize the levels of service quality in the emergency rooms based on Lean Six Sigma; and (2) to show the relevance of some key management indicators in the emergency room of a public hospital. Methods: Based on a proposal of Lean- Six-Sigma variables derived from the SERVQHOS scale, a survey was applied to the users regarding their perception about the emergency room services in a Chilean public hospital. The main management indicators thereof were identified and evaluated. Results: To emphasize how it is important to make interventions concerning some relevant variables at different action levels in a hospital Ward. Contribution: To illustrate a proposal to improve the health care, focused on reducing the service times and mistakes and adding values to the patient.

Palabras clave : health services; hospital; patient; emergency rooms; Lean; Six Sigma.

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