<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1657-7027</journal-id>
<journal-title><![CDATA[Revista Gerencia y Políticas de Salud]]></journal-title>
<abbrev-journal-title><![CDATA[Rev. Gerenc. Polit. Salud]]></abbrev-journal-title>
<issn>1657-7027</issn>
<publisher>
<publisher-name><![CDATA[Pontificia Universidad Javeriana]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1657-70272018000200174</article-id>
<article-id pub-id-type="doi">10.11144/javeriana.rgps17-35.imap</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Indicadores para mejorar la atención a pacientes según lean-seis-sigma: el caso del hospital Gustavo Fricke (Chile)]]></article-title>
<article-title xml:lang="en"><![CDATA[Indicators to Improve the Health Care to Patients according to Lean Six Sigma: the Case of the Gustavo Fricke Hospital (Chile)]]></article-title>
<article-title xml:lang="pt"><![CDATA[Indicadores para melhorar o atendimento a pacientes segundo lean-seis-sigma: o caso do hospital Gustavo Fricke (Chile)]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Cerdá-Suárez]]></surname>
<given-names><![CDATA[Luis Manuel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Santibáñez-Vivanco]]></surname>
<given-names><![CDATA[Andrea]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Asensio del Arco]]></surname>
<given-names><![CDATA[Eva]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Martínez-Martínez]]></surname>
<given-names><![CDATA[Aurora]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Internacional de La Rioja  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Spain</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Pontificia Universidad Católica de Valparaíso  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Chile</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad Internacional de La Rioja  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Spain</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Universidad Internacional de La Rioja  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Spain</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2018</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2018</year>
</pub-date>
<volume>17</volume>
<numero>35</numero>
<fpage>174</fpage>
<lpage>191</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S1657-70272018000200174&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S1657-70272018000200174&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S1657-70272018000200174&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Justificación: ante ciertos desafíos sobre la competitividad de los servicios públicos, resulta crucial mejorar la calidad de la salud. Objetivos: (1) caracterizar el nivel de calidad de servicio en la demanda de urgencias hospitalarias, a partir de la gestión lean seis sigma; y (2) evidenciar la relevancia de ciertos indicadores clave de gestión en la unidad de urgencias de un hospital público. Método: a partir de una propuesta de variables lean-seis-sigma derivadas de la escala SERVQHOS, se aplica una encuesta sobre las percepciones de los usuarios de un servicio de urgencias en un hospital público chileno y se identifican y evalúan sus principales indicadores de gestión. Resultados: enfatizar la importancia de intervenir sobre ciertas variables relevantes en diferentes niveles de actuación de una unidad hospitalaria. Aportación: ilustrar una propuesta para mejorar la atención, enfocándose en la disminución de tiempos y errores en el servicio y agregando valor al paciente.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract 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.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo Justificação: perante certos desafios relacionados com a competitividade dos serviços públicos, resulta crucial melhorar a qualidade da saúde. Objetivos: (1) caracterizar o nível de qualidade do serviço na demanda de urgências hospitalares, a partir da gestão lean- seis-sigma; e (2) evidenciar a relevância de certos indicadores chave de gestão na unidade de urgências de um hospital público. Método: a partir de uma proposta de variáveis lean-seis-sigma derivadas da escala SERVQHOS, aplica-se um inquérito sobre as percepções dos usuários de um serviço de urgências num hospital público chileno e são identificados e avaliados seus principais indicadores de gestão. Resultados: enfatizar a importância de intervir sobre certas variáveis relevantes em diferentes níveis de atuação de uma unidade hospitalar. Contribuição: ilustrar uma proposta para melhorar o atendimento, a focar na diminuição de tempos e erros no serviço e adicionando valor ao paciente.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[servicio de salud]]></kwd>
<kwd lng="es"><![CDATA[hospital]]></kwd>
<kwd lng="es"><![CDATA[paciente]]></kwd>
<kwd lng="es"><![CDATA[urgencias]]></kwd>
<kwd lng="es"><![CDATA[lean]]></kwd>
<kwd lng="es"><![CDATA[seis-sigma]]></kwd>
<kwd lng="en"><![CDATA[health services]]></kwd>
<kwd lng="en"><![CDATA[hospital]]></kwd>
<kwd lng="en"><![CDATA[patient]]></kwd>
<kwd lng="en"><![CDATA[emergency rooms]]></kwd>
<kwd lng="en"><![CDATA[Lean]]></kwd>
<kwd lng="en"><![CDATA[Six Sigma]]></kwd>
<kwd lng="pt"><![CDATA[serviço de saúde]]></kwd>
<kwd lng="pt"><![CDATA[hospital]]></kwd>
<kwd lng="pt"><![CDATA[paciente]]></kwd>
<kwd lng="pt"><![CDATA[urgências]]></kwd>
<kwd lng="pt"><![CDATA[lean]]></kwd>
<kwd lng="pt"><![CDATA[seis-sigma]]></kwd>
</kwd-group>
</article-meta>
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