Montes Petro, Emerson DavidMontes Guerra, Keila Paola2022-03-282022-03-282022-03-25https://repositorio.unicordoba.edu.co/handle/ucordoba/5078The state social enterprise Hospital San Nicolás located in the Municipality of Planeta Rica Córdoba, has the SIAU area, a specific area to provide care and information to users and measure the quality of care by opening mailboxes, receiving , reconciliation and response of the PQRS presented by the users. Through a process of analysis of the PQRS received at the E.S.E Hospital San Nicolás during the year 2021, the need to establish improvement plans is studied and which plan is the most relevant to the point that it leads to optimizing the provision of services. Taking into account the above, this research work's main objective is to analyze the PQRS in the social enterprise of the state Hospital San Nicolás in order to establish improvement plans that lead to optimizing the provision of the service. Establishing improvement plans favors the ESE Hospital San Nicolás so that the attention to users is carried out in a humanized, timely and pertinent manner, so that in this way the perception of quality improves and thus the ESE Hospital San Nicolás will maintain a high degree of customer loyalty and satisfaction.INTRODUCCIÓN ...............................................................................................................................................111 OBJETIVO GENERAL......................................................................................................................................121.1 OBJETIVO ESPECÍFICOS........................................................................................................................122 MARCO REFERENCIAL.............................................................................................................................142.1 MARCO LEGAL...............................................................................................................................................142.2 MARCO CONCEPTUAL..........................................................................................................................192.3 MARCO TEÓRICO.....................................................................................................................................203 METODOLOGÍA..............................................................................................................................................283.1RESEÑA HISTÓRICA DE LA INSTITUCIÓN.....................................................................................283.2 ORGANIGRAMA............................................................................................................................................313.3 MAPA DE PROCESOS..............................................................................................................................323.4 MISIÓN...............................................................................................................................................................323.5 VISIÓN...............................................................................................................................................................333.6 DESCRIPCIÓN DEL ÁREA SISTEMA DE INFORMACIÓN Y ATENCIÓN AL USUARIO (SIAU)...........................................................................................................................................................................334 TIPO DE ESTUDIO...........................................................................................................................................364.1 ESCENARIO DE ESTUDIO.......................................................................................................................365 POBLACIÓN, TIPO DE MUESTREO Y CÁLCULO DEL TAMAÑO DE LA MUESTRA.................................................................................................................................................................375.1 POBLACION......................................................................................................................................................375.2 TAMAÑO..............................................................................................................................................................375.3 MUESTREO......................................................................................................................................................376 MÉTODOS E INSTRUMENTOS DE RECOLECCIÓN DE DATOS........................................386.1 TOTAL DOCUMENTOS RADICADOS DURANTE EL AÑO 2021..........................................386.2 QUEJAS POR TIPO DE SERVICIO......................................................................................................386.3 MOTIVO DE LAS QUEJAS.......................................................................................................................396.4 TIPO DE FELICITACIONES.....................................................................................................................396.5 TIPOS DE SUGERENCIAS......................................................................................................................406.6 FELICITACIONES..........................................................................................................................................426.7 SUGERENCIAS POR SERVICIOS.......................................................................................................427 PROCEDIMIENTO PARA LA RECOLECCIÓN DE INFORMACIÓN.................................447.1 PLAN PARA LA TABULACIÓN Y ANÁLISIS DE DATOS..........................................................458 ASPECTOS ÉTICOS Y LEGISLATIVOS.................................................................................................468.1 ASPECTOS ETICOS.....................................................................................................................................468.2 ASPECTOS LEGISLATIVOS...................................................................................................................469 RESULTADOS Y DISCUSIÓN...................................................................................................................48RESULTADOS........................................................................................................................................................486.3 MOTIVO DE LAS QUEJAS......................................................................................................................496.4 TIPO DE FELICITACIONES....................................................................................................................496.5 TIPOS DE SUGERENCIAS......................................................................................................................506.6 FELICITACIONES..........................................................................................................................................526.7 SUGERENCIAS POR SERVICIOS.........................................................................................................5210 CONCLUSIONES.............................................................................................................................................5511 RECOMENDACIONES....................................................................................................................................5712 ANEXOS................................................................................................................................................................60application/pdfspaCopyright Universidad de Córdoba, 2022Trabajo de grado - Pregradoinfo:eu-repo/semantics/openAccessAtribución-NoComercial-SinDerivadas 4.0 Internacional (CC BY-NC-ND 4.0)SIAUUsuariosQuejasSugerenciasSIAUUsersComplaintsSuggestions