Resumo

ROJAS BARAHONA, Roubier; LUNA VEGA, Sileny; GROSS ROBLES, Jetty  e  KENTON JOHNSTON, Rosita. Evaluation of the quality of management of an inpatient clinical laboratory in Costa Rica. Rev. costarric. salud pública [online]. 2010, vol.19, n.1, pp.12-17. ISSN 1409-1429.

Objective: To evaluate the Quality of Clinical Laboratory Management in the Hospital México, between the months of June through August, 2009. Materials and Methods: The design of the study was quantitative and exploratory. 369 people were surveyed during the months of June through August of 2009. We performed a descriptive analysis of the main study variables to determine the quality of management in the hematology laboratory of the Hospital México. Results: External Customer Satisfaction (Doctors, Nurses and Outpatient Users) believe the service is appropriate with a 94,1 % (269/286); on the other hand, empathy and human warmth were good with a 86,4 % (247/285) and 82,9 % (237/285) respectively. The Internal Customers (microbiologists, technicians and administrative staff), a 64,0 % (16/25) of microbiologists believe that job prospects are good as well as a high percentage of technicians with a 71,4 % (30/42) who have received less than 10 training sessions; administrative staff have a prevailing business need with a 56,3 % (9/16). Regarding the physical space, most of the internal customers consider it mediocre. The prevailing opinion is that of the Technical and Administrative Staff regarding the furniture which is considered good, but not the microbiologists with 56,0 % (14/25) who consider it rather mediocre. Conclusion: The satisfaction of internal and external customers should be evaluated to improve Quality Management in the Clinical Laboratory of the Hospital México.

Palavras-chave : quality management; health services evaluation; Costa Rica.

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