Gestión de la servucción para mejorar el servicio al paciente del área de farmacia de una clínica de Trujillo, 2019

• Autor: Reyes Gutierrez, Rayan Abraham
• Formato: tesis de maestría
• Fecha de Publicación: 2022
• Institución: Universidad Nacional de Trujillo
• Repositorio: UNITRU-Tesis
• Lenguaje: español
• OAI Identifier: oai:dspace.unitru.edu.pe:20.500.14414/17441
• Enlace del recurso: https://hdl.handle.net/20.500.14414/17441
• Nivel de acceso: acceso abierto
• Materia: Servucción; Cliente; Soporte físico; Personal de contacto

The present work intends to apply servuction management to improve patient service in the Pharmaceutical Services area of a clinic in the city of Trujillo; Since the development of this methodology is equivalent to the optimization of the production of goods, but with service orientation as the final product, a series of previous measurements were carried out to determine the level of satisfaction of the patients through the NPS survey. the 4 elements predefined by the servuction methodology: Client, physical support, personnel and the service itself. In addition to the NPS type survey applied to the patient, the Ishikawa Diagram and the logistics and Pharmacy indicators, belonging to the control panel, were used in such a way that it was possible to determine in which part of the process improvements should be applied. The application of the improvements was oriented to the training of the personnel, optimization in the supply of medicines, modifications in the outpatient care process, with the implementation of new procedures and restructuring of warehouses. The results show the influence that servuction management has on patient satisfaction, increasing it from 75% in November 2018 to 82% in November 2019 for the Outpatient Pharmacy area, which influenced the general increase in satisfaction in the outpatient area from 87% to 92%; On the other hand, the value of the NPS increased from 51% in November 2018 to 73% in November 2019, concluding that the management of the servuction in the processes of the Pharmacy Service improves the service, quantitatively expressing the improvements in terms profitability for the institution.