Abstract
In Mexico over time, economic crisis has worsened the health sector, where those most affected are the lower class, so that people with disease do not have access to private health services, given the high cost that this represents, just as people who are not beneficiaries of the Mexican Institute of Social Security by its Spanish initials IMSS, Institute of Security and Social Services for State Workers by its Spanish initials ISSSTE and other insured agencies providing public health services have no options to solve their health problems.
Highlights
The evaluation of service quality in institutions aimed at providing social security related performance of the individual is one of the most important issues today
The most recognized definition is the author Avedis Donabedian School of Public Health, Michigan, who has been the pioneer of this issue in the context of health, their concepts have had great influence in Latin America, “Quality Health Services it is an attribute of medical care that can occur in varying degrees” [3]
An assessment tool adapted to the needs of the institution was used; assessment of satisfaction with health services, patient satisfaction with medical and nursing consultation and citizen evaluation of hospital service, which served to measure the expectations and experiences of users, and which consists of 48 reagents and using ladders Likert-type and open questions
Summary
The evaluation of service quality in institutions aimed at providing social security related performance of the individual is one of the most important issues today. Whatever its design has served to generate different progress on all of the service, but has generated misconceptions about the quality and control, user or buyer and they must produce, businessman or salesman. It is in the early nineties when Department staff quality reduced to very few people because it is thought that the quality of goods and manufactured service is everyone’s responsibility, begins to worry about what really matters: the quality of human relationships. The most recognized definition is the author Avedis Donabedian School of Public Health, Michigan, who has been the pioneer of this issue in the context of health, their concepts have had great influence in Latin America, “Quality Health Services it is an attribute of medical care that can occur in varying degrees” [3]
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