Hospital Luis Calvo Mackenna: ¿Cómo preparar a una organización pública para funcionar en un modelo de “autogestión y satisfacción usuaria”?

Abstract

In the context of its search for ways to achieve greater user satisfaction and better quality of its services, Luis Calvo Mackenna Hospital defined for itself —with full staff participation— a purpose and a plan. Quality is one of the strategic objectives of this plan. A multidisciplinary Quality Council has been organized, and its values have been made explicit, namely: a commitment to life and to the human being. Quality has been designated as the main instrument in striving for the level of social efficiency impused upon us by that value commitment. This implies a deep cultural change, requiring a long and patient process in order to consolidate a transformation of habits and behavior. The objectives are: to respond to our ethical requirements and to ensure the future viability of the public system of health care. We mention, as examples of the foregoing, advances achieved in users participation, accessibility and technical quality of the services provided.