Hospital Luis Calvo Mackenna: la calidad y la satisfacción usuaria, pilares estratégicos de cambio

Abstract

In the context of its search for 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 the strategic objetives of this plan. A multidisciplinary Quality Council has been organized, and its values been made explicit, namely: a commitment to life and to the human being. Quality has been designated as he main instrument in striving for the level of social efficiency imposed upon us by the value commitment. This implies a deep cultural change, requering a long and patient process in order to consolidate a transformation of habits and behaviour. The objetives 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, accesibility and technical quality of the services provided.