Propuesta de procesos de hospitalidad en habitaciones, recepción y atención al cliente en el área de hospitalización para el Hospital San Juan de Dios, Cuenca-Ecuador

Abstract

The present intervention project arose from the need to propose hospitality

processes in the hospitalization area for San Juan de Dios Hospital, Cuenca- Ecuador. The application of these processes in the field of health is vital, since the

treatment provided to patients influences the course of their recovery. To achieve this, the authors have proposed to make a diagnosis of the current situation, punctually in the area of hospitalization, through the analysis of secondary information provided by the establishment and application of evaluation instruments, such as: patient surveys and interviews aimed at staff in this area. Consequently, the quantitative data were processed using Microsoft Excel software and the SPSS statistical program, while the qualitative data were interpreted through a narrative analysis. The resulting information was useful for the determination of general guidelines and proposal of hospitality processes in rooms, reception and customer service, necessary for San Juan de Dios Hospital -hospitalization area-, strengthening the quality of its services and improving the performance of its staff. This study is finalized, with the solid proposal of hospitality processes in rooms, reception and customer service in a theoretical-graphic way, by the authors for the use of the aforementioned medical establishment. Keywords: processes, hospitality, service, hospitality, hospital, Cuenca