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Evaluación del desempeño laboral en relación a la calidad de los servicios en el Hospital Oswaldo Jervis Alarcón Salitre, 2016.

Abstract:

The purpose of the research is to evaluate the work performance of nursing personnel in relation to the quality of the services in order to present a plan related to the improvement in the Hospital Oswaldo Jervis Alarcón of the district 09d20 Salitre. The methodology used for the investigation was a descriptive scope, t y pe of correlational investigation and anal y tical method. The quantitative technique was used; since, two types of surveys were carried out, the first was according to the dimensions of I nostroza to measure the work performance and the second was a survey based on the SERVQUAL methodology to measure the perception of the quality of the users. Twenty-four performance questionnaires and 24 quality perception questionnaires were carried out. I t was known that there is a correlation between the factors of work performance and the quality offered in the Hospital. The dimensions that were correlated were level of knowledge about the job description, performance in the function, knowledge of the institution, proactivity and innovation, interpersonal relationships and productivity. I t was proposed to communicate the mission, vision and organizational objectives in the institution, a control over the functions of the employees was applied, as well as the rules that have to be followed through a triptych and others were made known.