Evaluación del enfoque y modelo de servicio al cliente que actualmente tiene estructurado el Hospital Universitario de San Vicente Fundación

Abstract

Today, the term "service" has become a differentiating attribute in companies, above issues such as price, market place and promotion. This is why institutions have focused their efforts towards being recognized for their service–oriented culture, as well as to encouraging a defined set of beliefs and behaviors among the staff, in accordance with the company’s philosophy. Therefore, the need to assess Hospital Universitario de San Vicente Fundación’s service model has risen, with the aim of fostering an efficient and effective performance in pursuit of a better service for users. For this purpose, during an initial stag, it has been suggested to conduct a strategic and methodological review of the scope of the service currently provided by the Hospital. During the second stage, a customer service assessment will take place, in order to define improvement action items that may ensure the reliability of information resulting from procedures, so as to facilitate decisionmaking. Finally, during the third stage, a proposal for innovation of Hospital Universitario de San Vicente Fundación’s customer service process will be developed, through the definition of a methodological model that makes it possible to implement a culture of service.