文章基本信息

标题：Medición de indicadores tangibles e intangibles para la evaluación-gestión de la calidad y variables socio-psicológicas en el servicio hospitalario
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作者：Varna Hernández Junco ; Yadney Miranda Lorenzo ; Juana Zoila Junco Horta 等
期刊名称：Harvard Deusto Business Research
电子版ISSN：2254-6235
出版年度：2017
卷号：6
期号：1 Especial
页码：17-29
DOI：10.3926/hdbr.137
出版社：OmniaScience
摘要：The objective in this scientific work is develop a balanced scorecard (BSC) which will contribute to the evaluation and management of the assistance service quality and psychological variables like motivation, labor satisfaction, managing process, organizational culture and labor completion with a better balance among efficiency, efficacy, results and process indicators in a Cuban hospital center. To develop this investigation, different methods are used, documental analysis, interviews, group dynamics, Delphi method. In the information processing the following indicators are used, the Kendall’s concordance coefficient, credibility and items-total correlation, measured through the SPSS program. The sample is made up of internal clients: executives, doctors, nurses and experts. Once the indicators system has been designed and implemented, the main difficulties are determined and strategies proposed which once implemented by the institution should contribute to a solution.
关键词：Hospital assistance service quality; socio-psychological variables; indicators; balanced scorecard; calidad del servicio asistencial hospitalario; variables socio-psicológicas; indicadores; cuadro de mando integral