Abstract

FORRELLAT BARRIOS, Mariela. Quality in health services: an unavoidable challenge. Rev Cubana Hematol Inmunol Hemoter [online]. 2014, vol.30, n.2, pp.179-183. ISSN 0864-0289.

At present, the application of the concept of quality in health services is more important every day. Nevertheless, the implementation of a system in this sense is not aneasy task and it requires a cultural change of the organization involving everyone in the institution so as to satisfy all needs and preferences of the patients.The essence of a quality performance is based on the measurement of results, processes and in patients' and relatives'satisfaction, and the goal is to achieve constant improvement.Many aspects are to be considered in order to accomplish the utmost quality in your developmentbut efforts must be oriented to how things should be done, standardizing processes and crediting services. These tools will permit better behaviour and to diminish clinical and administrative mistakeswhich will make it possible to obtain best management which, undoubtedly, will be positively recognized by the community. So, keeping systematic actions to get more satisfaction from the external client, interrelation with patients and relatives, identifying and diminishing mistakes, team work, participation of everyone involved and feeling that we are part of an organization that needs us and advances to new changes required by the system and the world, are the essence of quality culture.

Keywords : quality; quality of health services; quality management.

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