Impact of administrative management on the quality of care at the Sagrado Corazón de Jesús Hospital, Quevedo.

Abstract

This research analyzed the impact of administrative management on the quality of care provided to users of the Sagrado Corazón de Jesús Hospital in the Quevedo canton during the year 2023. The institution faces challenges related to service quality, human talent management, and the efficiency of its administrative processes. The sample included 33 administrative staff members and 415 users, selected from a total of 61,246 patients attended. Surveys and interviews were used to assess user satisfaction, management strategies, and institutional efficiency. The results showed an overall effectiveness of 67.20 %, considered average. User satisfaction was also rated as average, with low scores in waiting time (2.70/5) and overall satisfaction (2.66/5). A total of 248 users reported waiting times exceeding 30 minutes, which particularly affected elderly individuals and children. The complaint resolution capacity was 40 %, while the staff training rate reached 81 %. Although training and digitalization policies are promoted, their impact is limited by financial and technological constraints. Interdepartmental coordination was found to be adequate; however, some processes require optimization. The study concludes that administrative management directly influences the quality of service. It is recommended to strengthen resource allocation, improve internal communication, and implement advanced management systems and personalized care protocols to ensure more efficient, accessible, and humanized healthcare.