Evaluación de la Implementación de un Modelo de Gestión de Calidad en el Servicio de Farmacia Hospitalaria: Estudio de Caso en el Hospital Ángela Loayza de Ollague, Abril 2025.

Abstract

Preventive and curative healthcare provided to patients with the various conditions they present upon admission to the health unit requires the intervention of specialized professionals in the various branches and the systematic activation of protocols to ensure quality care. To obtain the data, a quantitative approach was applied using questionnaires for surveying pharmacy service users, of those surveyed, 49.3% expressed dissatisfaction with the quality of service. 52% stated that the treatment provided by pharmacy staff was inadequate when dispending prescriptions. 80.7% agreed that the quality of care should be improved and the number of professionals should be increased. Furthermore, a management model for the pharmacy service is required due to the hospital’s specialty. Based on the percentages obtained from user perceptions of the quality of service they receive in the pharmacy department of the Angela Loayza Public Gynecology and Obstetric Hospital in Ollague, applying the current management model, it is concluded that professionals and managers carry out their activities in accordance with standardized management models for all public sector units, resulting in errors and misunderstandings that affect service quality. Therefore, the implementation of a comprehensive management model tailored to the hospital’s specialization will improve the quality of services.