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      Acerca de los clientes de las organizaciones de salud pública Translated title: On the clients of public health organizations

      research-article
      , ,
      Gaceta Sanitaria
      Ediciones Doyma, S.L.
      Salud pública, Gestión, Usuario, Cliente, Public health, Management, User, Customer

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          Abstract

          Los servicios públicos han de responder y satisfacer a una diversidad de agentes: sus usuarios, los ciudadanos que pagan impuestos que los financian, los políticos, y el personal que trabaja en ellos. Para conseguir unos servicios públicos que pongan al ciudadano-usuario en el vértice de su funcionamiento habrá que conocer al cliente, sus expectativas, preferencias, quejas y satisfacción. Este manuscrito presenta el proceso de reflexión interna realizado en nuestra organización acerca de sus clientes, cuya naturaleza es muy distinta de los de una empresa industrial o comercial. Se plantea una tipología y el proceso que ha llevado a confeccionar un listado de clientes, y se plantean acciones que hay que realizar para mejorar los servicios desde su perspectiva.

          Translated abstract

          Public services must satisfy a variety of agents: users of these services, the citizens who pay the taxes that finance them, politicians, and those that work in them. To obtain public services that give priority to the citizen-user, knowledge of clients, their expectations, preferences, complaints and degree of satisfaction is essential. This article presents the process of internal discussion in our agency about its clients, who differ from those of an industrial or commercial organization. A proposal for the classification of clients, as well as the process that has led to a client portfolio, are presented and steps to improve services from the perspective of the client are suggested.

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          Most cited references15

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          Defining the Client in the Public Sector: A Social-Exchange Perspective

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            Mak ing Democracy Work

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              Making democracy work.

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                Author and article information

                Journal
                gs
                Gaceta Sanitaria
                Gac Sanit
                Ediciones Doyma, S.L. (Barcelona, Barcelona, Spain )
                0213-9111
                December 2004
                : 18
                : 6 suppl 2
                : 479-482
                Article
                S0213-91112004000800010 S0213-9111(04)01800600010
                10.1016/S0213-9111(04)72036-1
                730fe2d8-ca09-43da-9abe-d6b44ebc0796

                This work is licensed under a Creative Commons Attribution-NonCommercial 3.0 International License.

                History
                : 30 September 2003
                : 19 July 2004
                Page count
                Figures: 0, Tables: 0, Equations: 0, References: 9, Pages: 4
                Product

                SciELO Public Health


                Salud pública,Gestión,Usuario,Cliente,Public health,Management,User,Customer

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