Transformación digital y eficiencia administrativa hospitalaria La experiencia de usuarios, pacientes y acompañantes en los hospitales de Arequipa

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Oct 23, 2026

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Roberto Orlando Núñez Quiroz
University of Minnesota – Duluth
Rosa Cecilia Cruz Núñez
Universidad Tecnológica del Perú – UTP
Roberto Adrián Núñez Cruz
University of Minnesota – Duluth

Abstract

Este libro analiza cómo la transformación digital incide en la gestión administrativa hospitalaria desde la experiencia de usuarios, pacientes y acompañantes adultos del Hospital Nacional Carlos Alberto Seguín Escobedo y el Hospital III Yanahuara, en Arequipa (Perú). Plantea que la transformación digital no se mide por la existencia de plataformas, canales virtuales o historias clínicas electrónicas, sino por la mejora real de la experiencia de quienes solicitan, reciben, gestionan y acompañan la atención. Con un enfoque mixto, descriptivo, analítico, comparativo y aplicado, se aplicaron 600 cuestionarios estructurados, 600 entrevistas breves semiestructuradas y observación no participante. Los resultados muestran una transformación digital parcial: las mayores fortalezas son la seguridad y confianza digital, la continuidad de la información y la claridad de los requisitos, mientras que las áreas críticas son la telemedicina, los trámites y tiempos de espera, los canales digitales y la disponibilidad de medicamentos. El estudio destaca además el papel del acompañante como mediador digital y administrativo. Como aporte, el libro propone un Modelo Integrado de Gestión Administrativa de la Salud Digital centrado en el usuario, con recomendaciones para rediseñar los canales digitales, apoyar a las personas con barreras digitales y medir de forma continua la experiencia.

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Núñez Quiroz, R. O., Cruz Núñez, R. C., & Núñez Cruz, R. A. (2026). Transformación digital y eficiencia administrativa hospitalaria: La experiencia de usuarios, pacientes y acompañantes en los hospitales de Arequipa. Enfoque Disciplinario, 11(2). https://doi.org/10.70165/enfdis.v11i2.334

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