Especialización Dirección y Gestión de la Calidad

URI permanente para esta colecciónhttp://hdl.handle.net/11634/17068

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Diseño e implementación de una guía de estandarización para la medición de grados Brix mediante refractometría, como aporte al fortalecimiento del sistema de gestión de calidad en el laboratorio de Italcol Latinoamérica.
(Universidad Santo Tomás, 2026-06-18) Delgado Perez, Jorge Eymar; Manjarres Jaimes, Andrés David; Osorio Martínez, Carlos Alberto; Universidad Santo Tomas
The purpose of this project was to design and implement a standardized technical guide for measuring Brix degrees through digital refractometry in the quality laboratory of Italcol Latinoamérica. The study was motivated by the limitations identified in the traditional hydrometry method using a saccharimeter, which affected the reliability, traceability, and reproducibility of analytical results. A mixed-methods research approach was applied, combining documentary analysis, regulatory evaluation, direct process observation, technical comparison of measurement methods, and the development of management tools for process standardization. In addition, the requirements established by ISO 9001:2015 and ISO/IEC 17025:2017 were analyzed to ensure compliance with internationally recognized quality and technical competence standards. The results revealed operational, technical, and documentary deficiencies associated with the traditional method, while highlighting the advantages of digital refractometry in terms of speed, repeatability, reduction of human error, and metrological control. As a primary outcome, a standardized technical guide was developed, including operating procedures, acceptance criteria, recording formats, and control mechanisms that strengthen measurement reliability and result traceability. Furthermore, a change management and training plan was designed to support laboratory personnel during the transition process and promote the successful adoption of the new methodology. The study concludes that implementing the standardized technical guide significantly strengthens the quality management system of Italcol Latinoamérica by improving analytical consistency, metrological traceability, and compliance with applicable regulatory requirements.
Análisis del impacto laboral de los egresados de la Especialización en Dirección y Gestión de la Calidad (Universidad Santo Tomás, seccional Bucaramanga)
(Universidad Santo Tomás, 2026-05-04) García Rojas, Blanca Yamile; Plazas Rodríguez, Luis Michael; Universidad Santo Tomás
The purpose of this undergraduate thesis was to analyze the employment impact of graduates from the Specialization in Quality Management and Leadership at Santo Tomás University, Bucaramanga campus, based on their experiences, perceptions, and professional trajectories. To achieve this, an online survey was conducted with 40 graduates, allowing for the collection of information related to their sociodemographic profile, academic background, employment status, income levels, competency development, and level of satisfaction with the program. Overall, the perception of the program is positive, reflecting high levels of satisfaction and recommendation. This demonstrates not only the quality of the education received, but also its contribution to the professional and personal growth of those who have been part of this process. In conclusion, the specialization is established as a relevant educational option with a real impact on the professional lives of its graduates. However, its continued strengthening will depend on its ability to adapt to changes in the environment, innovate in its training strategies, and maintain quality as the central pillar of its development.
Ampliación del sistema de gestión de la calidad en droguerías mediterráneo conforme a la norma ISO 9001:2015.
(Universidad Santo Tomás, 2026-01-16) Quiñones Borda, Daniela; Merchán Cueca, Mónica Patricia; Páez Ahumada, Johanna Marcela; Gómez Girón, Luisa Fernanda; Universidad Santo Tomás
Droguerías Mediterráneo, a retail pharmaceutical company located in Bogotá, faces the challenge of expanding the scope of its Quality Management System, which is currently focused on regulatory compliance with Resolution 1403 of 2007 and Decree 780 of 2016, toward an integrated model based on the ISO 9001:2015 standard. This research proposes extending the scope of the QMS to strengthen process management, operational traceability, and customer satisfaction. A compliance diagnosis was conducted using checklists, document reviews, direct observation, and semi-structured interviews with key personnel. The results showed an overall compliance level of 60.1%, with significant progress in Chapters 8 (Operation), 9 (Performance Evaluation), and 10 (Improvement), where compliance exceeded 70%. The main achievements include strengthening operational control, documentation management, supplier monitoring, and corrective action processes aimed at efficiency and continuous improvement. Expanding the QMS scope will enable the organization to integrate quality as a strategic axis, enhance competitiveness in the pharmaceutical market, and ensure safe, reliable, and customer-centered services.
Diseño de una propuesta de sistema de gestión de la calidad basado en la norma NTC ISO 9001:2015 para procesos misionales de las áreas de ingeniería de la empresa VMSERVICE S.A.S.
(Universidad Santo Tomás, 2026-01-21) Blanco Saavedra, Johan Esteban; Sánchez Barrera, Pedro Julian; Gómez Girón, Luisa Fernanda; Universidad Santo Tomás
The document presents the design of a proposal for a Quality Management System (QMS) based on the NTC ISO 9001:2015 standard for the mission processes of the engineering area of the company VM SERVICES S.A.S. VM SERVICES S.A.S. is a company dedicated to comprehensive services in metalworking, design, installation, and assembly, with a strong focus on thematic projects, especially Christmas decorations and event logistics. Its target market includes large retail complexes, governmental entities, and large private companies. The central problem identified is the absence of a structured QMS for production and mission processes, which generates difficulties in standardization, traceability, quality control, resource management, and compliance with delivery times. This situation results in rework, waste, inconsistencies in finishes, and operational risks, affecting customer satisfaction and continuous improvement. The general objective is to design a QMS proposal for VM SERVICES S.A.S. aligned with NTC ISO 9001:2015, through a diagnosis of the degree of compliance with the standard and by proposing improvements in processes with weaknesses. The methodology is based on the PDCA cycle and includes diagnosis, strategic analysis, and document structuring. Finally, the document proposes the structure of the QMS, starting from the organizational context, the analysis of interested parties, the redefinition of the system’s scope, and the formalization of processes. Adjustments are formulated to the mission, vision, principles, and values, and guidelines are established to document, control, and improve the mission processes. The general conclusion is that VM SERVICES S.A.S.
Póster diseño y validación de un modelo de gestión del riesgo alineado con la ISO/EIC 17025:2017 e ISO 31000:2018 para laboratorios de microbiología acreditados en Bogotá
(Universidad Santo Tomás, 2026-01-20) Fonseca Monroy, Paula Alejandra; Gallo Fonseca, Jennifer Juliana; Parra Escobar, María Camila; Rojas Ortega, Andrés Ernesto; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001072234; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002221489; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000038753
The ISO/IEC 17025:2017 standard incorporates a risk-based approach as a key element to ensure the reliability of results in testing and calibration laboratories; however, its application is often limited to the technical area, excluding support processes and hindering comprehensive risk management. This research aims to design and validate a risk management model, aligned with ISO/IEC 17025:2017 and articulated with ISO 31000:2018, applicable to accredited microbiology laboratories in Bogotá, in order to strengthen the reliability and trustworthiness of results. The study will be conducted using a mixed, descriptive, and applied approach, employing non-probabilistic criterion-based sampling with the participation of six to eight experts in microbiology laboratories. The methodology will include a literature review, the identification of key variables, the design of the model, the definition of validation criteria, and its evaluation through expert judgment. As a result, a comprehensive risk management model is expected to be obtained, integrating both technical and support areas, and contributing to the enhancement of the reliability and trustworthiness of analytical results in accredited microbiology laboratories.
Estructuración de un sistema de gestión de calidad basado en la Norma ISO 9001: 2015 para la empresa Plantivives SAS.
(Universidad Santo Tomás, 2026-01-22) Bernal Rodriguez, Victor Hugo; Niño Quitian, Audrey Yineth; Turca Rincon, Juan Sebastián; Aaron Blanquiceth, Luis Carlos; Gomez Giron, Luisa Fernanda; Universidad Santo Tomás
This document presents a proposal for the structuring of a Quality Management System (QMS) based on the guidelines of the Colombian Technical Standard NTC ISO 9001:2015, applied to the company PLANTIVIVES S.A.S. Its main purpose is to address essential aspects related to operational efficiency, legal and regulatory compliance, process optimization and control, the strengthening of customer satisfaction, and the promotion of continuous improvement. Based on the diagnosis conducted, significant strengths were identified in operational management, such as a high sales volume, strong top management leadership, and adequate infrastructure and resources used in production. However, opportunities for improvement were also identified in document management, risk management, the evaluation and measurement of process performance, the definition of strategic objectives, and product traceability. In response, the proposed QMS is based on a process approach and risk-based thinking, integrating the organization’s strategic areas. The proposal aims to implement a comprehensive, strategic, competitive, and controlled system that incorporates essential tools for document management, performance indicators, process structures with their respective records and traceability, customer satisfaction measurement mechanisms, and audit plans oriented toward strengthening continuous improvement.
Implementación de un Sistema Integrado de Gestión (SIG) en la empresa Energytell S.A.S., basado en las Normas ISO 9001:2015 e ISO 45001:2018.
(Universidad Santo Tomás, 2026-01-23) Cardenas Garcia, Lina Maria; Gonzalez Cabra, Gloria Patricia; Granados Rey, Erika Maria; Londoño Restrepo, Diana Catalina; Universidad Santo Tomás
Poster for the presentation of the work Implementation of an Integrated Management System (IMS) in the company Energytell S.A.S., Based on the ISO 9001:2015 and ISO 45001:2018 Standards
Cultura organizacional y sistemas de gestión: revisión de la literatura y diseño de una herramienta diagnóstica.
(Universidad Santo Tomás, 2026-01-20) Martinez Alvarez, Diego Armando; Gomez Giron, Luisa Fernanda; Universidad Santo Tomás
Design an assessment tool that allows measuring the influence of organizational culture on the performance of the management system, integrating cultural dimensions and criteria of effectiveness, efficiency, and compliance.
Implementación de la metodología Hoshin Kanri para optimizar el seguimiento y fidelización de los clientes de la joyería LuxeGold S.A.S
(Universidad Santo Tomás, 2025-10-21) Quintero Castellanos, Juan Pablo; Castiblanco Trujillo, Diego Andrés; Flórez Orejuela, Eduwin Andrés; Universidad Santo Tómas
The customer study conducted by Luxegold SAS succeeded in detecting key patterns that allowed the company to refine its loyalty strategy, where specialized attention, immediate product availability, and adequate and effective post-sale follow-up are actions valued by customers, which align with what the brand represents. Nevertheless, the company faced structural problems: it lacked a formal follow-up system, loyalty protocols, and databases that would allow for deeper insights into purchasing habits and, consequently, the cultivation of long-term relationships. This issue restricted the development of sustained loyalty and reduced repeat purchases. Given this problem, the Hoshin Kanri methodology was chosen to formalize the strategic deployment of the loyalty program, allowing this tool to integrate strategic objectives with concrete operational actions by defining clear responsibilities, resources, and KPIs. In the pilot phase, objectives were set for a 20% recovery rate, customer satisfaction, and segmented database activation. A CRM system was implemented, along with post-sale satisfaction surveys and digital campaigns. The evaluation carried out between June 10 and July 10 showed positive results. The recapture rate increased to 18%, post-sale response time improved from 8 to 2 hours, and the NPS rose from 45 to 70; achieving repeat sales of 3.2 million COP from an investment of 450,000 COP, confirming high profitability and supporting the scalability of the strategy. These results justify its adoption as a permanent model, reinforcing an organizational culture driven by the customer and continuous improvement.
Diseño del sistema de gestión de calidad bajo la norma iso 9001:2015 para la empresa la casona panaderia sas ubicada en nobsa
(Universidad Santo Tomás, 2025-09-10) BOTIA MORENO, MELANY DANIELA; RINCON RINCON , NAZLY NATALIA; CORTES JARAMILLO, LILET YORELI; Universidad Santo Tomas
ACTUALIZACIÓN DEL SISTEMA DE GESTIÓN DE LA CALIDAD EN LA EMPRESA ICICO S.A.S. CONFORME LA NORMA ISO 9001:2015
(Universidad Santo Tomás, 2025-09-03) ORDUZ CARDENAS, JAVIER ESTEBAN; PUENTES BERNAL, JUAN JOSE; AGUIRRE RODRÍGUEZ, CARLOS ANDRÉS; Universidad Santo Tomas
The infrastructure sector is an industry that has evolved in Colombia, becoming a fundamental part of the country’s economic, social, and cultural sphere. This is due to the fact that it is one of the sectors that generates the most jobs and drives both public and private investment. In this context, the Quality Management System (QMS) currently implemented by ICICO S.A.S. corresponds to ISO 9001:2008. Although this international standard is no longer in force, it remains highly relevant because it is based on continuous improvement and the need to strictly comply with legal requirements while meeting customer expectations. However, updating the QMS is considered timely, as it contributes to the company’s continuous improvement. The company has a solid track record in the execution of civil and electrical engineering projects. This trajectory has allowed it to gain recognition and position itself as a key player in the transformation of both rural and urban environments in the country, particularly in the department of Casanare and in the city of Yopal. This thesis, a requirement to obtain the title of Specialist in Quality Management and Leadership, is structured as follows: First, the general aspects of the research, including the problem statement, in which the problem is identified, defined, and described. Second, the theoretical framework, consisting of reference, conceptual, historical, and legal components that support the research, contextualize the problem, and define the project’s contribution. Third, the justification. Fourth, the scope and delimitations of the thesis. Fifth, the objectives, both general and specific. Sixth, the methodological design, which defines the type of research, phases, and instruments used to address it. Seventh, the schedule. Eighth, the results: analysis of the research, presenting the product of the work carried out or the management strategy, as described in the stages. Ninth, the conclusions. Tenth, the recommendations. Eleventh, the references. Twelfth, the appendices. The purpose of this thesis is to analyze, evaluate, and develop a proposal for updating the existing QMS design of ICICO S.A.S. For this purpose, a comparison will be made with the guidelines of ISO 9001:2015, in order to identify the respective weaknesses, opportunities, threats, and strengths. In addition, the development of this project seeks to highlight potential continuous improvements that the company may adopt to enhance its performance and generate added value in the execution of its projects. The importance of this project lies in the possibility of finding an alternative for updating and improving the company’s QMS, with the results not only reflected within the organization itself but also extending to its partners in both the public and private sectors.
Guía para el diseño del Plan Estratégico de Seguridad Vial (PESV) de nivel básico para empresas de misionalidad 2, de acuerdo con la Resolución 40595 de 2022
(Universidad Santo Tomás, 2025-07-24) Alayon Benavides, Jeimy Jiseth; Velandia Duarte, Carlos Alfredo; Chitiva Reyes, Nolverto Augusto; Rojas Ortega, Andres Ernesto; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001072234; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001735124; https://orcid.org/0009-0002-2783-4171
Propuesta de Sistema de Gestión de Calidad en los Procesos de Mecanizado de la Empresa Maquiaves SAS, Bajo los Requisitos de la Norma ISO 9001:2015
(Universidad Santo Tomás, 2025-07-24) Bustamante Castellanos, Cristian Manuel; Cadena Pinzon, Nicolas; Londoño Restrepo, Diana Catalina; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001387201; https://orcid.org/0000-0001-5052-0889
Maquiaves de Colombia S.A.S., with more than 20 years of experience in the metal-mechanic sector in Bogotá D.C., stands out for the design, manufacture and reconstruction of industrial machinery for poultry, fish and sheep processes. Its portfolio includes parts manufactured by machining processes, conveyor belts, storage tanks, automatic depressing machines, slaughter and evisceration lines, among others. To improve both administrative aspects and production processes, Maquiaves S.A.S. has recognized the importance of implementing a Quality Management System (QMS) in accordance with ISO 9001:2015 in the machining area. This initiative seeks to positively impact customer satisfaction and the perception of consumers regarding product quality. In this context, Maquiaves S.A.S has carried out an intervention in the processes of quality control of the company by defining policies, setting goals and creating indicators. All this with the objective of continuously improving the quality of its products and services, thus maintaining its recognized prestige in the metal-mechanic industry.
Diseño e Implementación de un Sistema Integrado de Gestión Basado en las Normas NTC-ISO 9001:2015 e ISO/IEC 27001:2022 en Berruit SAS
(Universidad Santo Tomás, 2025-07-01) Pineda López, Dilsa Yurany; Flórez Ortega, Paola Andrea; Moreno Cely, Jeniffer Paola; Rojas Ortega, Andrés Ernesto; Sánchez Ortegón, Germán Andrés; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001072234; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001654514; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001713640
This work presents the design and implementation of an Integrated Management System at Berruit SAS, based on the ISO 9001:2015 and ISO/IEC 27001:2022 standards. The objective is to improve quality and information security through the integration of processes, controls, and best practices that strengthen organizational performance.
Gestión de la Calidad en el Sector Agroalimentario: un Análisis Bibliométrico de su Evolución, Enfoques y Tendencias.
(Universidad Santo Tomás, 2025-06-27) Torres González, Geraldine; Flórez Dávila, Luis Alberto; Rivera Cantor, Oscar Felipe; Rojas, Andrés Enrique; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002135113; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001688729; Andrés Enrique; https://orcid.org/0000-0001-7350-139X
This research adopts a sequential exploratory mixed-methods approach. A bibliometric analysis will be conducted, followed by a qualitative analysis of the main findings and validation by technical experts in the agri-food sector in Colombia.
FORMULACIÓN DE UNA PROPUESTA DEL SISTEMA DE GESTIÓN DE CALIDAD EN EL PROCESO DE ESPUMAS PARA LA EMPRESA ARWILL S.A.S. BAJO LOS REQUISITOS ESTABLECIDOS POR LA NORMA NTC ISO:9001-2015..
(Universidad Santo Tomás, 2025-07-22) Rodriguez Otalora, Johann Sebastian; Ortiz Salamanca, Juan Camilo; Aguirre Rodriguez, Carlos Andres; Universidad Santo Tomas
ARWILL TAPIZAUTOS S.A.S is a company based in Boyacá, Colombia, that designs, manufactures, and installs both reclining and fixed seating for public service vehicles such as buses, midibuses, and minibuses used in intermunicipal and urban transport for private transportation companies. With over 30 years of experience, the company guarantees the quality of its products while complying with current regulations. It offers upholstery services and produces both original-style and customized seat covers based on the specific needs of clients for seating in private and/or public service vehicles. These covers are made with original or vinyl fabrics, tailored to fit, thanks to the company’s extensive network of partners in related industries, such as textiles, adhesives, and metalworking, located in the region where the company operates. Legally established in 1989, ARWILL TAPIZAUTOS S.A.S has remained relevant in the market due to its proximity to the industrial coachbuilding zone of Duitama, Boyacá. Its years of experience in the sector allow the company to undertake seating and interior adaptation projects for passenger transport vehicles at the national level. Its production lines include passenger seats for intermunicipal and urban buses, general automobiles, and customized seat covers. The company has achieved national recognition in the market, standing out as a manufacturer and distributor of high-quality, diverse products that meet the needs of users, positioning itself as an excellent option for both the coachbuilding sector and private clients, with growth projections at the national and international levels—especially with the expansion of coachbuilding companies in Colombia such as SUPERPOLO S.A.S, HIDROAMERICA S.A.S, among others. ARWILL TAPIZAUTOS S.A.S implemented the ISO 9001:2008 standard until 2012, obtaining various results that were leveraged to their full potential. Recognizing that certification under the standard helps improve internal processes and supports continued growth, the company is now seeking to update or develop a new approach aligned with the ISO 9001:2015 Quality Management System. This updated version introduces improved concepts and considerations, such as workplace conditions, relationships with stakeholders and business owners, and a reduction in physical documentation by working with digital, documented information. The company aims to enhance its operations and obtain greater benefits through the implementation of the updated Quality Management System. Given its prior knowledge of the standard and its commitment to continuous improvement, ARWILL TAPIZAUTOS S.A.S relies on this process to achieve better production outcomes and support its overall business development.
Diseño de un Sistema de Gestión de Calidad (Sgc) Basado en la Norma Iso 9001:2015 para la Fundación Pasos Firmes.
(Universidad Santo Tomás, 2025-06-02) Rolon Esteba, Juan Felipe; Olaya Castañeda, Andrés Felipe; Londoño Restrepo, Diana Catalina; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001387201; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000059476; https://scholar.google.com/citations?user=kiQTFmUAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0001-5052-0889; https://orcid.org/0000-0002-6574-1876
The objective of this work is to design a Quality Management System (QMS) based on ISO 9001:2015 for Fundación Pasos Firmes, an organization dedicated to providing food to people in vulnerable situations through community kitchens. Based on the diagnosis of the current situation, several problems were identified, such as the lack of management indicators, poor documentation of processes, lack of traceability, and the need to strengthen the evaluation and monitoring of the operation. To address these weaknesses, analytical tools such as the Internal Capability Profile (ICP), PESTEL analysis and the POAM matrix were applied, in addition to characterizing the mission processes and designing specific indicators of effectiveness, efficiency and effectiveness. As a result, process maps, operating manuals, control formats, training plans, internal communication strategies, and a continuous improvement plan focused on the foundation's key processes were structured. In addition, guidelines were established for risk and opportunity management, document traceability and senior management review, allowing us to lay the foundations for sustainable and measurable improvement. This design provides a practical and applicable tool to strengthen the quality of the service provided by the foundation, optimizing its resources and raising the standards of care for beneficiaries.
Propuesta Diseño del Sistema de Gestión de Calidad para Gran Andina de Plásticos
(Universidad Santo Tomás, 2025-06-27) Sorzano Tellez, Giselle Sofia; Tafur Pinto, Yamile Karine; Alvarado Benitez, Silvia Alejandra; Londoño Restrepo, Diana Catalina; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001387201; https://orcid.org/0000-0001-5052-0889
This document addresses the design of a quality management system for the company Grann Andina de Plasticos SAS based on the application of a diagnostic assessment aligned with the ISO 9001:2015 standard,the assessment identified that, among all the clauses of the standard, those with the lowest level of compliance are Clause 4 "Context of the Organization" and Clause 9 "Performance Evaluation". Based on these results, tools are proposed for all clauses of the standard, with emphasis on those showing the lowest compliance.The main proposals include:Institutional Capacity Profile (PCI), Environmental Opportunities and Threats Profile (POAM), risk matrix, stakeholder matrix, SWOT matrix, proposals for documented information (procedures and records), satisfaction surveys, balanced scorecard and indicator monitoring, and management review.These tools contribute to meeting the requirements of the clauses and will allow the company to adapt and implement them according to its organizational needs and processes.With the implementation of this work and the proposed tools, the organization is expected to strengthen its long-term market presence, increase customer satisfaction, improve its processes, and generate sustainability over time.
Análisis de la Influencia de la Experiencia del Paciente en su Satisfacción en el Servicio de Urgencias del Hospital Simón Bolívar
(Universidad Santo Tomás, 2025-06-28) Mendez Garay, Andrea Katherine; Blanco Mejía , Andrea Lucia; Sabogal Osorio, Andres Felipe; Gomez Giron, Luisa Fernanda; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001374118; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002082082; https://scholar.google.com/citations?user=Xsjl7hQAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0001-9523-7649
The assessment of healthcare quality has progressively embraced a patient-centered approach, with patient experience emerging as a critical dimension. This study aims to analyze the influence of patient experience factors on satisfaction levels within the emergency department of Hospital Simón Bolívar, a high-complexity public institution. The research follows a quantitative methodology with an exploratory, descriptive, and correlational scope. It incorporates a systematic literature review, a preliminary diagnostic through PQRS analysis, and the administration of a validated measurement instrument to a systematic sample of 368 adult patients discharged from emergency services. Statistical processing involves descriptive statistics, Spearman’s rank correlation, and multiple linear regression to identify which experience-related factors exhibit the strongest explanatory power over overall patient satisfaction. The findings will support the formulation of an evidence-based improvement proposal aimed at enhancing the perceived quality of care by promoting a more humanized, efficient, and patient-centered emergency service delivery model.

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