Propuesta de análisis para identificar el nivel de satisfacción que tienen los usuarios sobre la calidad del servicio de salud aplicada en la IPS CASALUD de Vélez Santander.

Abstract

His work is based on the perception that users have of health services, which are important tools that allow us to evaluate the quality of customer service processes. The purpose of this project is to identify the level of satisfaction that users have regarding the quality of the services that the IPS "CASALUD" of Vélez Santander currently provides and how this result will focus us on formulating recommendations and action plans to make necessary improvements to the outpatient service. All this is based on the negative experiences registered by the users in reference to the services of the IPS "CASALUD" of Vélez Santander. At the same time, the positive experiences referred by the patients will be evaluated in order to continue with a satisfactory provision of the service without worsening its current conditions .In addition, a review of the literature on the quality of service in the health sector was carried out, considering the perception that researchers have on the subject of the social security system in health, the way in which services are provided in Colombia and how to make proposals for improvement.