Análisis de correlación entre las peticiones, quejas, reclamos y sugerencias (pqrs) y factores asociados a la prestación de servicios de salud en el subsistema de la policía nacional

Abstract

PQRS is considered as a tool that allows the identification of the various concerns and non-conformities when receiving a product, this is intended to improve its process. One pillar of the audit is to evaluate the observed quality, with respect to the expected quality in health care, so this mechanism gives us an objective vision of the user’s experience. According to the above, it is essential to implement parameters and guidelines that reflect an adequate collection, measurement and verification of the procedure related to petitions, claims, complaints and suggestions (PQRS), to achieve as business models and care compatible with optimal standards, achieving user satisfaction. This document seeks to carry out an institutional documentary review that will allow us to identify the background, instruments, processes and procedures related to the management and measurement of complaints and complaints. Similarly, it is considered pertinent to analyze this process, since they have increased exponentially in the institution. This is a legal and social risk factor involved Following the analysis of the report, recommendations are made to the institution based on the type of shortcomings, and improvement actions aimed at improving the process are identified.