Propuesta de plan de mejora en el proceso de atención de peticiones, quejas y reclamos en la ESE San Francisco de Sales

Abstract

The methodology followed is of a mixed type (quantitative and qualitative) because it first identifies the knowledge, attitudes and practices (KAP) of the contractors of the user service office of the ESE San Francisco de Sales as it is presented in reality through the application of a KAP instrument, then each variable measured independently is analyzed leading to the formulation of the improvement plan with a focus on the integrated planning and management model MIPG and NTC-10003. The results showed deficiencies in response times, traceability of cases and the perception of user satisfaction. Based on these findings, gaps were identified in the management of PQR, which were contrasted with quality standards in citizen service, allowing to establish critical factors that affect the efficiency of the process. The objective of this study is to design improvement strategies for the attention of Petitions, Complaints and Claims (PQR) in the ESE San Francisco de Sales, based on a diagnostic analysis of its current management. For this purpose, a documentary review of the current regulations, the analysis of performance indicators of the process and the application of qualitative information gathering tools, such as interviews and surveys to users and employees, were carried out. User care in health services is an essential component to ensure quality in the provision of services and patient satisfaction. The objective of this consultancy is to propose an improvement plan through the PHVA methodology with a focus on the Model of Integration, Planning and Management (MIPG) and ISO 10003 in the user care process belonging to the Information Services and User Care office of the ESE Centro de Salud San Francisco de Sales to contribute to strengthening the quality of user care services and improve the experience of patients served in the institution. The methodology followed is of a mixed type (quantitative and qualitative) because it first identifies the knowledge, attitudes and practices (KAP) of the contractors of the user care office of the ESE San Francisco de Sales as it is presented in reality through the application of a KAP instrument, then each variable is analyzed by means of a questionnaire. An improvement plan is presented, based on the development and validation of an instrument to evaluate the knowledge, attitudes and practices of the personnel working in the SIAU process, in addition to being a tool for continuous updating and identification of areas for feedback in subsequent training sessions. The document management system was also updated, which will serve as a source of reference and as a tool for continuous training of personnel and strengthening of the organizational culture. With the proactive management of risk identification, it is possible to transform threats into opportunities. The future impact that will lead to improve the quality of service is in compliance with regulations, avoiding sanctions and generating possible staff turnover.