Propuesta de mejora al proceso de atención al ciudadano en el Hospital Pedro León Álvarez del municipio de La Mesa, bajo el modelo NTC ISO 9001:2015 articulado MIPG.

Abstract

The Hospital Regional Pedro León Álvarez Díaz is a State Social Enterprise of the Level II state who provides health services of medium and high complexity, The Hospital La Mesa does not have a Quality Management System in place according to the integrated Planning and Management Model for its acronym in Spanish (MIPG) established in Decree 1499 of 2017. The Quality Management System constitutes a management mechanism with in order to coordinate and organize control, evaluation and improvement actions, developing the different activities of the organization through the PDCA cycle (Plan, Do, Check and Act) to achieve user satisfaction. It was identified that the Hospital Regional de La Mesa does not have a Quality Management System that contributes to the monitoring and control of the attention to the citizen, in terms of the measurement and timely response of Petitions, Complaints, Claims, Suggestions and Reports within the terms of law. It is important to highlight the support and availability by the management of the Hospital for the implementation of a management system to improve processes of attention to the citizen in the framework of quality.