Humanización de los servicios en salud- atención al usuario.

Abstract

Currently, health entities have seen the need to strengthen the customer service, since it is the main entrance to each of the institutions' dependencies. In order to strengthen quality and humanized care in the IPS service, it is necessary to dignify and strengthen access to health services based on fundamental rights in the same. Entities must include and guarantee a PQRSF care system (Petitions, Complaints, Claims, Requests, Congratulations) where the user can access guidance and support with suitable personnel, who give a timely response to psychosocial needs, providing a space It is sure that it allows an active and assertive listening in favor of solving what the user requires.

The purpose of this document is to carry out a bibliographical review and conclude the importance of implementing a User Information and Attention System (SIAU) based on quality standards focused on humanized attention. In order to remove obstacles in accessibility (as part of SOGCS); Among these are inappropriate behaviors on the part of administrative or assistance personnel, administrative procedures such as: authorizations, verification of rights, undefined entities responsible for payment, non-compliance with safe practices, etc.