Plan de mejora en la prestación de servicios de salud materno-perinatal en Ips grupo ava: valoración de la calidad y humanización, según ruta integral de atención – ria

Abstract

This research focuses on assessing the quality attributes of comprehensive care for pregnant women at a first-level private healthcare facility in Boyacá. It utilizes the 2015 Operational Guide from the Ministry of Health and Social Protection in accordance with Law 1751 of 2015 and the Comprehensive Health Policy (PAIS). The objective is to establish an improvement plan based on an analysis of processes and activities in maternal-perinatal care. Findings reveal that while the IPS complies with 65% of quality and humanization processes, it lacks in accessibility, security, and humanization due to outdated documentation, incomplete databases, and absence of risk control programs and clarity in prioritization processes. Proposed improvement actions include establishing a comprehensive and up-to-date database, leveraging digital technology for communication and scheduling, revising protocols, creating audit tools, and documenting risk control and humanization programs. Key actors involved in implementation encompass leaders from the call center, quality assurance, risk management, service coordination, as well as medical and commercial directors.