Optimización del Proceso de Atención al Paciente Mediante Automatización en la Óptica Muisca, Tunja

Abstract

The present research aims to propose a model for optimizing the patient care process in the Muisca Optics of Tunja, through automation tools focused on appointment registration and reminder. The diagnosis showed that the manual process generates unproductive times, duplication of tasks, dependence on telephone contact and risk of errors in agenda tracking. To address this situation, the research was developed under a mixed approach, integrating techniques such as direct observation, interview with administrative staff, time study, cost analysis, Pareto diagram, flow diagram and DOFA matrix. These tools made it possible to understand the current functioning of the patient care process and identify the main activities that generate delays, reprocesses and unnecessary operational costs. Based on the results obtained, an automated flow was designed supported by tools such as SharePoint, Power Automate and Outlook, in order to facilitate appointment registration and timely sending of automatic reminders to the patient. The comparative analysis between the manual and automated process showed a significant improvement in operational efficiency, reducing the average care time from 9.63 to 4.40 minutes per patient. In addition, the estimated monthly cost increased from $1,926,818 to $826,426 COP, representing projected savings of $1,100,392 COP per month and $13,204,704 COP per year. These results show that automation contributes to improving operational efficiency, reducing reprocesses and strengthening the quality of service in visual health.