Estrategias gerenciales basadas en indicadores de PQRS para mejoramiento de la percepción de la calidad del servicio en salud en la ESE Clínica Guane y su RIS

Abstract

The ESE Clínica Guane and its Comprehensive Health Network, located in the Municipality of Floridablanca, presents a problem related to the perception of the quality of the service provided by users, since the most frequently elevated PQRS are those corresponding to rotation of the medical personnel and lack of opportunity in some services. When verifying the situation described and presented by the ESE Clínica Guane and its RIS, with the Colombian legal framework and the alarming increase in the PQRS raised before this entity, an urgent need arises to evaluate them with the main purpose of proposing Efficient management strategies in accordance with the institutional policy that allow the improvement of the quality of the health services provided, and as a direct effect, guarantee the social responsibility of the entity, its constant improvement, and the satisfaction of the users who access the services provided by the entity. Considering the above, this research work aims to propose management strategies based on the PQRS management indicators to improve the perception of the quality of the health service in the ESE CLINICA GUANE and its RIS. The implementation of the biosafety protocols for the COVID-19 pandemic and the strengthening of the health sector caused by it, has favored that care is carried out in a timely manner and waiting times are reduced, consequently, the perception of quality by outpatient patients.