Estudio de Factibilidad en una IPS Del Municipio de Cartago E.S.E para Mejorar La Gestión de Servicio al Cliente en el Año 2024
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Date
2024-11-25
Editors
Journal Title
Journal ISSN
Volume Title
Publisher
Corporación Universitaria Minuto de Dios - UNIMINUTO
Type
Sistematización de Experiencias
Rights
Acceso Restringido - http://purl.org/coar/access_right/c_16ec
Abstract
El estudio se enfoca en mejorar la gestión del servicio al cliente en la IPS del Municipio de Cartago E.S.E., reconociendo que la calidad del servicio impacta directamente en la percepción comunitaria de la institución. Se plantea diseñar un estudio de factibilidad para abordar las necesidades actuales y superar los desafíos que enfrenta la IPS.
El estudio es exploratorio y busca obtener datos concretos a través de encuestas para entender la situación actual del servicio al cliente y formular estrategias de mejora. Los objetivos específicos incluyen analizar las causas de un seguimiento insuficiente en la gestión del servicio y evaluar el sistema actual de atención al cliente.
Actualmente, la IPS enfrenta problemas significativos como demoras en la asignación de citas, trámites largos, y largas filas. La falta de un sistema efectivo de seguimiento y evaluación limita la capacidad de la IPS para medir la satisfacción de los pacientes y mejorar la calidad del servicio. Esto afecta la imagen y competitividad de la institución. El estudio propone implementar un sistema robusto para medir la satisfacción del cliente y gestionar la retroalimentación. Se espera que esto permita identificar áreas de mejora, optimizar los procesos internos, y fortalecer la competitividad de la IPS en el sector de la salud.
The study focuses on improving customer service management in the IPS of the Municipality of Cartago E.S.E., recognizing that the quality of the service directly impacts the community perception of the institution. It is proposed to design a feasibility study to address current needs and overcome the challenges faced by the IPS.The study is exploratory and seeks to obtain specific data through surveys to understand the current situation of customer service and formulate improvement strategies. Specific objectives include analyzing the causes of insufficient follow-up in service management and evaluating the current customer service system. Currently, the IPS faces significant problems such as delays in assigning appointments, lengthy procedures and long lines. The lack of an effective monitoring and evaluation system limits the IPS's ability to measure patient satisfaction and improve service quality. This affects the reputation and competitiveness of the institution. The study proposes to implement a robust system to measure customer satisfaction and manage feedback. It is expected that this will allow us to identify areas for improvement, optimize internal processes and strengthen the competitiveness of the IPS in the health sector. Successful implementation of these strategies should result in greater patient satisfaction and improved operational efficiency, thereby cementing the IPS's reputation as an institution committed to excellence in patient care.
The study focuses on improving customer service management in the IPS of the Municipality of Cartago E.S.E., recognizing that the quality of the service directly impacts the community perception of the institution. It is proposed to design a feasibility study to address current needs and overcome the challenges faced by the IPS.The study is exploratory and seeks to obtain specific data through surveys to understand the current situation of customer service and formulate improvement strategies. Specific objectives include analyzing the causes of insufficient follow-up in service management and evaluating the current customer service system. Currently, the IPS faces significant problems such as delays in assigning appointments, lengthy procedures and long lines. The lack of an effective monitoring and evaluation system limits the IPS's ability to measure patient satisfaction and improve service quality. This affects the reputation and competitiveness of the institution. The study proposes to implement a robust system to measure customer satisfaction and manage feedback. It is expected that this will allow us to identify areas for improvement, optimize internal processes and strengthen the competitiveness of the IPS in the health sector. Successful implementation of these strategies should result in greater patient satisfaction and improved operational efficiency, thereby cementing the IPS's reputation as an institution committed to excellence in patient care.
Description
Diseñar un estudio de factibilidad en una IPS del Municipio de Cartago E.S.E. para mejorar la gestión de servicio al cliente en el año 2024.
Keywords
Customer service, Management, Monitoring, Satisfaction, System., Gestión, Satisfacción, Seguimiento, Sistema