Plan de mejoramiento de la percepción de los usuarios frente a los servicios de consulta externa de la ips “es vida” de la ciudad Cali.

Abstract

The objective of this work is to make improvements to the external consultation service perceived by users in front of the IPS services “Es Vida” located in the city of Cali - Valle del Cauca. At a methodological level, the study is descriptive, elements related to the perception of users and patients are described in front of the external consultation service, and subsequent recommendations for improvement are made, based on negative experiences. A satisfaction survey and evaluation of services to the user and to the citizen was considered as measurement, applied to a sample of 120 people. Respect the overall satisfaction the average rating was positive, it was between 4.0 and 4.2 in the different months, on a scale of 1 to 5, where 1 is very bad and 5 very good, which suggests that patients and users have a positive perception of the attention he received and the overall experience gained during his stay at the IPS. Respect the negative experiences of users of the IPS external consultation service “Es Vida” of the city of Santiago de Cali - Valle del Cauca, should improve access to care, which implies improving the opportunity to control the allocation of appointments and the effective effectiveness of the service in the shortest possible time, perhaps it is the most priority challenge in the IPS.