Optimización del acceso a los servicios de salud a través de las plataformas digitales en las IPS VIVA 1A San José
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Fecha
2022
Autores
Mejía Martínez, Yeisi Carolina
Flórez Díaz, David
Ariza Colina, Lency Ivana
Viñas Picón, Fabrizio
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
En el marco de la pandemia del COVID-19 que inició en Colombia en Marzo de 2020, se estableció como obligación limitar el aforo en espacios cerrados para eliminar posibles focos de contagio, cobrando relevancia la implementación de plataformas digitales para agilizar los trámites de los usuarios, sin embargo en la actualidad se observan aglomeraciones y tiempos de espera extensos, debido a que muchos usuarios prefieren ir presencialmente en lugar de realizar sus trámites utilizando las plataformas y herramientas virtuales creadas para tal fin. Con base en lo anterior la presente investigación se desarrolló buscando responder a la pregunta ¿Cuáles son las causas que llevan a los usuarios de los servicios de salud a no realizar o agendar sus trámites a través de las plataformas digitales creadas para este fin? La investigación es de tipo cualitativo descriptivo, donde se identificó el comportamiento de los usuarios de la IPS VIVA 1 A San José que acceden a los servicios de salud a través de las plataformas digitales como Servicios a un clic y Chattigo; así mismo se diseñó una investigación de tipo no experimental transversal por lo que se utilizaran entrevistas y análisis de datos. El proyecto buscó optimizar los servicios de salud a través de las plataformas digitales de los usuarios de la IPS VIVA 1A San José, a través del diagnóstico, análisis y elaboración de un plan de innovación que respondiera a la problemática que padecía la entidad con sus usuarios; que dio como resultado que son personas longevas, con capacidad económica y que por ello cuentan con las condiciones para acceder a plataformas digitales; además que no solo constituye un factor tecnológico, sino una variedad de factores socioeconómicos, de limitaciones y de falta de infraestructura de telecomunicaciones e informática.
Within the framework of the COVID-19 pandemic that began in Colombia in March 2020, it was established as an obligation to limit the capacity in closed spaces to eliminate possible sources of contagion, making the implementation of digital platforms more relevant to expedite user procedures. However, at present there are crowds and long waiting times, due to the fact that many users prefer to go in person instead of carrying out their procedures using the virtual platforms and tools created for this purpose. Based on the above, the present investigation was developed seeking to answer the question: What are the causes that lead users of health services not to carry out or schedule their procedures through the digital platforms created for this purpose? The research is of a descriptive qualitative type, where the behavior of the users of the IPS VIVA 1 A San José who access health services through digital platforms such as One-Click Services and Chattigo were identified; Likewise, a cross-sectional non-experimental investigation was designed, for which interviews and data analysis were used. The project sought to optimize health services through the digital platforms of the users of the IPS VIVA 1A San José, through the diagnosis, analysis and preparation of an innovation plan that responded to the problems that the entity suffered with its users. ; which resulted in the fact that they are long-lived people, with economic capacity and that, therefore, have the conditions to access digital platforms; In addition, it is not only a technological factor, but a variety of socioeconomic factors, limitations, and the lack of telecommunications and information infrastructure.
Within the framework of the COVID-19 pandemic that began in Colombia in March 2020, it was established as an obligation to limit the capacity in closed spaces to eliminate possible sources of contagion, making the implementation of digital platforms more relevant to expedite user procedures. However, at present there are crowds and long waiting times, due to the fact that many users prefer to go in person instead of carrying out their procedures using the virtual platforms and tools created for this purpose. Based on the above, the present investigation was developed seeking to answer the question: What are the causes that lead users of health services not to carry out or schedule their procedures through the digital platforms created for this purpose? The research is of a descriptive qualitative type, where the behavior of the users of the IPS VIVA 1 A San José who access health services through digital platforms such as One-Click Services and Chattigo were identified; Likewise, a cross-sectional non-experimental investigation was designed, for which interviews and data analysis were used. The project sought to optimize health services through the digital platforms of the users of the IPS VIVA 1A San José, through the diagnosis, analysis and preparation of an innovation plan that responded to the problems that the entity suffered with its users. ; which resulted in the fact that they are long-lived people, with economic capacity and that, therefore, have the conditions to access digital platforms; In addition, it is not only a technological factor, but a variety of socioeconomic factors, limitations, and the lack of telecommunications and information infrastructure.
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Palabras clave
IPS, Usuarios, Plataformas digitales, Atención medica, Optimización, Tecnologías de la información y comunicaciones, Tramites de salud, Users, Digital platforms, Medical care, Optimization, Information and communication technologies, Health procedures