Análisis de las PQR relacionadas con la entrega de medicamentos en un gestor farmacéutico de la ciudad de Barranquilla durante el año 2025
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Fecha
2026
Autores
Huffington Consuegra, Yulissa
Sarmiento Lara, Saray Esther
Serrano Cerpa, Mirna Rosa
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
La presente investigación analiza el comportamiento de las Peticiones, Quejas y Reclamos (PQR) relacionadas con la entrega de medicamentos en un gestor farmacéutico de Barranquilla durante el año 2025, evaluando su impacto en la gestión administrativa y financiera de la organización.
El estudio se desarrolla en el contexto de la crisis estructural del Sistema General de Seguridad Social en Salud colombiano, establecido por la Ley 100 de 1993 y consolidado como derecho fundamental mediante la Ley 1751 de 2015. Durante el periodo 2020–2025, el aumento de la cartera vencida, las glosas recurrentes y el crecimiento de tecnologías No PBS han generado limitaciones de liquidez que impactan directamente la operación de los gestores farmacéuticos.
Bajo un enfoque cuantitativo, descriptivo y retrospectivo, se analizaron el 100% de las PQR registradas entre enero y diciembre de 2025. Los hallazgos evidencian que las principales causas de inconformidad corresponden a demoras en la dispensación, entregas parciales, desabastecimiento y barreras administrativas en procesos de autorización, particularmente en medicamentos regulados por la Resolución 1885 de 2018. Estas situaciones afectan los estándares de oportunidad, continuidad y suficiencia definidos en la Resolución 1403 de 2007. Desde el enfoque administrativo, el incremento de PQR genera reprocesos, mayor carga operativa, activación de auditorías y riesgo de incumplimiento de indicadores contractuales. Desde la perspectiva financiera, representa costos asociados a la no calidad, posibles penalidades, deterioro en el flujo de caja y riesgo reputacional que puede comprometer la estabilidad contractual con las EPS.
El estudio concluye que las PQR no constituyen únicamente manifestaciones de insatisfacción del usuario, sino un indicador estratégico del desempeño operativo y la sostenibilidad financiera del gestor farmacéutico. En consecuencia, su análisis sistemático permite identificar fallas estructurales, optimizar procesos logísticos, fortalecer la planeación de inventarios y mejorar la articulación con las EPS, contribuyendo a la estabilidad organizacional y a la garantía del acceso oportuno a medicamentos.
This research analyzes the behavior of Petitions, Complaints, and Claims (PQR) related to medication delivery at a pharmacy management company in Barranquilla during the year 2025, evaluating their impact on the organization's administrative and financial management. The study is conducted within the context of the structural crisis of the Colombian General Social Security System in Health, established by Law 100 of 1993 and consolidated as a fundamental right through Law 1751 of 2015. During the period 2020–2025, the increase in overdue accounts, recurring claims denials, and the growth of non-PBS (non-PBS) technologies have generated liquidity constraints that directly impact the operations of pharmacy management companies. Using a quantitative, descriptive, and retrospective approach, 100% of the complaints, claims, and requests (PQR) registered between January and December 2025 were analyzed. The findings show that the main causes of dissatisfaction are delays in dispensing, partial deliveries, stockouts, and administrative barriers in the authorization process, particularly for medications regulated by Resolution 1885 of 2018. These situations affect the standards of timeliness, continuity, and sufficiency defined in Resolution 1403 of 2007. From an administrative perspective, the increase in PQR generates reprocessing, a greater operational burden, triggered audits, and a risk of non-compliance with contractual indicators. From a financial perspective, it represents costs associated with poor quality, potential penalties, deterioration in cash flow, and reputational risk that could compromise contractual stability with the Health Promoting Entities (EPS). The study concludes that complaints, claims, and requests (PQR) are not merely expressions of user dissatisfaction, but rather a strategic indicator of the operational performance and financial sustainability of the pharmacy manager. Consequently, their systematic analysis allows for the identification of structural weaknesses, the optimization of logistical processes, the strengthening of inventory planning, and improved coordination with Health Promoting Entities (EPS), contributing to organizational stability and ensuring timely access to medications.
This research analyzes the behavior of Petitions, Complaints, and Claims (PQR) related to medication delivery at a pharmacy management company in Barranquilla during the year 2025, evaluating their impact on the organization's administrative and financial management. The study is conducted within the context of the structural crisis of the Colombian General Social Security System in Health, established by Law 100 of 1993 and consolidated as a fundamental right through Law 1751 of 2015. During the period 2020–2025, the increase in overdue accounts, recurring claims denials, and the growth of non-PBS (non-PBS) technologies have generated liquidity constraints that directly impact the operations of pharmacy management companies. Using a quantitative, descriptive, and retrospective approach, 100% of the complaints, claims, and requests (PQR) registered between January and December 2025 were analyzed. The findings show that the main causes of dissatisfaction are delays in dispensing, partial deliveries, stockouts, and administrative barriers in the authorization process, particularly for medications regulated by Resolution 1885 of 2018. These situations affect the standards of timeliness, continuity, and sufficiency defined in Resolution 1403 of 2007. From an administrative perspective, the increase in PQR generates reprocessing, a greater operational burden, triggered audits, and a risk of non-compliance with contractual indicators. From a financial perspective, it represents costs associated with poor quality, potential penalties, deterioration in cash flow, and reputational risk that could compromise contractual stability with the Health Promoting Entities (EPS). The study concludes that complaints, claims, and requests (PQR) are not merely expressions of user dissatisfaction, but rather a strategic indicator of the operational performance and financial sustainability of the pharmacy manager. Consequently, their systematic analysis allows for the identification of structural weaknesses, the optimization of logistical processes, the strengthening of inventory planning, and improved coordination with Health Promoting Entities (EPS), contributing to organizational stability and ensuring timely access to medications.
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Palabras clave
Peticiones, Quejas y Reclamos (PQR), Gestor farmacéutico, Ispensación de medicamentos, Sostenibilidad financiera, Gestión administrativa, Sistema General de Seguridad Social en Salud, Liquidez, No calidad