Sistema de indicadores para evaluar la productividad de los procesos misionales en los servicios ofertados por la E.S.E Hospital Mental Rudesindo Soto, Cúcuta, Colombia
Fecha
2023
Autores
Rozo Hurtado, Yoly Andreina
Noguera Quintero, Miguel Alexander
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Editor
Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El objetivo de este trabajo es determinar un sistema de indicadores que permitan evaluar la productividad específicamente en los procesos misionales o asistenciales de la ESE Hospital Mental Rudesindo Soto, mediante la definición de cinco grandes grupos que de acuerdo a literatura permitirán establecer el rendimiento y la adecuada optimización de los recursos de la institución, el propósito del documento es implementar e identificar los indicadores de tal forma que sean comprensibles, accesibles y de fácil medición, obteniendo los resultados o umbrales deseados, en primer lugar se realiza una recopilación de todos los indicadores que podrían convertirse en una herramienta de evaluación, seguimiento y control. Cabe resaltar que teniendo en cuenta las actuales exigencias en normatividad y la constante competividad en el mercado, es necesario que las instituciones tengan claramente establecido sus medidas de desempeño, teniendo en cuenta el incremento incontrolable del gasto, a la demanda en aumento de la población objetivo y a la necesidad de alcanzar el mayor rendimiento de los recursos invertidos, de los ingresos recaudados o gestionados. Dentro de los indicadores establecidos se busca conocer la satisfacción tanto de colaboradores como de usuarios de la institución, mediante instrumento que determinara el grado de cumplimiento del mismo. En este espacio se presenta la aplicación del modelo de indicadores que mediante la utilización de simbología muy práctica permita la medición del desempeño esperado por la institución , el cual tuvo una duración aproximada de 15 días, para el levantamiento de la información acerca de cada grupo de indicadores a mencionar: Seguridad, experiencia de la atención, efectividad, satisfacción y rendimiento .Ahora bien, para el levantamiento de información de cada uno de los indicadores, fue necesaria la realización de entrevistas con los responsables de los sistemas de información en la institución. Estas entrevistas se aplicaron de forma presencial generando de esta forma, información suficiente para el cálculo de los indicadores seleccionados para cada categoría.De los resultados obtenidos los indicadores en general en la institución se encuentran en adecuado funcionamiento ya que 24 de los 29 seleccionados se encuentran dentro del umbral deseado, es decir el 82% del sistema de indicadores propuesto para la medición del desempeño de los procesos misionales, encontrándose tres indicadores de la categoría Satisfacción por debajo del umbral o meta definida, ya que la oportunidad de citas de electroencefalograma, medicina general y psiquiatría se encuentran por encima del valor fijado, la institución deberá analizar dicho indicador y establecer actividades de mejora para aumentar la proporción deseada, mediante la contratación de recurso humano que cubra las necesidades presentadas o ajustar las agendas existentes y realizar un mayor control a los inasistentes. Medir la eficiencia en el sector salud es una actividad realmente compleja, ya que sus procesos misionales en muchas ocasiones son de difícil estandarización y adicional en la mayoría de los casos se busca cumplir con las metas de calidad propuestas por entes de control o el Ministerio de Salud y protección social. Mediante la formulación del cuadro de mando del sistema de indicadores definidos en la presente investigación se busca mejorar la eficiencia y productividad de los procesos mediante el análisis, interpretación y medición de los diferentes indicadores logrando cumplir con los diferentes objetivos institucionales.
The objective of this work is to determine a system of indicators that allow the evaluation of productivity specifically in the missionary or care processes of the ESE Mental Hospital Rudesindo Soto, through the definition of five large groups that according to literature will allow establishing the performance and the adequate optimization of the institution's resources, the purpose of the document is to implement and identify the indicators in such a way that they are understandable, accessible and easy to measure, obtaining the desired results or thresholds, firstly a compilation of all the indicators that they could become a tool for evaluation, monitoring and control. It should be noted that taking into account the current regulatory requirements and the constant competition in the market, it is necessary that the institutions have clearly established their performance measures, taking into account the uncontrollable increase in spending, the increasing demand of the target population. and the need to achieve the best return on the resources invested, the income collected or managed. Within the established indicators, it seeks to know the satisfaction of both collaborators and users of the institution, through an instrument that will determine the degree of compliance with it. In this space, the application of the indicator model is presented that, through the use of very practical symbols, allows the measurement of the performance expected by the institution, which lasted approximately 15 days, for the collection of information about each group of Indicators to mention: Safety, care experience, effectiveness, satisfaction and performance. However, in order to collect information on each of the indicators, it was necessary to conduct interviews with those responsible for the information systems in the institution. These interviews were applied in person, generating in this way, sufficient information for the calculation of the selected indicators for each category. From the results obtained, the indicators in general in the institution are in adequate operation since 24 of the 29 selected are within the desired threshold, that is to say, 82% of the system of indicators proposed for the measurement of the performance of the missionary processes, finding three indicators of the Satisfaction category below the threshold or defined goal, since the opportunity for electroencephalogram appointments, medicine general and psychiatry are above the set value, the institution must analyze said indicator and establish improvement activities to increase the desired proportion, through the hiring of human resources that cover the needs presented or adjust the existing agendas and carry out greater control to the non-attendants Measuring efficiency in the health sector is a really complex activity, since its mission processes are often difficult to standardize and additionally, in most cases, it seeks to meet the quality goals proposed by control entities or the Ministry of Health. Health and social protection. Through the formulation of the scorecard of the system of indicators defined in the present investigation, the aim is to improve the efficiency and productivity of the processes through the analysis, interpretation and measurement of the different indicators, achieving compliance with the different institutional objectives.
The objective of this work is to determine a system of indicators that allow the evaluation of productivity specifically in the missionary or care processes of the ESE Mental Hospital Rudesindo Soto, through the definition of five large groups that according to literature will allow establishing the performance and the adequate optimization of the institution's resources, the purpose of the document is to implement and identify the indicators in such a way that they are understandable, accessible and easy to measure, obtaining the desired results or thresholds, firstly a compilation of all the indicators that they could become a tool for evaluation, monitoring and control. It should be noted that taking into account the current regulatory requirements and the constant competition in the market, it is necessary that the institutions have clearly established their performance measures, taking into account the uncontrollable increase in spending, the increasing demand of the target population. and the need to achieve the best return on the resources invested, the income collected or managed. Within the established indicators, it seeks to know the satisfaction of both collaborators and users of the institution, through an instrument that will determine the degree of compliance with it. In this space, the application of the indicator model is presented that, through the use of very practical symbols, allows the measurement of the performance expected by the institution, which lasted approximately 15 days, for the collection of information about each group of Indicators to mention: Safety, care experience, effectiveness, satisfaction and performance. However, in order to collect information on each of the indicators, it was necessary to conduct interviews with those responsible for the information systems in the institution. These interviews were applied in person, generating in this way, sufficient information for the calculation of the selected indicators for each category. From the results obtained, the indicators in general in the institution are in adequate operation since 24 of the 29 selected are within the desired threshold, that is to say, 82% of the system of indicators proposed for the measurement of the performance of the missionary processes, finding three indicators of the Satisfaction category below the threshold or defined goal, since the opportunity for electroencephalogram appointments, medicine general and psychiatry are above the set value, the institution must analyze said indicator and establish improvement activities to increase the desired proportion, through the hiring of human resources that cover the needs presented or adjust the existing agendas and carry out greater control to the non-attendants Measuring efficiency in the health sector is a really complex activity, since its mission processes are often difficult to standardize and additionally, in most cases, it seeks to meet the quality goals proposed by control entities or the Ministry of Health. Health and social protection. Through the formulation of the scorecard of the system of indicators defined in the present investigation, the aim is to improve the efficiency and productivity of the processes through the analysis, interpretation and measurement of the different indicators, achieving compliance with the different institutional objectives.
Descripción
Palabras clave
Indicador, Productividad, Calidad, Eficiencia, Cuadro de mando, Indicator, Productivity, Quality, Efficiency, Manual table
