Automatización en la atención de usuarios del área de la salud de la IPS Global Safe Salud S.A.S Cúcuta
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Fecha
2023
Autores
Suarez Gelves, Jhon Freddy
Ordoñez Corredor, Richard Franklin
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Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
Antecedentes:
Al revisar los antecedentes, se encontró que los centros de salud en la ciudad de Cúcuta carecían de procesos de atención eficientes y tecnología adecuada, lo que dificultaba satisfacer las necesidades tanto de los pacientes como de los profesionales de la salud. Estas deficiencias se reflejaban en tiempos de espera prolongados, falta de comunicación efectiva y dificultades en el acceso a la atención médica necesaria. Además, la implementación de aplicaciones como la telemedicina resultó insuficiente y poco efectiva en su aplicación. Estos hallazgos revelaron la necesidad de investigar en profundidad la automatización en el sector de la salud en Cúcuta.
Objetivo:
El objetivo principal de este proyecto de investigación fue analizar la automatización en la atención de pacientes y funcionarios del área de la salud en la ciudad de Cúcuta. Se buscó evaluar cómo la implementación de tecnologías de automatización podría mejorar la eficiencia, la calidad y la satisfacción en la atención médica. Con esto en mente, se llevaron a cabo diversos estudios y análisis para comprender el estado actual de la automatización en los centros de salud de la ciudad y proponer soluciones basadas en las necesidades y preferencias de los usuarios.
Materiales y Métodos:
La investigación se basó en un enfoque positivista, utilizando métodos cuantitativos y análisis estadísticos para obtener resultados objetivos. Se seleccionó una muestra representativa de entidades de salud en Cúcuta, incluyendo centros de atención primaria, hospitales y clínicas especializadas. Se prestó especial atención a la IPS Global Safe, reconocida por su implementación de tecnologías de automatización en sus procesos de atención.
Para recopilar los datos necesarios, se utilizaron técnicas de recolección como encuestas diseñadas específicamente para evaluar la percepción de los pacientes y los profesionales de la salud sobre la atención automatizada. Estas encuestas abordaron temas como el registro de citas, la comunicación con el personal médico, la accesibilidad a la información médica y la satisfacción general con el servicio de salud. Los datos recolectados se procesaron y analizaron utilizando herramientas estadísticas como Excel, lo que permitió obtener resultados cuantitativos para su posterior interpretación.
Resultados:
Los resultados obtenidos revelaron diversas problemáticas y deficiencias en el sistema de registro de citas en los centros de salud de Cúcuta. Los tiempos de espera para obtener una cita eran significativamente largos, lo que generaba frustración entre los pacientes y sobrecarga en los profesionales de la salud. Además, la falta de comunicación efectiva y la dificultad para acceder a la información médica eran obstáculos que afectaban la calidad de la atención.
A través del análisis estadístico de los datos, se identificaron áreas específicas que requerían mejoras. Se implementaron medidas concretas para mejorar la interfaz y la usabilidad del sistema de registro de citas, teniendo en cuenta las necesidades y preferencias de los usuarios. Asimismo, se promovió un enfoque centrado en el usuario, involucrando activamente a los pacientes y profesionales de la salud en la identificación de problemas y en la propuesta de soluciones.
Conclusiones:
En conclusión, este estudio demostró que la automatización y la implementación de mejoras basadas en las necesidades y preferencias de los usuarios pueden tener un impacto significativo en la satisfacción de los usuarios y en el funcionamiento del sistema de atención médica. La falta de procesos de atención eficientes y tecnología adecuada en los centros de salud de Cúcuta representaba un obstáculo para brindar un servicio de calidad. Sin embargo, mediante la implementación de tecnologías de automatización y la participación activa de los usuarios, se logró optimizar la atención, reducir las demoras y mejorar la experiencia general de los pacientes y profesionales de la salud. Estos hallazgos destacan la importancia de seguir explorando y promoviendo la automatización en el sector de la salud para garantizar un servicio de calidad y satisfacción para todos los involucrados.
Background: Upon reviewing the background, it was found that healthcare centers in the city of Cúcuta lacked efficient care processes and adequate technology, making it difficult to meet the needs of both patients and healthcare professionals. These deficiencies were reflected in prolonged waiting times, lack of effective communication, and difficulties in accessing necessary medical care. Additionally, the implementation of applications such as telemedicine was insufficient and ineffective. These findings revealed the need for in-depth research into automation in the healthcare sector in Cúcuta. Objective: The main objective of this research project was to analyze the automation in patient and healthcare provider services in the city of Cúcuta. The aim was to evaluate how the implementation of automation technologies could improve efficiency, quality, and satisfaction in healthcare. To achieve this, various studies and analyses were conducted to understand the current state of automation in healthcare centers in the city and propose solutions based on the needs and preferences of users. Materials and Methods: The research was based on a positivist approach, using quantitative methods and statistical analysis to obtain objective results. A representative sample of healthcare entities in Cúcuta, including primary care centers, hospitals, and specialized clinics, was selected. Special attention was given to IPS Global Safe, which is recognized for its implementation of automation technologies in its care processes. To collect the necessary data, data collection techniques such as surveys specifically designed to assess the perception of patients and healthcare professionals regarding automated services were employed. These surveys addressed topics such as appointment scheduling, communication with medical staff, accessibility to medical information, and overall satisfaction with the healthcare service. The collected data was processed and analyzed using statistical tools such as Excel, enabling the derivation of quantitative results for subsequent interpretation. Results: The obtained results revealed various issues and deficiencies in the appointment scheduling system in healthcare centers in Cúcuta. The waiting times to obtain an appointment were significantly long, causing frustration among patients and overburdening healthcare professionals. Additionally, the lack of effective communication and difficulty in accessing medical information were obstacles that affected the quality of care. Through statistical analysis of the data, specific areas requiring improvement were identified. Concrete measures were implemented to enhance the interface and usability of the appointment scheduling system, taking into account the needs and preferences of users. Moreover, a user-centered approach was promoted, actively involving patients and healthcare professionals in problem identification and solution proposals. Conclusions: In conclusion, this study demonstrated that automation and the implementation of improvements based on the needs and preferences of users can have a significant impact on user satisfaction and the functioning of the healthcare system. The lack of efficient care processes and adequate technology in healthcare centers in Cúcuta posed an obstacle to providing quality service. However, through the implementation of automation technologies and active user engagement, attention was optimized, delays were reduced, and the overall experience for patients and healthcare professionals was improved. These findings underscore the importance of continued exploration and promotion of automation in the healthcare sector to ensure quality service and satisfaction for all stakeholders.
Background: Upon reviewing the background, it was found that healthcare centers in the city of Cúcuta lacked efficient care processes and adequate technology, making it difficult to meet the needs of both patients and healthcare professionals. These deficiencies were reflected in prolonged waiting times, lack of effective communication, and difficulties in accessing necessary medical care. Additionally, the implementation of applications such as telemedicine was insufficient and ineffective. These findings revealed the need for in-depth research into automation in the healthcare sector in Cúcuta. Objective: The main objective of this research project was to analyze the automation in patient and healthcare provider services in the city of Cúcuta. The aim was to evaluate how the implementation of automation technologies could improve efficiency, quality, and satisfaction in healthcare. To achieve this, various studies and analyses were conducted to understand the current state of automation in healthcare centers in the city and propose solutions based on the needs and preferences of users. Materials and Methods: The research was based on a positivist approach, using quantitative methods and statistical analysis to obtain objective results. A representative sample of healthcare entities in Cúcuta, including primary care centers, hospitals, and specialized clinics, was selected. Special attention was given to IPS Global Safe, which is recognized for its implementation of automation technologies in its care processes. To collect the necessary data, data collection techniques such as surveys specifically designed to assess the perception of patients and healthcare professionals regarding automated services were employed. These surveys addressed topics such as appointment scheduling, communication with medical staff, accessibility to medical information, and overall satisfaction with the healthcare service. The collected data was processed and analyzed using statistical tools such as Excel, enabling the derivation of quantitative results for subsequent interpretation. Results: The obtained results revealed various issues and deficiencies in the appointment scheduling system in healthcare centers in Cúcuta. The waiting times to obtain an appointment were significantly long, causing frustration among patients and overburdening healthcare professionals. Additionally, the lack of effective communication and difficulty in accessing medical information were obstacles that affected the quality of care. Through statistical analysis of the data, specific areas requiring improvement were identified. Concrete measures were implemented to enhance the interface and usability of the appointment scheduling system, taking into account the needs and preferences of users. Moreover, a user-centered approach was promoted, actively involving patients and healthcare professionals in problem identification and solution proposals. Conclusions: In conclusion, this study demonstrated that automation and the implementation of improvements based on the needs and preferences of users can have a significant impact on user satisfaction and the functioning of the healthcare system. The lack of efficient care processes and adequate technology in healthcare centers in Cúcuta posed an obstacle to providing quality service. However, through the implementation of automation technologies and active user engagement, attention was optimized, delays were reduced, and the overall experience for patients and healthcare professionals was improved. These findings underscore the importance of continued exploration and promotion of automation in the healthcare sector to ensure quality service and satisfaction for all stakeholders.
Descripción
Palabras clave
Automatización, Atención de Usuarios, Servicio de Salud, Tecnología, Automation, User Care, Healthcare Service, Technology
