Publicación:

La oportunidad y la garantía de la calidad caso Salud Vida EPS

Resumen

Taking into account the deterioration to which the provision of the health service in Colombia has been exposed, and the amount of requirements that this problem generates, the purpose of the research is based on a case study of SaludVida EPS regarding the opportunity and the guarantee of quality. Due to the above, the question arises as to whether the lack of opportunity in the health services is in terms of the attributes of the mandatory quality assurance system that has the greatest incidence on petitions, complaints, claims and complaints (PQRD) in the system In Colombia. To begin with, we took the database of requirements of the health promoter entity filed in the first quarter of 2018 that were also filed with the National Health Superintendence, from which a sample of 319 records was extracted. These were crossed with the database of the control entity in order to validate that the PQRD are the same. After the review, it was evidenced that the lack of opportunity is the biggest generator of complaints that reside in SaludVida EPS, for which some improvement plans are recommended for the reduction of PQRD and that contribute to the continuous improvement in the quality of the provision of the service.