Diseño de procesos de atención al paciente en los centros ambulatorios en diagnósticos médicos
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DescripciónCIMHE is a medical diagnostic center with two branches in different municipalities of Valle del Cauca. The main branch is in Buga, and the other in Tuluá. CIMHE has 10 years of experience in the healthcare sector. It offers the service of diagnostic images, divided into: x-rays, ultrasound, and mammography. The main problematic in CIMHE lies in the process related with customer service. The process goes from scheduling appointments to delivering the final results. Among the tasks included in the process are: managing appointment requests, scheduling appointments, reception of customers, delivering the results, answering customers concerns, and making quotations for exams. The lack of order in the whole process and task overload for the employees are causing inconsistencies. To solve the problematic, a standardized process is to be created. The aim of this standardized process is to rise the customers’ attention rate, which will lead to overall satisfaction of the service perceived by the users and an increase in the company’s profits. After performing analysis of the problems at the medical center, some solution alternatives were proposed so problems could be solved and processes could be enhanced. In order to do that, a simulation model was designed. This model allowed for various scenarios to be formulated to see what changes for the better could be made. Additionally, a financial study was done to inquire the possibility of opening a new headquarters for the medical center
DepartamentoValle del Cauca
Palabras claveTasa de atención, Estandarizar, Pacientes, tiempo de espera
CitaciónOcampo, S. , Patiño Molano, J. C. & Rodríguez Rios, A. M. (2018, julio 19) Diseño de procesos de atención al paciente en los centros ambulatorios en diagnósticos médicos. Pontificia Universidad Javeriana, Cali.
- Ingeniería Industrial