Análisis de los factores de insatisfacción de los pacientes a partir de los PQRD, de la superintendencia nacional de salud en el periodo 2020/2021, en la ciudad de bogotá

Abstract

The following document presents a proposal to define improvement actions in response to complaints submitted to the National Health Superintendence by patients from health service provider institutions located in the city of Bogotá. A review of the information related to this problem in the sector was carried out, with the aim of making a general compilation of all the information and thus being able to analyze quantitatively and qualitatively the main reasons for patient dissatisfaction. Based on this information, its impact on the system was prioritized and programs, methodologies, activities and various improvement resources were defined that are aimed at those institutions interested in improving their processes, with a clear and real focus on enhancing quality in care processes.