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El presente trabajo corresponde al análisis y tabulación de satisfacción de las Peticiones, Quejas, Reclamos y Sugerencias (PQRS), de la Secretaria de Salud Municipal de Montería-Córdoba durante el año 2022-2, con el fin de identificar falencias y para las mismas oportunidades de mejora, con el propósito de alcanzar el mejoramiento del servicio y atención al usuario y de la misma forma aumentar consideradamente la satisfacción de estos. Principalmente, se realizan encuestas a los usuarios que se vieron obligados a tomar una PQRS, se analizó el lapso que al usuario le llega la respuesta, si se sintieron satisfechos con la respuesta de la Queja, Petición, Reclamo o Sugerencia que realizó, se analizó el seguimiento que se le estaban dando las diferentes PQRS en el transcurso del tiempo, se conocieron ciertas falencias en el área. Finalmente teniendo en cuenta la información suministrada la cual se analizó, se formularon recomendaciones que se consideran oportunas y adecuadas con el propósito de mejora a la calidad de la prestación del servicio en salud y la satisfacción del usuario ante una PQRS en la Secretaria de salud Municipal.

Introduction: The User Information and Attention System (S.I.A.U), arises as a necessity for the continuous improvement of the services or products provided by a private or public entity, being the main guarantors, the users or clients. Objective: Determine and analyze the contributions of the S.I.A.U to managerial management in Colombia, between the years 2017 and 2022. Methodology: The study was of a descriptive type of compilation, with a sample of 47 documents including books, databases, certified web pages, Scientific articles. The method was considered in heuristics and hermeneutics, allowing to obtain a search and analysis of the information to reach final conclusions. Results: The application and harmonization of this type of systems includes a set of aspects that involve technological, legal, social and environmental resources. In this context, the SIAU makes it possible to retrieve pertinent information that helps in decision-making, such as health management administration and its fields. However, it is not yet clear exactly how this system contributes to managerial management. Therefore, the present study aims to determine and analyze the contributions of the User Information and Service System (S.I.A.U) to managerial management, which help in the improvement of institutions. Conclusions: the indicators produced by the User Information and Attention System are great allies for managerial decision-making, especially for improving the conditions for the provision of health services, since there is, first-hand, the perception of users to the Institution Provider of Health Services

The audit for the improvement of quality in health is a systematic and continuous element of evaluation and improvement of the quality observed with respect to the expected quality of the care received by users; The Colombian political constitution establishes the right to health as fundamental, that is, inherent to people and mandatory. This monograph seeks to compile the available documentary information on the role of health auditing in the quality assurance system and the protection of users' rights; For this purpose, a systematic review of scientific documents was carried out in two successive phases: heuristics or search and selection and the hermeneutics known as assimilation or writing of the texts by the authors. Little documentary material was obtained in which this important topic is addressed, which makes this area a wide field for future research. For the audit against the quality assurance system and user rights to be effective, it must be considered as a valuable tool not only in terms of correction but also prevention, as more audit processes are carried out, it will decrease the probability of making mistakes, which impact both isolated institutional aspects and the life cycle of the person who accesses a health service.

Empresa: WALLDEST S.A.S Ubicación: Barrio, Centro - Lorica Oportunidad de negocio: brindar servicios de desarrollo web y sistemas de comercio electrónico para pequeñas y medianas empresas del municipio de Santa cruz de Lorica. Competidores: no se encuentran ofertas que se cataloguen como competencia, con excepción en ciudades aledañas al municipio de lorica. Servicio: desarrollo web y Creación de sistemas e-commerce: plan e-commerce gran emprendedor, plan e-commerce gran empresarial Precio: el precio depende del portafolio de servicios que la empresa requiera, puesto que cada servicio va a tener sus propios criterios y contenido de trabajo Presupuesto de la inversión: la inversión fija es de $136.755.672 millones de pesos. Rentabilidad: la TIR del plan de negocio es del 45% VPN: $ 53.369.305 R/CB: 2,70

The process of invoicing and filing of accounts is responsible for maintaining the financial information of health organizations for their economic sustainability. The Institution Providing Health Services (IPS) Otorrinolaringólogos Asociados de Córdoba (OTOC) S.A.S. of the city of Montería, presented some inconsistencies in the reception of supporting documents and in the filing of accounts, therefore, it is necessary to have an instrument that allows the timely follow-up of medical accounts. The objective of the business practice is to develop an office automation tool for the follow-up of medical accounts of the IPS OTOC S.A.S. of Montería, Córdoba. The methodology is descriptive with a quantitative approach; the observation technique was used. Likewise, the current regulations and the files of medical accounts were taken into account to develop the office automation tool for follow-up, which was pilot tested with two medical accounts of the patients treated at the IPS. Computer equipment with Microsoft Excel, tape recorder and stationery were used. The design of the office automation tool for the follow-up of the medical accounts was achieved with the support of the Unit's personnel to validate it, considering the elements that the electronic invoice of the IPS has. These elements include the IPS's NIT, the provider's code, address, telephone, and e-mail. After the IPS information is the invoice date, invoice due date and payment method; it also contains the EPS and patient information, which starts with the entity, the NIT, the EPS address, telephone, patient name, identification, date of birth of the user, date of admission, date of discharge, the contract that was agreed with the IPS, the fee for services rendered, type of affiliation, patient age, regimen and admission. Finally, the service code, manual, description of the service, quantity, unit value, total subtotal value, discount, VAT, co-payment, co-payment, co-moderation fee, copayment and total to be paid. During the pilot test carried out with the two electronic invoices of the IPS, it has been decided to add 6 elements to the office automation tool for tracking medical bills. These elements are the following: date of the finding, inconsistency found, unit responsible for the inconsistencies, date of the corrective action, corrective action, and unit responsible for the corrective action. The purpose of this addition is to facilitate the follow-up of medical accounts that present inconsistencies during the billing process. The office automation tool will allow timely action for the proper handling of accounts in the billing and filing process.

User satisfaction is a very important aspect in the provision of health services, it reveals the quality of care that is being provided, which must be riskfree, which is a fundamental requirement for the user. The Associated Otolaryngologist Health Servic since es Provider Institution of Córdoba SAS (OTOC) periodically performs evaluations of the satisfaction that its users have with respect to the services they offer; they had not carried it out, the objective of this business practice was to determine use r satisfaction with the services received at IPS OTOC S.A.S. A cross sectional descriptive study with a quantitative approach was carriedout; The study subjects were 50 users who attend consultations at the IPS OTOC S.A.S in the city of Montería; to whom a survey was applied whose instrument was a questionnaire designed by OTOC. As a result, it was found that the users rated their satisfaction for the friendly treatment, guidance regarding their medications, care, next appointment, and during the consultat ion, their doubts were resolved, mostly between good and very good. It was found as an opportunity for improvement according to these answers that 20% indicated that they had had problems making their appointment. It is concluded that OTOC S.A.S. strives f or excellence in the attention to its users to offer them a quality service for health well-being

El conocimiento de los usuarios sobre sus derechos y deberes en salud es de suma importancia, ya que, mediante la comprensión de estos, podrán tener clara potestad de elegir en que institución de salud recibirán atención médica y obtendrán buen trato con el personal que labora en la misma. Además, le permitirá al usuario crear responsabilidades en cuanto al cuidado y protección de su salud. Es por lo que existen normas, en las cuales se rigen las Empresas Sociales del Estado E.S.E, Instituciones Prestadores de servicios de Salud I.P.S y las Entidades Promotoras de Salud E.P.S existentes para dar información clara y veraz a sus usuarios. Entre ellas está la ley estatutaria 1751 de 2015, la cual en su artículo 1° tiene como objeto garantizar el derecho fundamental a la salud, regularlo y establecer sus mecanismos de protección y la Resolución 229 de 2020, que habla de los lineamientos de la carta de los derechos y deberes de las personas afiliadas al Sistema General de Seguridad Social en Salud – SGSSS.

Participating means being part of, or taking part in, the construction of a common enterprise, which in the case of health, has to do with the health of the population. A contribution that, according to current health policies, is associated with one of the basic dimensions of health itself. Therefore, the objective of this work is to synthesize knowledge about the role of citizen participation in health issues, and how misinformation can lead to different adversities. It has been identified that the majority of users who go daily to the facilities of the Secretary of Health of Lorica, lack information that they should know, both at an institutional level and their own, that is, in many cases they do not know their own status of affiliation to services Of the health. Timely information to people enables real participation in health, and in this way benefits both users and the entity, because it would improve care in the provision of health services and in turn timely care, it would also relieve congestion. the facilities and citizens would be an ally for the dissemination of information that is of interest to all

En este trabajo nos planteamos la internacionalización del dulce de guayaba a través de la estrategia de marketing digital, con la intención de aprovechar las ventajas que esta estrategia genera y promover el crecimiento empresarial en la región Caribe y, en especial, el departamento de Córdoba. Se han trabajado tres capítulos, en el primero se hace una descripción de los platos típicos del Caribe colombiano y de los dulces más usuales, además de las diferentes preparaciones que se derivan de la guayaba. En el segundo capítulo, se hace una revisión literaria del marketing y sus diferentes estrategias para crear la asociación entre negocio y consumidor. Se define además la estrategia de marketing a realizar para comercializar el dulce de guayaba. En el capítulo 3 se proponen los lineamientos para llevar a cabalidad la venta del producto. De acuerdo a la teoría que pudimos estudiar, consideramos que Seo constituye una de las mejores herramientas para iniciar la búsqueda de canales transaccionales para ofrecer el dulce de guayaba, a través de páginas como Instagram y Facebook, junto con palabras claves como candy guava, mermelada, bocadillo y calorías.

The billing process guarantor for the economic sustainability of Health Service Provider Institutions (IPS) is responsible for the management of the accounts generated by the users served, the management of portfolio and the control of the collections and payments made for service provision concepts. Given that the IPS Otorhinolaryngologos Asociados de Córdoba (OTOC) S.A.S. lacked a study on the operation of the billing and account filing process, the objective of this business practice was to evaluate said operation in order to guarantee its effectiveness. A descriptive study was carried out, considering the activities that are developed in the billing process and filing of accounts in the Billing Unit and the documentation that rests in the file, for which a sample of 10 patients attended was taken to verify compliance with the billing process and filing of medical accounts. It was found that some of the selected accounts have small errors either due to lack of support such as the identity document; likewise, in the activities carried out by the officials it was found that they try a little more than established to make the corrections of the erroneous accounts. Therefore, an improvement plan is considered necessary so that the institution is not affected in this way, in order to optimize each process and develop them in a more efficient way.

The care of the sick person has advanced along with the concept and the duty to be as professionals in the field of health, humanizing the service consists of treating the patient as a person and not as just another number, it is to have empathy and treat others in a supportive and dignified manner. Reason for which the official creation of the schedule of activities for the implementation of the policy of humanization and good treatment to the user, his family and officials of the E.S.E Local Hospital of Montelibano is chosen, in order to carry out the activities in all areas of the institution with the objective of implementing the activities of the humanization policy of the E.S.E Local Hospital of Montelibano-Córdoba. It is an intervention type study and a checklist was used as a tool for the diagnosis. The beneficiary population will be all the users attended in each of the services provided in 2022 by the ESE Hospital Local de Montalbano

Introduction: The quality of health care refers to ensuring the provision of individual and collective services in an achievable, equitable and optimal way through suitable officials, taking into account the study between benefits, risks and costs, in order to achieve the user satisfaction. Objective: To analyze the evidence that exists on the perception of the quality of service to adults in the IPS in the last 5 years. Methodology: The monograph was developed in two successive phases: heuristics or search and selection and the hermeneutics known as assimilation or writing of the texts by the authors; From this second phase the final considerations, conclusions and recommendations arise. The aim is to identify the perception of the quality of the adult service and how they classify the care provided by the service providers and what elements it takes into account for it. Results: The main results of the monograph indicate that the perception of quality in the provision of health services in the adult population makes a great difference when the user wishes to consult or choose their care. When providing a service, users express their perception of the care provided and evaluate whether or not it met their expectations; It is at this point that they decide whether or not they want to use them again. They are rated favorably when they are well listened to and oriented due to the stage of life they are in. This is why each IPS must focus on providing quality services and its main axis must be the perception of users. Conclusions: Once the research was concluded, it was possible to show that the perception of the quality and satisfaction of the service lies in the way in which each human being is cared for. Aspects described by users as one of the most relevant, and that in many cases determines the competitiveness and permanence of health institutions in the market.

Introducción: La Historia Clínica es un documento privado, obligatorio y sometido a reserva, en el cual se registran cronológicamente las condiciones de salud del paciente, los actos médicos y los demás procedimientos ejecutados por el equipo de salud que interviene en su atención. Objetivo: Diseñar el procedimiento de entrega de resumen de Historias Clínicas en la E.S.E CAMU Santa Teresita del municipio de Lorica. Metodología: Se realizo un diagnóstico y plan de mejoramiento que a su vez incluían las actividades que se llevarían a cabo, todo esto basado en el manual de acreditación en salud. Resultados: Diseño del procedimiento de entrega de resumen de Historias Clínicas, lo cual da cumplimiento a los estándares de acreditación 146. Código (G15): existen mecanismos estandarizados, implementados y evaluados para garantizar la seguridad y confidencialidad de la información. 150. Código (GI9): la gestión de la información relacionada con los registros clínicos, sea en medio físico o electrónico, garantiza la calidad, la seguridad y la accesibilidad de los mismos y el estándar 154. Código (GI13): existen procesos diseñados, implementados y evaluados de educación y comunicación orientados a desplegar información a clientes internos y externos. Este procedimiento incluye lineamientos y procesos que permitirán conocer los requisitos para la solicitud de la historia clínica. Conclusiones: Principalmente, por ser un documento que refleja cronológicamente los diagnósticos y tratamientos médicos de un paciente, la historia clínica se convierte en un instrumento de vital importancia para los usuarios y autoridades competentes que deseen tener acceso a esta

The self-assessment for the Audit Program for the Improvement of the Quality of Health Care (PAMEC) was carried out in the Special Administrative Unit of Health (UAES), for the purpose of updating according to resolution 1328 of 2021, work carried out with the accompaniment of the quality committee, the foregoing with the aim of improving the organizational culture focused on user safety, minimizing the risks that may occur and affect the quality of health services provided and the quality of care. The methodology used to carry out this intervention was through meetings held with the quality committee; taking as a guide instructive documents such as resolution 1328 of 2021 and related documentation, which allows evaluating the standards indicated therein, verifying compliance with these in the last twelve months with the respective evaluation; The self-assessment was obtained as a result, which will be taken into consideration for the design of improvement plans that contributes to the processes that are developed with a view to the quality expected by the users that make up the UAES.

User satisfaction is an indicator of the quality of care provided by health services; understanding satisfaction levels helps to improve weaknesses and reaffirm strengths to develop a health system that provides the quality care that patients demand (Febres, 2020). The objective of this work, product of the experience in the Business Practice Degree Option, was to determine the level of satisfaction of the users of the Community Attention Service (SAC), of the Secretary of Health of Cereté-Córdoba, excluding children under 12 years of age and people with cognitive limitations. A descriptive, qualitative, cross-sectional study was carried out, which allowed determining the level of perception of users taking into account different variables of the care provided, the technique used for this study was a survey through which a structured questionnaire was applied. of three questions in physical format with the prior consent of the user to be surveyed. Three variables were taken into account, such as the characterization of the population, the characterization of the care provided and the description of the level of satisfaction. The information obtained was recorded, processed and consolidated in the Excel office automation tool. The product was represented in contingency tables with absolute and relative frequencies and was represented in graphs of sectors and bars for their respective analysis. The satisfaction of the users of the Community Assistance Service of the Secretary of Health of Cereté Córdoba is considered good given the high percentage of satisfaction expressed by the respondents