Resumen en inglés

The state social enterprise Hospital San Nicolás located in the Municipality of Planeta Rica Córdoba, has the SIAU area, a specific area to provide care and information to users and measure the quality of care by opening mailboxes, receiving , reconciliation and response of the PQRS presented by the users. Through a process of analysis of the PQRS received at the E.S.E Hospital San Nicolás during the year 2021, the need to establish improvement plans is studied and which plan is the most relevant to the point that it leads to optimizing the provision of services. Taking into account the above, this research work's main objective is to analyze the PQRS in the social enterprise of the state Hospital San Nicolás in order to establish improvement plans that lead to optimizing the provision of the service. Establishing improvement plans favors the ESE Hospital San Nicolás so that the attention to users is carried out in a humanized, timely and pertinent manner, so that in this way the perception of quality improves and thus the ESE Hospital San Nicolás will maintain a high degree of customer loyalty and satisfaction.