Resumen en inglés

The importance of documenting the processes in a manual is that they help to be a guide aimed at achieving a result, manuals are vital to review, question and monitor the way work is done in an institution. The objective of this final report is to guide the new personnel in charge of the Community Services Unit - SAC, whether due to administrative changes or a change of official, obtain in their hands a step-by-step guide on how to carry out , each of the activities and functions of the unit is applied and managed, for which the review of bibliographies was used as a methodology, and the activities that contribute to the processes of community care and the reception of PQRS were observed in detail. It was possible to document the step-by-step description of the procedures such as; Mailbox opening, visits to health promoting companies - EPS, information, guidance and user service, and treatment of requests, complaints, claims and suggestions. In addition to that, the manual stipulates what the rights and duties of citizens are, what service channels are available, and the attributes of a good service.