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Un usuario informado, es un factor clave para el éxito en la prestación de servicios de salud; la información precisa, suficiente y comprensible es determinante de una mayor satisfacción, mientras que la carencia de estas cualidades se considera un obstáculo para que los usuarios traten abiertamente sus problemas. La importancia que la comunidad tenga información veraz y precisa se ve reflejada en las quejas presentadas en las entidades de salud, siendo este hecho relacionado con la información y comunicación brindada al usuario. Objetivo: Diseñar el procedimiento para identificar las necesidades de los usuarios de la Secretaria de Salud de Lorica-Córdoba, como lo contempla la Resolución 3960 de 2008 en su estándar de gestión de la información numeral 5. Metodología: se realizó según los procedimientos establecidos para la actualización documental, a través de las siguientes fases: revisión documental, recolección de la información y de ejecución. Resultados: se dió cumplimiento a la necesidad sentida por parte de la Secretaría de Salud, del diseño del procedimiento en mención. Conclusión: El conocimiento de las necesidades de la población usuaria fortalece la adopción de estrategias que permiten el mejoramiento en la prestación de servicios.

Introducción: Históricamente los procesos de negociación y compras se realizaban de manera informal y su principal objetivo era obtener el mayor ahorro posible. Objetivo: Actualizar el proceso de compras en la IPS Otorrinolaringólogos Asociados de Córdoba OTOC S.A.S, en la ciudad de Montería-Córdoba. Materiales y métodos: El tipo de estudio es descriptivo, retrospectivo con enfoque cualitativo, en donde se analizará la situación para averiguar los posibles factores y su relación con la población de interés. Resultados: En toda organización es necesario implementar estrategias que promuevan la prestación de servicios de manera eficiente, por lo que la IPS Otorrinolaringólogos Asociados de Córdoba OTOC S.A.S, debe implementar políticas y procedimientos que permitan llevar un control adecuado del proceso de compra, el cual debe estar incorporado a la planificación estratégica de la empresa. Conclusión: Realizada la presente propuesta, se concluye que la gestión de compra en las organizaciones es un proceso que fomenta el crecimiento de éstas, aumentando la productividad y adquisición eficiente de los recursos e insumos para su correcto funcionamiento y mejorando continuamente la situación financiera y económica de la mismas.

La educación ambiental es un proceso mediante el cual los individuos obtienen los elementos de juicio, las herramientas intelectuales y las habilidades prácticas para prevenir, enfrentar y resolver los problemas ambientales de modo que le permitan un desarrollo ambientalmente sostenible y socialmente equitativo. (González-Gaudiano 1997). Teniendo en cuenta lo anterior se implementó un programa de educación ambiental como estrategia de apoyo ambiental en la Fundación Casalud, buscando con ello generar hábitos que desarrollen un proceso de cultura ambiental dentro de la institución. Para esto se elaboró un diagnóstico que permitió identificar la situación actual sobre el uso y ahorro de energía eléctrica, agua y el manejo de los residuos sólidos en la institución. Por lo cual se realizaron encuestas, basadas en el método descriptivo cualitativo que consiste en la recopilación de información cuantificable, para su posterior análisis estadístico. Las evidencias anteriores compiladas, dieron como resultado un bajo conocimiento sobre temas relacionado a la cultura ambiental. Por consiguiente, se diseñaron y aplicaron elementos y herramientas como mecanismo de empoderamiento y comunicación asertiva de la estrategia planteada en el programa, las áreas temáticas abordadas corresponden a educación ambiental, practica de las tres R, uso y ahorro de los recursos naturales. Así mismo se desarrolló dentro del marco de la implementación, donde la participación, el análisis y el reconocimiento del contexto, llevó a la intervención con estrategias que dieron alternativas para el que hacer pedagógico consecuente con los valores que permitieron el reconocimiento de sí mismo, de lo natural, social y cultural, en procura de aportar a un modelo de preservación del ambiente.

Con el propósito de alcanzar objetivos propuestos para el bienestar de la sociedad a través de la Gobernación de Córdoba se realizan diferentes procesos, usando como uno de sus medios la secretaria de Salud Departamental quien busca mejorar permanentemente la calidad de la prestación de servicios. Para esto se implementa un sistema integrado de gestión, el cual diligencia varios aspectos operacionales de la entidad con diferentes normas, como las relativas a la gestión de la calidad, medio ambiente, salud y seguridad laboral. Para los sistemas integrados de gestión existen diferentes procesos y sistemas de información; entre todos ellos se encuentran el Sistema de Información Hospitalario (SIHO) establecido a través del decreto 2193 de 2004, donde señala las condiciones y procedimientos para la disposición de información periódica y sistemática de la gestión de las IPS públicas. Nuestro objetivo principal es actualizar el formato de asistencia técnica del proceso del sistema de información hospitalario dentro del sistema integral de gestión, del área de finanzas de la Secretaria de Salud del Departamento de Córdoba. Metodología: Se realiza un estudio de tipo cualitativo, identificando toda la información que suministra cada ESE, haciendo énfasis en el área financiera, legal, producción y calidad. Como resultado se realiza una simplificación del formato de asistencia virtual el cual fue utilizado solo hasta el 2021. Con el fin de mejorar la planificación del sistema integrado de gestión se modifica el formato para obtener una mejor organización y que quede un formato único. Conclusión: Se realiza una simplificación del formato de asistencia virtual el cual fue utilizado solo hasta el 2021. Con el fin de mejorar la planificación del sistema integrado de gestión se modifica el formato para obtener una mejor organización y que quede un formato único.

La actualización de procedimientos permite optimizar los procesos y el aumento de la producción, reducción de costos y tiempo, además mejora la calidad y la satisfacción de los clientes internos y externos en una institución. Objetivo. Actualizar el procedimiento de radicación en el área de organización de cuentas médicas. Metodología. Se aplicó el método para la actualización de procedimientos basado en fases que contempla la observación directa, diagnóstico, levantamiento de actividades y tareas, definición de tiempos y responsables, actualización de los registros, revisión, ajuste, corrección y/o aprobación institucional y despliegue del procedimiento diseñado a los funcionarios de la IPS. Resultados. Se logró actualizar el procedimiento con la participación activa de los funcionarios, revisión y ajustes para la aprobación.

Introduction: The Outpatient Consultation area is in charge of receiving users who require attention from the specialists of the Traumas and Fractures Clinic, its main objective is the identification of users, the entity responsible for payment for the services provided and user expenses, it has three procedures: Outpatient Surgery Scheduling, Appointment Assignment, and Medical Care. Objective: To update the Outpatient Surgery Scheduling procedure of the Outpatient Area of the Trauma and Fractures Clinic. Methodology: The methodology was carried out by phases of process management, with respect to the identification, survey of procedures and activities, description, documentation and continuous improvement. Results: Changes and updates were made to the Ambulatory Surgery Programming procedure, which contributes to the continuous improvement of the assigned area.

The health audit is a process of systematic evaluation of the quality and management of resources in health care, in order to identify deficiencies and produce improvements for the benefit of the population. The general objective is oriented to design the procedure of audits to medical accounts in the E.S.E CAMU SANTA TERESITA, in order to know the set of pertinent actions that help to carry it out, which allows obtaining the expected results, and strengthen the finances within the accounts system. Therefore, the type of work is identified in the methodology, which is represented by a diagnosis based on the health accreditation standards 152, 153 and 154 of resolution 5095 of 2018 where the situation found in the E.S.E. CAMU SANTA TERESITA. However, and also importantly, the population that will benefit from the development of this product will be the workers, since they will have the opportunity to learn about the audit procedure for medical accounts of the E.S.E CAMU SANTA TERESITA. It is important to guarantee the development of the product, among the steps to be developed are the following: Situational diagnosis of the area of audits of medical accounts of the E.S.E CAMU SANTA TERESITA, prepare the prioritization of needs, dialogue with those in charge of executing the audit activities and design the step by step and value chain to elaborate the procedure and present work end of the institutional practice plan. Within the techniques and instruments is the collection of information, which will be recorded, evaluated and obtained from secure sources that will validate what is stated. In this way, the pertinent route that gives rise to what has been exposed will be sought and the expected results will be achieved.

Quality in the health area, as in any other area, provides added value in the search for continuous improvement, understanding quality as the predictable degree of uniformity and reliability at a low cost. The audit program for the improvement of quality (PAMEC) is an instrument for the evaluation and improvement of the quality observed with respect to the expected quality, and the State Social Enterprises (ESEs) are obliged to implement this program in order to improve their processes following its critical path to provide a quality service that achieves user satisfaction. For this reason, the objective of this work was to determine the level of compliance with the PAMEC cycle of the State Social Enterprises of the municipality of Cereté in the department of Córdoba. Through a cross-sectional descriptive study with a quantitative approach, whose study population consisted of the E.S.E. Sandiego Hospital and the E.S.E. CAMU del Prado, in which the PAMEC checklist was used for data collection, with a scale divided into components by the ranges; 1 (Complies), 2 (Partially complies) and 3 (Does not comply). The level of compliance with the PAMEC cycle of the Empresas Sociales del Estado hospital Sandiego was 93% and of the ESE CAMU del Prado 68%, considering that there were requirements that were in the process of being met. It is worth noting the commitment of these companies to the continuous improvement of their processes in order to provide quality care.

El códiThe code of ethics and good governance promotes ethical values in the different activities carried out by the institution, thus fulfilling its mission. Which will be constituted as a preventive tool of behaviors contrary to the legal system. Taking into account the guidelines of the new integrated planning and management model - MIPG, it develops a process of harmonization of the code of ethics and good governance of the institution, taking into account the suitability and the code of values of public servants proposed by axes that constitute in have achievements to program collective states. However, all the employees of the entity under any type of relationship, without prejudice to the norms enshrined in the legal field, will consciously and responsibly assume and comply with the principles, values and ethical guidelines established in this code. We will guide our ESE CAMU SANTA TERESITA towards the formation of values of responsibility and dedication to service, in such a way that the general interest in public management is promoted, generating the prevention of corrupt conduct and the identification of areas susceptible to corruption. The compendium of this Code intends in a very formal way to periodically advance in the ethical training and values of each of the Employees of the ESE CAMU SANTA TERESITA, with each of our Internal and external clients and all those parties interested in Institutional improvement. This Code is what defines the actions of all employees of the ESE CAMU SANTA TERESITA, it also allows us to self-regulate actions and verify compliance with the provisions of this Code of Ethics and Good Governance. Its purpose is to achieve specific expected results, such as increasing awareness of ethical issues, improving decision-making, and reducing misconduct.

The Community Attention System (SAC) is responsible for attending to the community that uses the health services provided in the Municipality of Cereté, and it is this unit that serves as an interlocution between the local health department and the actors of the Social Security System, aimed at the continuous improvement of the public health service, through personalized attention to the user, promoting participation and social control, and the management for the solution of complaints, petitions and claims in a timely and efficient manner. Given this, the Secretariat of Health of the municipal mayor's office of Cereté has a process of attention to the community SAC for all those people who need help to solve their complaints, petitions and claims, therefore the objective of this work consisted in documenting the procedures of the Community Attention Service area SAC for the creation of a manual of procedures directed to officials of the Municipal Secretariat of Health of Cereté. By means of a bibliographic review on the subject and with the support of the officials of this SAC area. Thus, it was possible to document the procedures of the SAC Community Care Service area and to design the procedures manual based on the experiences of the workers and the manuals established by the Ministry of Health and Social Protection, as well as those of other territorial entities in the country. Finally, the manual was socialized to the officials of the Cereté Municipal Health Secretariat.

Through this report, the scope that was obtained during the period of business practices carried out in the SECRETARY OF HEALTH OF THE MUNICIPALITY OF CERETE in the development of this report will be disclosed, issues related to user satisfaction will be discussed, which has been framed as one of the most relevant effects in the provision of good quality services, greatly influencing its behavior, in such a way that it is considered the key to the success of any organization, resulting in the identification, evaluation, control and improvement of those processes that have shortcomings and do not allow user satisfaction. Our central objective was to determine the level of user satisfaction in the SISBÉN area of the municipal health secretary of Cerete, and for this a methodology based on a descriptive, quantitative and cross-sectional study of the SISBÉN area was used, for which I carried out a virtual survey of the first ten people to arrive in the Sisbén area, in person, where the purpose of this was explained to the user. In addition to satisfactorily fulfilling the proposed objectives of the business practice, the development of this is the final step to achieve the title as a professional. It is the period in which all the knowledge learned during the years of study is put to the test and the strengths and weaknesses of the student are evidenced. Finally, some short conclusions and contributions, bibliography of the information sources and the respective annexes are presented.

Sexual violence is a serious public health problem, which is why efforts must be continuously made to reduce its incidence rate. For their part, territorial health entities are responsible for inspecting, monitoring and controlling this event, so their officials should be fully aware of the current regulations governing the protocols and comprehensive care routes by health care institutions, among others. Therefore, the objective of this work was to design a continuing education program on care for victims of sexual violence for officials of the Health Secretariat of Cereté. This work was descriptive, qualitative, and the target population of the program was the seven public health officials of the Health Secretariat of the Cereté municipality. The interview technique was applied by means of a sixquestion questionnaire. In turn, the evaluation of perceptions and experiences contributed to the sequence and key aspects implemented in the construction of the step-by-step education program, as well as the scrutiny of Resolution 459 of 2012 established the deployment of the program, which has a presentation, objectives, scope, guidelines for the approach of the continuing education program on care for victims of sexual violence and final provisions. Finally, the program was reviewed and socialized with officials of the Cereté Health Secretariat.

Accreditation is a system that leads to the continuous improvement of organizational processes, its very essence is to propel organizations not to be satisfied with having standardized processes that are repetitively carried out over time, trying with each of these repetitions to obtain the same result, being a unique process in time to demonstrate compliance with a series of quality standards and assumes a position of demonstrating from time to time the maintenance and improvement of the specific achievements achieved within the quality program. Through this study, the level of compliance with the human talent management standards of the ambulatory and hospital accreditation manual was determined in the social enterprises of the state of the municipality of Cereté, where a descriptive study was carried out with a quantitative approach and for this purpose, An Accreditation checklist was applied to the coordinator of human talent of the social enterprises of the state under study and the information was collected, which was recorded, processed and analyzed through the graphics of the Excel sheet. At the end of this study, it was possible to conclude that, from the results obtained from the checklist on the critical path of Accreditation with an emphasis on Human Talent Management, the E.S.E CAMU del Prado obtained a 22% compliance and the E.S.E Hospital Sandiego it reached 35% of compliance, being this at a general level 57% of total compliance with the checklist.

People with disabilities experience significant health inequalities compared to people without disabilities. In this area of work, PAHO seeks to improve health equity and the inclusion of the health system for persons with disabilities in line with the main regional and global human rights frameworks. (Health, s.f.) The country's disabled population today can access a comprehensive medical assessment of their disabling condition. The multidisciplinary teams of health professionals from the Health Service Provider Institutions –IPS– authorized by the Departmental or District Health Secretariats are in charge of carrying out this function. (social, minsalud, s.f.) Given this, the health secretary of the municipality of Cereté has the disability certification process for all those people who have difficulties in their normal development, however, they do not have this process in a documented manner, therefore, Through review of bibliographies on the subject and support from officials in this area, the certification procedure was documented, to facilitate access to information on the step-by-step requirements to obtain the certificate. On the other hand, in the analysis of the disability certification process, the importance of the disability certificate was made known and what benefits or programs they can access, followed in the deployment of the disability certification procedure, it has a presentation, objective, scope and in detail of the step by step to obtain the certificate of disability and ends with the socialization of the documentation to the officials of the secretary of health of the mayor's office of the municipality of cereté.

Resolution 3280 of 2018, which adopts the technical and operational guidelines of the comprehensive care route for the promotion and maintenance of health, as well as the guidelines for its implementation, marks a new beginning for the comprehensive care of users in the different life courses and specific health protection activities. The health care routes are a very important tool, which organizes the necessary management to carry out the care, its main reason is to improve the living conditions of the users and promote compliance with the actions and interventions that guarantee the fundamental right to health the objective of this work is the design of procedures for comprehensive health care routes in the E.S.E Camu Santa Teresita in Lorica, Córdoba. The methodology is developed under a conceptual framework and qualitative methods such as document analysis, survey and talks can be used, this research covers the primary level of care of the E.S.E Camu Santa Teresita, an analysis of the Comprehensive Routes is carried out, identifying aspects related to the Comprehensive Policy and the reality of the health system including collaborators and users. Some limitations were found despite the evidence of sufficient information on the regulations, structures of care models and comprehensive routes, it begins with a quick review of the literature related to the topic to be investigated to define keywords, taking into account regulations, quality of information obtained with bibliographic support.

Document management allows the good management of the information of any organization. The Provider Institution of Associated Ear Nose and Throat Health Services of Córdoba S.A.S. (OTOC) does not have the document management and file management procedure of the User Service unit; therefore, the purpose of this business practice was to design said procedure. As a technique, the interview was used, which was carried out with the person in charge of the User Service Unit to know the information generated and that received from other units, as well as the person in charge of billing to know the documentation they receive from is; added to this, the referring documentation that OTOC S.A.S. for these units and the current regulations of the admission and billing process. According to what was obtained, it was possible to develop the new document management procedure for the User Service Unit of OTOC S.A.

It is known that, currently, due to advances in technology, document digitization has emerged as an alternative, for the search for improvement in document management procedures in organizations. Therefore, it has become necessary to reduce the generation of paper documents, and in turn with this, the adoption of electronic documentation, in addition to the application of technological tools that serve as support for document management. Likewise, the need to control and mitigate the risks that may threaten the security and conservation of digital documents has been presented. Based on the above, it was necessary to make a diagnosis, and carry out a research process in the E.S.E CAMU SANTA TERESITA, using as an instrument for the collection of information, surveys directed at the collaborators of the areas involved in the documentary processes. Consequently, it was possible to determine the existence of certain difficulties that may arise in the handling of files and documentation. Also evidencing that, in the entity, despite the fact that certain processes and activities have been developed, a procedure for document management has not really been implemented, which conforms to the general law on archives, with which a solution is offered to the potential problems, it is intended to systematize the processes, which allows an adequate management of the information, and that guarantees the conservation and preservation of the digital documents

The management of human talent is of great importance for the efficiency and proper functioning of the organization, because human talent is the main competitive advantage of a company. At E.S.E CAMU SANTA TERESITA, this area is in charge of comprehensively training officials to provide a quality service and good treatment of users. Which is established in the training and training plan of the E.S.E CAMU SANTA TERESITA. These trainings are provided for the purpose of continuous improvement of the personnel, however, there is no procedure for the evaluation of said trainings as established by standard 110 of resolution 5095 of 2018. Consequently, the objective of this business practice is oriented to the design of a procedure for the evaluation of the understanding of the training results. In order to know the scope of the training provided. The methodology used was based on a situational diagnosis of the human talent area and the preparation of an improvement plan. All this based on standards 110, 111 and 112 of resolution 5095 of 2018. The population benefiting from this product will be the same workers of the E.S.E CAMU Santa Teresita, since they will have a compression evaluation procedure for the results of the training provided. In addition to serving as a reference for future studies.

Participar significa formar parte de, o tomar parte en, la construcción de alguna empresa común, que, en el caso de la sanidad, tiene que ver con la salud de la población. Una contribución que, de acuerdo con las políticas de salud vigentes, se asocia a una de las dimensiones básicas de la salud misma. Por ello el objetivo de este trabajo es sintetizar el conocimiento sobre el papel de la participación ciudadana en temas de la salud, y como la desinformación puede acarrear distintas adversidades.

La satisfacción del usuario es un aspecto muy importante en la prestación de los servicios de salud, revela la calidad del cuidado que está proporcionando las instituciones. La Institución Prestadora de Servicios de Salud Otorrinolaringólogos Asociados de Córdoba SAS (OTOC) periódicamente realiza evaluaciones de la satisfacción a sus usuarios con respecto a los servicios que ofrecen; debido que no la habían realizado, el objetivo de esta práctica empresarial fue determinar la satisfacción del usuario de los servicios recibidos de la IPS OTOC S.A.S. Se realizó un estudio descriptivo transversal de enfoque cuantitativo; los sujetos de estudio fueron 50 pacientes que asistieron a consulta en la IPS OTOC S.A.S de la ciudad de Montería; a quienes se les aplicó una encuesta cuyo instrumento fue un cuestionario diseñado por OTOC. Como resultados se encontró que los usuarios calificaron en su mayoría entre buena y muy buena su satisfacción por el trato amable, orientación en cuanto a sus medicamentos, cuidados, próxima cita y durante la consulta resolvieron sus dudas. Se encontró como oportunidad de mejora de acuerdo con dichas respuestas que 20% indicó haber tenido inconvenientes para concretar su cita. Se concluye que OTOC S.A.S. se esfuerza por la excelencia en la atención a sus usuarios para ofrecerles un servicio con calidad para el bienestar en salud.