Resumen en español

The humanization of services seeks to ensure that the relationship between health professionals and patients is as warm as possible. This study analyzes the policy of humanization of health services aimed at the external client of the Clinica Central O.H.L, through a SWOT matrix and a survey that measures the global indicator of satisfaction of the institution's external users. The analysis showed that the surveyed users expressed their dissatisfaction in 10%, for which improvement strategies were finally provided organized in an action plan so that it allows decision-making focused on new strategies aimed at compliance with the policy of humanization.