Durán Rojas, ElviraLópez Simanca, María Paula2023-01-172023-01-172023https://repositorio.unicordoba.edu.co/handle/ucordoba/6895Health is a right that every person has without any distinction. The Provider Institution of Associated Ear Nose and Throat Health Services of Córdoba (OTOC) S.A.S. It has a procedure for attention to preferential users, which requires updating with respect to the differential approach. The objective of this practice was to update the procedure for attention to preferential users and the differential approach of OTOC S.A.S. A documentary review of user care protocols, regulations and interviews were conducted with an official from the User Care Unit and a health professional from OTOC S.A.S. to identify aspects of preferential and differential attention. For which an analysis of these responses was made, together with what was established in the regulations and the revised protocols, the update of the preferential attention procedure of OTOC S.AS was carried out. It is expected that this update will be approved and shared with all IPS staff, to allow continuous improvement in health and well-being care for all people who require the service.INTRODUCCIÓN ............................................................................................. 131. RESEÑA HISTÓRICA ................................................................................ 152. ASPECTOS CORPORATIVOS .................................................................. 162.1 MISIÓN ....................................................................................................... 152.2 VISIÓN ....................................................................................................... 152.3 PRINCIPIOS .............................................................................................. 152.4 VALORES ................................................................................................. 152.5 SERVICIOS ............................................................................................... 152.6 NIVEL DE COMPLEJIDAD/TAMAÑO DE LA EMPRESA .................... 153. DESCRIPCIÓN DEL ÁREA Y UNIDAD FUNCIONAL ......................... 164. MARCO REFERENCIAL........................................................................... 194.1 MARCO TEÓRICO .................................................................................... 194.2 MARCO CONCEPTUAL ........................................................................... 214.3 MARCO LEGAL ........................................................................................ 225. OBJETIVOS .............................................................................................. 245.1 OBJETIVO GENERAL .............................................................................. 245.2 OBJETIVOS ESPECÍFICOS ..................................................................... 246. METODOLOGÍA ....................................................................................... 257. RESULTADOS OBTENIDOS ................................................................... 277.1 ANÁLISIS DE LOS PROTOCOLOS EXISTENTES DE ATENCIÓN AL USUARIO CON ENFOQUE DIFERENCIAL DE OTRAS ORGANIZACIONES ....................................................................................... 277.1.1 Guía atención al Usuario ................................................................... 277.1.2 Protocolo de atención prioritaria y/o con enfoque diferencial ..... 277.1.3 Cartilla protocolo de atención a la ciudadanía con enfoque diferencial ....................................................................................................... 277.2 ANÁLISIS DE LA NORMATIVIDAD ACTUAL EN LA ATENCIÓN CON ENFOQUE DIFERENCIAL ............................................................................. 287.3 IDENTIFICACIÓN DE LOS ASPECTOS QUE TIENEN EN CUENTA EN LA UNIDAD DE ATENCIÓN AL USUARIO CON RESPECTO A LA ATENCIÓN PREFERENCIAL Y ENFOQUE DIFERENCIAL ...................... 298. CONCLUSIONES ...................................................................................... 439. RECOMENDACIONES ............................................................................. 44REFERENCIAS BIBLIOGRÁFICAS ............................................................. 45ANEXOS ......................................................................................................... 50application/pdfspaCopyright Universidad de Córdoba, 2023Trabajo de grado - Pregradoinfo:eu-repo/semantics/openAccessAtribución-NoComercial-SinDerivadas 4.0 Internacional (CC BY-NC-ND 4.0)Enfoque preferencialProtocoloUsuariosActualizaciónProcedimientoDiscapacidadPreferential approachProtocolUsersUpdateProcedureDisability