Evaluación externa e interna de la satisfacción del servicio de promoción y prevención “P y P”, en los usuarios de las EPS y los colaboradores en el sector salud del área de Pitalito

Abstract

The changes that are taking place in the health care sector companies lead to a permanent competition for market share, therefore, their managers and staff begin to discover in Customer Service an important element that provides competitive advantage to companies. Under the guidelines of the national government to increase the quality of the service of promotion and prevention and P in the health care market in all the municipalities in Colombia, and particularly in the decentralized entities such as the State Social Enterprises, it becomes relevant to carry out a research about the external and internal assessment of the satisfaction of and P service, among basic health care EPS system users and staff in the area of Pitalito, as a case study for understanding the challenges and scope of this service in the region. The case study, whose results are exhibited in this article, was carried out at ESE Manuel Castro Tovar, based on the performance indicators prepared by management. In the research a double perspective of analysis, was generated from both the staff of the company (internal) to analyze administrative factors, and the users of the EPS (external) to see the positioning of the company, in order to compare the scope of this entity with the other EPS in the region, such as: Saludcoop Coomeva, Emcosalud, Police, Social Security, Comparta, and others