Browsing by Author "Largacha Angulo, Harold Moises"
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Item Diseño de una propuesta de mejora del proceso de programación de citas a través del centro de contacto de la Clínica de Occidente de la ciudad de Cali(Universidad Santiago de Cali, 2024) Largacha Angulo, Harold Moises; Rojas peña, Oscar MauricioEffective appointment management is a cornerstone of operations within any healthcare service provider (HSP). Optimal scheduling not only ensures timely patient care but also optimizes resource utilization and minimizes wait times. The objective of this research is to design an improvement proposal for the appointment scheduling process for magnetic resonance imaging (MRI) from HSP's contact center. The methodology employed included time measurement, cause-and-effect analysis, and the 6M method. A diagnosis of the center's current operations was conducted, identifying the primary causes of its low productivity. The results obtained allowed for the prioritization of high-impact areas and the development of an action plan to address the identified issues. Evidence suggests that the initial phase of patient care exhibits the highest concentration of inefficiencies and rework, largely attributable to the methodology employed. Approximately 30% of patients were not successfully scheduled during the first contact. Based on these findings, modifications to the methods of providing chat and voice-based care are proposed, along with improvements in productivity measurement. It is estimated that the implementation of the proposed improvements will reduce rework by 10% to 20% and contribute to a significant elevation of quality standards in initial care, decreasing wait times and enhancing user satisfaction.