Browsing by Author "Urrutia Banguero, Luz Adriana"
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Item Sistema de información y atención al usuario "SIAU", como mecanismo que permite a las instituciones en salud mejorar la calidad de los servicios prestados(Universidad Santiago de Cali, 2020-07-16) Urrutia Banguero, Luz Adriana; Kuzner Alvarado, Armando (Director)In Colombia, it has been proposed to improve both the coverage and the quality of the health system. Progressively it has been improving in these two aspects, different tools and guidelines have been adopted to achieve continuous improvement. The objective of this document is to analyze how the User Information Service (SIAU) allows Health Service Provider Institutions (IPS) to improve the quality of the services provided. At the methodological level, a descriptive study with a qualitative approach was used where, through the documentary review, different experiences in which the SIAU has been used to improve user service are analyzed. According to the evidenced results, it is possible to identify that this system provides relevant information for improvements to be adopted through contact with patients or users of health institutions. In order to materialize these improvements, it is essential that management or management take into account the different PQRS, analyze them and formulate specific actions to correct shortcomings. In the long term, the SIAU contributes to the consideration of different elements that constitute the experience of access to health services, since some are related to the contact between officials and users, infrastructure, communication channels, among others, that sometimes go unnoticed.