Improvement proposal to high waiting times at customer service in a health promoter using discrete event simulation.
DOI:
https://doi.org/10.22517/23447214.12881Keywords:
Quality of service, Simulation, Public healthcare, Arena Software.Abstract
Health services anywhere in the world must ensure a timely, safe and high quality of care. Therefore, health promotion entities in Colombia (EPS) must ensure easy and streamlined processes in the services offered, avoiding risks that can affect the lives of patients. Along with the above, in Colombia law anti-procedures is defined, with the implementation of this law is created an issue for the EPS because they are serving more than 250,000 users in cities like Medellin (Colombia). This causes agglomeration of patients, complaints and objections from members by the long lines and delays in the procedures that are presented at the point of customer service. To this end, the entity wishes to reduce service times to avoid a penalty by the superintendent of Colombian health using simulation as a tool and perform an efficient proposal to decrease the costs and possible penalties.Downloads
Downloads
-
Vistas(Views): 934
- PDF (Español (España)) Descargas(Downloads): 666
Published
How to Cite
Issue
Section
License
Copyrights
The journal is free open access. The papers are published under the Creative Commons Attribution / Attribution-NonCommercial-NoDerivatives 4.0 International - CC BY-NC-ND 4.0 license. For this reason, the author or authors of a manuscript accepted for publication will yield all the economic rights to the Universidad Tecnológica of Pereira free of charge, taking into account the following:
In the event that the submitted manuscript is accepted for publication, the authors must grant permission to the journal, in unlimited time, to reproduce, to edit, distribute, exhibit and publish anywhere, either by means printed, electronic, databases, repositories, optical discs, Internet or any other required medium. In all cases, the journal preserves the obligation to respect, the moral rights of the authors, contained in article 30 of Law 23 of 1982 of the Government Colombian.
The transferors using ASSIGNMENT OF PATRIMONIAL RIGHTS letter declare that all the material that is part of the article is entirely free of copyright. Therefore, the authors are responsible for any litigation or related claim to intellectual property rights. They exonerate of all responsibility to the Universidad Tecnológica of Pereira (publishing entity) and the Scientia et Technica journal. Likewise, the authors accept that the work presented will be distributed in free open access, safeguarding copyright under the Creative Commons Attribution / Recognition-NonCommercial-NoDerivatives 4.0 International - https://creativecommons.org/licenses/by-nc-nd/4.0/deed.es license.