Implementación de una simulación de eventos discretos, para mejorar el flujo de pacientes en una IPS

The IPS under study, in their quality and vision policy, the satisfaction of its users is an indispensable requirement. The importance of service today is vital since competition has increasing and the need to generate added value arises, customers are increasingly demanding and look for good service products, a pleasant and comfortable environment, personalized service and faster service. Customer satisfaction can determine the reuse and fame you report after purchasing the product or service. Through this project, an evaluation was made of waiting and attention times in the services offered by a company in the health sector. The project allows generating a broader vision of the processes that patients register. For the elaboration of this project, a data collection of the attention times, waiting times, number of examinations per patient, total patient times in the system, patient arrival rate, techniques for data analysis was performed (Bars diagrams, generic quality tools, etc.). Where the collected data were entered into a model of the patient's journey, in a process simulation software (Rockwell Arena), which measures the measurement of different proposed strategies identified during the taking of times, managing to reduce to three specific strategies that would allow improve the flow of patients in the facilities, by restructuring the number and hours of activity of their resources, managing to establish a reduction in waiting times between 25% and 86%. Due to the variability of the arrival rate and distribution of the number of examinations per patient presented in a newspaper, the project was limited to obtaining 100% precise and exact data, directing the results as it was an estimate of the analyzes carried out. In order to counteract the previously indicated variables, the most representative distribution of the arrival rate at office hours and a probability of distribution of the exams for each hour were estimated through the analysis of the data selected in practice.

• Autores: Callejas Molano, Rafael Eduardo
• Tipo de recurso: Trabajo de grado de pregrado
• Fecha de publicación: 2020
• Institución: Corporación Universidad de la Costa
• Repositorio: REDICUC - Repositorio CUC
• Idioma: spa
• OAI Identifier: oai:repositorio.cuc.edu.co:11323/7104
• Acceso en línea: https://hdl.handle.net/11323/7104; https://repositorio.cuc.edu.co/
• Palabra clave: Patient satisfaction; Simulation of processes; Health Provider Institute (IPS); Workday; Resources; Satisfacción al paciente; Simulación de procesos; Instituto prestador de salud (IPS); Jornada laboral; Recursos
• Rights: openAccess
• License: Attribution-NonCommercial-ShareAlike 4.0 International