The quality of attention to IMSS rights holders

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Large institutions and companies have a customer service area that allows them to meet the needs of their users and obtain strategic information to improve the services they offer. The Mexican Social Security Institute (IMSS) is no exception, offering care to more than 74 million beneficiaries throughout the country through the Entitlement Care Unit, which handles 28,526 requests on a typical day.

The main care mechanisms contemplate remote and face-to-face means 24 hours a day, 365 days a year, since many of our services are focused on the most important thing that human beings have, which is our health and well-being.

The challenge is how to influence the improvement of the services that are provided when we talk about these dimensions, without stopping care, but looking for quality in the various services in which care is provided transversally.

Assuming this challenge, the “More management and fewer complaints” strategy was implemented, so that complaints are the last resort and attention is privileged. This strategy is carried out in the 35 representations and in the 25 High Specialty Medical Units of the IMSS.

Likewise, in coordination with the medical area and the Decentralized Organs Evaluation Unit, we held face-to-face meetings in the 50 medical units that concentrated the largest number of service complaints to establish commitments that allow for improvement in care.

With this and various actions, it has been possible to increase the number of procedures by 50% and reduce the number of service complaints by 19% compared to 2019; that is, that during 2022, 670,256 procedures have been carried out and 7,741 fewer complaints have been received.

But more than talking about statistics, we cannot forget the human side, the supportive treatment and empathy that should characterize the attention of the Institute, for which reason this year the certification of the personnel of Attention and Orientation to the Right was concluded through the Competence Standard 1268 “User Care Based on the Culture of Good Treatment” and, the care of TAOD personnel was approved in the 1,028 modules of the medical units.

Thanks to this process, the IMSS today has a service area that is 100 percent certified in Good Treatment.

The writer Maya Angelou said that people will forget what you said, they will forget what you did, but they will never forget how you made them feel, so we will continue working so that services are provided with quality and warmth.




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