Business Consulting – Hospital II-1 Luis Heysen Inchaustegui
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2024-08-20
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Pontificia Universidad Católica del Perú
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Los hospitales de EsSalud de la Región Lambayeque son de fundamental importancia
para atender los problemas de salud de la población asegurada. En este sentido el Hospital
Luis Heysen Inchaustegui es el segundo hospital más importante de la Red Prestacional
Lambayeque por ser el que acoge a los asegurados referidos del primer y segundo nivel de
atención, razón por la cual se consideró conveniente desarrollar el trabajo de Business
Consulting en dicho hospital. El propósito de la consultoría es identificar los factores que
propician tiempos de espera prolongados para la obtención de citas en el área de consulta
externa y considerando que el tiempo es uno de los factores más relevantes cuando se trata de
atender problemas de salud, se optó por abordar dicha problemática, encontrándose un alto
índice de procesos manuales que dificulta la adecuada gestión de las citas, haciendo que los
procesos sean lentos y generando sobrecarga laboral en el personal del área.
En tal sentido se desarrollaron sesiones de comunicación personal con directivos
colaboradores del área, además se realizó la revisión de la normativa institucional vigente y
de la literatura a fin a la problemática identificada. Considerando las limitaciones en
contrataciones de personal para agilizar procesos e incrementar la oferta de citas para
consulta externa, se optó por proponer una solución acorde a las tendencias digitales y que al
ser ágil y amigable resulte en una experiencia memorable para los usuarios. La solución
propuesta es una integración de la herramienta Journey Map, sistema automatizado para la
gestión de citas y uso de inteligencia artificial, con la finalidad de reducir los procesos
manuales, mejorar la eficiencia de los indicadores y reducir la deserción de pacientes. Con la
implementación de dicha solución se realizó una a proyección a cuatro años, teniendo como
instrumento de medida los indicadores de consulta externa, dando como resultado una
reducción de 61,5% sobre la deserción de pacientes y garantizando estándares óptimos sobre
los demás indicadores.
The EsSalud hospitals in the Lambayeque Region are of fundamental importance in addressing the health problems of the insured population. In this sense, the Luis Heysen Inchaustegui Hospital is the second most important hospital in the Lambayeque Benefit Network because it is the one that welcomes the insured persons referred to from the first and second level of care, which is why it was considered appropriate to develop the work of Business Consulting in said hospital. The purpose of the consultancy is to identify the factors that lead to long waiting times for obtaining appointments in the outpatient consultation area and considering that time is one of the most relevant factors when it comes to addressing health problems, it was decided to address this problem, finding a high rate of manual processes that makes the proper management of appointments difficult, making the processes slow and generating work overload for the area staff. In this sense, personal communication sessions were held with collaborating managers in the area, and a review of current institutional regulations and literature was carried out in order to address the identified problems. Considering the limitations in hiring personnel to streamline processes and increase the supply of appointments for outpatient consultations, it was decided to propose a solution in line with digital trends and that, being agile and friendly, results in a memorable experience for users. The proposed solution is an integration of the Journey Map tool, an automated system for managing appointments and the use of artificial intelligence, with the aim of reducing manual processes, improving the efficiency of indicators and reducing patient desertion. With the implementation of this solution, a fouryear projection was carried out, taking the outpatient consultation indicators as a measurement instrument, resulting in a 61.5% reduction in patient desertion and guaranteeing optimal standards on the other indicators.
The EsSalud hospitals in the Lambayeque Region are of fundamental importance in addressing the health problems of the insured population. In this sense, the Luis Heysen Inchaustegui Hospital is the second most important hospital in the Lambayeque Benefit Network because it is the one that welcomes the insured persons referred to from the first and second level of care, which is why it was considered appropriate to develop the work of Business Consulting in said hospital. The purpose of the consultancy is to identify the factors that lead to long waiting times for obtaining appointments in the outpatient consultation area and considering that time is one of the most relevant factors when it comes to addressing health problems, it was decided to address this problem, finding a high rate of manual processes that makes the proper management of appointments difficult, making the processes slow and generating work overload for the area staff. In this sense, personal communication sessions were held with collaborating managers in the area, and a review of current institutional regulations and literature was carried out in order to address the identified problems. Considering the limitations in hiring personnel to streamline processes and increase the supply of appointments for outpatient consultations, it was decided to propose a solution in line with digital trends and that, being agile and friendly, results in a memorable experience for users. The proposed solution is an integration of the Journey Map tool, an automated system for managing appointments and the use of artificial intelligence, with the aim of reducing manual processes, improving the efficiency of indicators and reducing patient desertion. With the implementation of this solution, a fouryear projection was carried out, taking the outpatient consultation indicators as a measurement instrument, resulting in a 61.5% reduction in patient desertion and guaranteeing optimal standards on the other indicators.
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Consultores de empresas, Hospitales--Administración--Control procesos, Hospitales--Perú--Chiclayo (Lambayeque : Provincia)
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