Improvement proposal to high waiting times at customer service in a health promoter using discrete event simulation.


Authors

  • Natalia Uribe mejia Instituto Tecnológico Metropolitano - ITM
  • Néstor Vásquez Instituto Tecnológico Metropolitano - ITM
  • Diego Usuga Instituto Tecnológico Metropolitano - ITM
  • Yony Fernando Ceballos Universidad de Antioquia http://orcid.org/0000-0001-5787-8832

DOI:

https://doi.org/10.22517/23447214.12881

Keywords:

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.

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Author Biography

Yony Fernando Ceballos, Universidad de Antioquia

Profesor Asistente

Departamento de Ingenieria Industrial

Universidad de Antioquia

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Published

2017-12-30

How to Cite

Uribe mejia, N., Vásquez, N., Usuga, D., & Ceballos, Y. F. (2017). Improvement proposal to high waiting times at customer service in a health promoter using discrete event simulation. Scientia Et Technica, 22(4), 345–351. https://doi.org/10.22517/23447214.12881

Issue

Vol. 22 No. 4 (2017)

Section

Industrial

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