Levantamiento de los procesos de atención al cliente en centro medico privado

Abstract

A case study was carried out to verify customer satisfaction in the health sector of a private medical center in the city of Milagro, in turn knowing all the protocols that users must go through to be treated. The purpose of this analysis is to determine the factors that make it possible to provide effective customer service. For this, the quantitative and qualitative methodology was applied, a system of surveys and interviews was established, which allowed a more precise identification of customer satisfaction, which will provide loyalty on the part of the customers and the medical center. as such, therefore, it must be handled with care and ensure that all collaborators responsible for this process are trained to provide the best possible care. In conclusion, in order to lift the customer service processes in the private medical center, both the work staff and the clients must strive to maintain and respect the established protocols so that the quality of the service is not affected. The present study allowed obtaining a broader vision of the factors that are considered during the care process, medical center staff and clients participated in its determination. The result found from this analysis gave a diagnosis of great satisfaction on the part of the clients who make use of the service in said private medical center, and it is proposed to design strategic plans to increase production in the areas with the highest flow of patients.