Customer service management model of a care and occupational clinic using Lean Healthcare and Digital Transformation methodologies to increase customer loyalty

Cubas Gallardo N.V.; Suarez Zavala A.T.; Arambarri J.; Giordano C.E.; García J.A.R. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2023) · DOI: 10.18687/leird2023.1.1.103

Resumen

The health sector is considered one of the main sectors worldwide, within this sector are those services related to occupational health, which is of high importance since it ensures well-being, health and conditions. of work of each individual in a company, its main objective being to ensure the highest physical, mental and social well-being of employees, through the establishment and maintenance of a safe and healthy work environment; However, the level of service in healthcare and occupational health centers in Peru has decreased in recent years in many private health centers as they do not have the resources to provide adequate service, a situation that was aggravated during the Covid-19 pandemic which showed like never before the need to strengthen the capacities of health systems. The low levels of customer service have increased dissatisfaction on the part of users, who have chosen to look for different options and prefer government institutions, generating a decrease in income and profitability in private organizations; Among the main problems detected are the lack of clinical information about patients, prolonged care times and low perceived levels of service. Therefore, the purpose of this research is to contribute to the innovation of patient care processes with the aim of increasing user satisfaction and, as a consequence, increasing productivity and profitability through the application of Lean methodologies. Healthcare and Digital Transformation.

Instituciones: Universidad Peruana de Ciencias Aplicadas