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PROCESS DOCUMENT FOR THE DESIGN OF AN INTERACTIVE USER SATISFACTION SYSTEM IN A SECONDARY CARE INSTITUTION IN THE MUNICIPALITY OF DUITAMA
This document presents a successful experience, which was developed by a student of Professional Practice I of the Health Administration program in a second level of complexity institution located in Duitama, Boyacá. The initiative of this experience arose as a solution to the lack of effective mechanisms for measuring and socializing the user's perception within the institution. The objective of the practice was to design a proposal for an Interactive User Satisfaction System that would allow measuring, analyzing and disseminating key indicators about the hospital experience in a more dynamic way and in real time. The methodology used was of the empirical qualitative type, based on direct observation and institutional analysis, which allowed structuring a technical document with the detailed design of the system. Although the system was not implemented during the internship, a robust conceptual and technical model was developed. Among the expected results are the strengthening of institutional transparency, the continuous improvement of hospital care and the empowerment of the user as an active agent in the evaluation of the service. This proposal represents a significant contribution to health management by integrating technological innovation with citizen participation to improve service quality.
