Diagnóstico institucional del sistema de gestión de la calidad para la empresa Alta Visión S.A.S. basado en la norma ISO 9001:2015

Abstract

This paper evaluates the feasibility of implementing a Quality Management System (QMS) in Alta Visión S.A.S., an ophthalmology Healthcare provider located in Bogotá that provides services to private patients and plans to expand into other specialties. Based on an analysis of the ISO 9001:2015 requirements and an institutional assessment, deficiencies and opportunities for improvement were identified in internal processes related to quality of care. Given the context of the Colombian healthcare system, characterized by low operational efficiency and user dissatisfaction, the adoption of a QMS is proposed as a key strategy to optimize institutional performance, strengthen patient safety, and align the institution with international standards, without the need to seek formal certification. The diagnosis made it possible to evaluate the level of compliance with the standard and its applicability in the organization. A mixed approach was used, with qualitative and quantitative methods, through interviews with employees and managers, patient satisfaction surveys and direct observation. The results show partial compliance with the standard, identifying deficiencies in process documentation, stakeholder management, internal communication, and follow-up of survey results and nonconformities. It is recommended to apply tools such as DOFA and PESTEL, establish periodic controls, update regulations and use KPIs to ensure continuous improvement. The implementation of the QMS is considered feasible because the institution is growing and requires structured processes that increase quality, trust and sustainability.