Propuesta para la creación de la guía del proceso de recepción de pacientes en la CRC Revoluciones por Minuto Sede Tintal

Abstract

This research aims to propose a comprehensive improvement guide for the patient reception process at the Driving Recognition Center (CRC) Revoluciones Por Minuto, Tintal branch, with the purpose of enhancing user experience and strengthening service quality. A mixed-methods approach was applied, integrating qualitative techniques such as direct observation and interviews, along with quantitative analysis derived from satisfaction surveys conducted with patients and administrative staff. The findings reveal several operational challenges, including connectivity issues, data entry errors, prolonged waiting times, lack of process standardization, and insufficient performance indicators. Despite these limitations, strengths were identified, such as an experienced and service-oriented reception team capable of adapting to high-demand scenarios. Based on the DOFA analysis and the identification of root causes, strategic actions were formulated to improve workflow efficiency, reinforce staff training, optimize technological tools, and establish measurable indicators for continuous monitoring. The study concludes with the development of a structured improvement guide designed to standardize activities within the reception process, ensuring more agile, safe, and humanized patient care from entry to exit. This proposal contributes to enhancing institutional performance and increasing patient satisfaction levels in occupational medical services.