Metropolitan Area Bucaramanga Health Services

Members:
Francia Dayanna Buitrago Galarza
Cristian Fernando Muñoz Valderrama

Professor:
Julio Cesar Ramírez Montañez

Universidad Pontificia Bolivariana Seccional Bucaramanga

Faculty of International Business Management
Research Methodology
Bucaramanga
February 28/2020
Table of Content
Abstract

The main purpose of this research was analyze and know about the opinion of Health
Services in Metropolitan Area Bucaramanga, besides know the criteria that issued both a
health care professional and a professional in law. The survey was made of 15 closed
questions to 40 people between 30 to 70 years, asking about their opinion and values based
to the health services in Metropolitan Area Bucaramanga.
The methodology that we used was a quantitative analysis using primary source that
correspond to online surveys, and in the qualitative analysis we make two interviews for
two professionals that are involved, know, use and work in Health centers. We make a
S.W.O.T matrix (Strengths, Weakness, Opportunities and Threats) about the topic
previously named. To get ahead a little bit, people feel satisfied with their EPS and
recommend it.

Key Words: ER (Emergency Room), EPS (Spanish translation of Health Providers),

HN (Head of Nursing), functions, procedures.
Introduction
 Interviews

Profile 1
 Project: Perception of the Health Services in “Metropolitan Area
Bucaramanga”
 Time of interview: 10 minutes.
 Date: 20/02/2020
 Place: Universidad de Santander.
 Interviewer: Francia Dayanna Buitrago Galarza.
 Interviewee: Dr. Adriana Ruiz.
 Position of interviewee: First, at all we decide to choose a lawyer because it is a
person who knows very well how the health works by the law. In this case the Dr.
Adriana Ruiz is in the strong position that we could have a good health service in
Bucaramanga and in general in Colombia. She considers that government invest a
good amount of money in the Health Sector but one of the principal problems starts
when the money takes a different way, I mean, corruption.
 Link: https://youtu.be/8CBvpTW9_ys

Profile 2
 Project: Perception of the Health Services in “Metropolitan Area
Bucaramanga”
 Time of interview: 10 minutes.
 Date: 19/02/2020
 Place: Sergio’s House.
 Interviewer: Cristian Fernando Muñoz Valderrama
 Interviewee: Hn. Sergio Gómez
 Position of interviewee: First, we decide to choose a Nurse because it is a person
who manage constantly this theme, is directly related with the attention of the users,
and knows how the processes both in a hospitable and outpatient manner are. The
nurse’s role are directly involved in the different healthcare branches and all their
administrative processes. He considers that the Health System is functional and
guaranteed an attention to the users but the administrative processes delay the
attention of users.
 Link:
 Quantitative Analysis

Research Instruments:
Population:
Users of Health Services in Metropolitan Area Bucaramanga and between 30-70 years old.
Sample Size:
Our sample size is 40 people.
Objective:
The objective of this research is to know about the opinion and perception of Health
Services in the “Metropolitan Area Bucaramanga”

Tabulation:

Source: Survey Results

The previous graph shows that 10% of the population (4 people) who answered the survey
are 50 years old, the population surveyed was 40 people between the age of 30 years and 70
years old
Source: Survey Results

The previous graph on which EPS is affiliated shows that of 40 people surveyed, 11 people
(27.5%) are affiliated with Sanitas, while there are other EPS that do not have affiliated
persons, it could be because their service is bad or probably they have already been
liquidated by the Colombian state

Source: Survey Results

The previous graph on which type of scheme it belongs to, it is evident that more than 3/4
of the population surveyed (33 people) belong to the contributory regime, this because they
have the capacity to pay to the General System of Social Security in Health .
Source: Survey Results

In the previous graph, we can see that 15 people (37.5%) of the 40 people surveyed (100%)
believe that the health system offered by the National Government of Colombia is of
regular quality, this could be due to poor performance of services, delays in care or other
cause. In our opinion; The Health System must improve to keep the Colombian population
satisfied with the services and quality offered.

Source: Survey Results

In the previous graph referring to the attention received by the staff at the time of being in a
health center, 42.5% of the people surveyed (17 of 40 people) say they receive care that is
not very good but which is also not very bad, which is why healthcare centers should train
their staff to provide quality care to the user so that they attend when they are sick and do
not self-medicate in their homes.
Source: Survey Results

In the previous graph referring to how complicated it is to request a medical appointment in

your EPS, of the 40 people surveyed, 12 people (30% of 100%) replied that it is very easy
to request it, because in past years it was time to go to the health center and have to wait in
line to schedule a medical appointment; in the present times it is enough to call the number
of the EPS and it can even be requested online

Source: Survey Results

In the previous graph we can see that the service most used by the population surveyed (35
of 40 people) is the general assessment while the least used services were emergency
services and otolaryngology (Only 4 of 40 people have used these services)

Source: Survey Results

In the previous graph about whether you had experienced negligence on the part of your
EPS, 80% of the population surveyed (32 of 40 people) respond that they have experienced
some negligence on the part of their EPS. The EPS must be aware that this negligence can
result in the death of a patient due to the agility of the procedures, due to the incompetence
of the staff and in some cases by only one signature to proceed.

Source: Survey Results

In the previous graph corresponding to the time you have had to wait in an emergency
room, of the 40 people surveyed, 14 of them (35% of 100%) respond that they have had to
wait more than an hour to be treated, this is translates into inefficiency on the part of the
emergency personnel of the EPS, creating an over saturation of people waiting to be
attended, it could also be because the EPS does not have enough staff or adequate facilities
to provide this service. All delays result in the user getting worse and become more difficult
to control the situation.

Source: Survey Results

In the previous graph referring to whether EPS should improve in punctuality to serve
users, 77.5% of the population surveyed (31 of 100 people) replied that if they should
improve this aspect, this because being unpunctual in their appointments creates congestion
and the staff begins to attend in a hurried way and not being objective in order to stabilize
the schedules again.

Source: Survey Results

The previous graph on whether the facilities of your EPS were adequate for the optimal
performance of their functions, more than 3/4 of the population surveyed (31 people out of
40) equivalent to 77.5% responded that the facilities are optimal for the development of
their work. This could be because the EPS have taken great care to improve their facilities
by making them more spacious and with cutting-edge technology in order to have more
people affiliated with them.

Source: Survey Results

The previous graphic about users has had to buy their medicines in other establishments
due to lack of availability in their EPS, most people answered no (40%) although 30% had
to buy it in other establishments and the remaining 30% Sometimes he finds the medication
in his EPS and sometimes he doesn't. This could be due to the lack of interest of the user
because many times the medicine outside (Drugstores) is cheaper and another cause could
be due to lack of the drug not being found in the pharmacy

Source: Survey Results

In the previous graph, corresponding to the results of the question of whether you knew
someone who had been a victim of the death walk or you had been a victim, almost 3/4 of
the population surveyed (29 of 40 people) responded that they didn’t know someone or they
had never been victims of the so-called death walk.
Source: Survey Results

In the previous graph, the question was that you had the opportunity to change EPS, would
you? 77.5% (31 of 40 people) replied that they would not; This could be due to the fact that
the EPS of each of them has attended them in a correct way and in general has had a good
experience with the EPS to which they are affiliated, in other words; meet expectations
with the service that they provide.

Source: Survey Results

In the previous graph, the topic addressed was how long you have had to wait for a surgical
procedure, 50% of the population surveyed (20 of 40 people) have never had surgery but
22.5% (9 of 40 people) have had to wait more than 72 hours for a surgical procedure to be
approved and / or performed; This translates into unnecessary waiting time in paperwork
and even suitable personnel to intervene the user. These long times often lead to bad
episodes for the user (you can aggravate and even die waiting for your surgical procedure).
Source: Survey Results

In this last graph we can see that 80% of the population surveyed (30 of 40 people) would
recommend their EPS, since they offer very complete services, the service is very good, the
availability of specialized personnel and / or has adequate facilities.
 Qualitative Analysis

First Interview:
Lawyer, specialist in labor relations and doctor in law; Dr. Adriana Ruiz.
1. What is your opinion about Health Services in Colombia?
2. What do you think is Bucaramanga's main Health problem?
3. Do you consider that the National Government allocates the necessary resources to
the Health Sector?
4. What have been the main reforms in the Health Sector and that these can have an
impact to improve the services offered?
5. What factors make the Health Service deficient?
6. What action could the National Government take to improve the Health Service
offered?
7. What participation should Health Services beneficiaries and user have in the face of
improvement actions?

Second Interview:
Nurse, Hn. Sergio Gómez.
1. What is your opinion about the Health Services in Colombia?
2. Do you have any suggestions in order to improve the care in Health facilities?
3. Do you agree with the moderator fee that users are charged according to the level of
their income?
4. What do you think about the authorization procedures of the different services?
5. Do you consider that the Ambulance Services is being properly used?
6. How fast are the procedures to move a user to an institution of the next level of
complexity?
7. How is the management given to the immigrant population by Health Service
networks in Colombia?
S.W.O.T (Strengths, Weakness, Opportunities and Threats) Matrix

Strengths Opportunities

 More than three-quarters of those  There are some people who buy
people interviewed are satisfied with their drugs at the pharmacy, but
the EPS, whether for the quality of there are also people who don’t buy
the services offered, facilities, them because of their high prices, to
working instruments (Technology), counteract this, the pharmacy could
punctuality or other cause. reduce the sale’s price of the drug
(Less unit utility but more people
 buying).

Weaknesses Threats

 El Sistema de Salud Colombiano

Conclusions