Arquitectura de procesos con indicadores estratégicos en los servicios médicos de consulta externa en hospitales de alta especialidad

Abstract

Introduction: The importance of granting high specialty outpatient services calls for a diagnosis through process architecture in order to measure outpatient services deferral with key performance indicators and to evaluate the opportunity of scheduling appointments at high specialty hospitals. Objective: To apply the process architecture model and key performance indicators in high specialty hospitals, in order to analyze outpatient appointment scheduling activities and to improve the quality of medical care and patient safety. Method: Quantitative, sequential and deductive reasoning study, with correlational scope, to assess the degree of association between variables, and to establish and define key performance indicators, according to the importance of activities in medical services. A convenience sample in time and by accessibility to two high specialty hospitals in Mexico city was used. Results: Deferral in outpatient services was measured with an emphasis on the analysis of 19 indicators for a proposal of strategies. Conclusions: The model of priority indicators of the architecture of medical processes is presented through the analysis of activities, which comprehensively visualizes medical care and allows improving the quality of the medical services provided to the patient.