2023-11-16 02:10:03
What seemed impossible was finally achieved. For the first time in history the Mexican Social Security Institute (IMSS) managed to reduce patient complaints. This is a fact that draws attention and marks the way forward to improve public health.
The announcement was announced during the ceremony to commemorate the 46th anniversary of the Technical Personnel in Attention and Guidance to Beneficiaries (TAOD). During the event, the contribution of 1,816 workers in the implementation of an institutional culture of quality and warmth in service, for the benefit of the entitled population, was recognized.
In this sense, the general director of the IMSSZoé Robledo, highlighted that over 46 years this staff has strengthened the Institute through a strategy to facilitate procedures, procedures and the solution of legal issues.
IMSS reduces patient complaints
What stood out the most is that 2023 is the first year in which a greater number of recognitions have been registered for the service of the staff of the IMSS with respect to number of complaints.
To put it in perspective, between January and October 2023, 14,460 complaints from beneficiaries were registered. While in the same period last year there were 34,810. In addition, more than 7 million requests registered in the Beneficiary Attention System.
He added that to strengthen the work of TAOD personnel, 155 positions were filled in 2023. Meanwhile, next week the sixth call will be issued with positions for state coordination and various positions, coupled with greater training and professionalization.
IMSS attends to all patient complaints
Another point that the official highlighted is that during the last two years, the IMSS has resolved 100 percent of the requests from the Citizen Services area of the Presidency of the Republic.
“I am convinced that the techniques and technicians of Guidance and Attention to Beneficiaries will continue to be one of the greatest contributions of the IMSS to other health care institutions, to demonstrate how with humane treatment one can be just as efficient and that indifference “It has a vaccine and it is TAOD.”
For his part, the head of the IMSS Operation and Evaluation Directorate, Javier Guerrero García, expressed that the indication of the general director, Zoé Robledo, to care for, strengthen and empower the TAOD within the framework of the daily tasks of the Deconcentrated Administrative Operation Bodies (OOAD) or the High Specialty Medical Units (UMAE), in order to improve the quality and good treatment of the right.
He stated that work has been done to professionalize the care and guidance structure. In 2022, Social Security became the first institution to have a service area that is 100 percent certified in good treatment by the National Council for Standardization and Certification of Labor Skills (CONOCER).
Number of complaints from IMSS patients in recent years
2023 – 14,460
2022 – 34,810
2021 – 37,521
2020 – 28,452
2019 – 44,113
2018 – 42,463
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