In Colombia it is common to find strong criticism of the health system. Although during the most critical time of the pandemic, a large number of users stopped receiving medical care for fear of becoming infected, In the second half of 2021, general and specialized patient care began to be reactivated.
The National EPS Services Evaluation Study 2021, is a report with which, following several surveys of users of the health system at the national level, they give their opinion regarding the EPS to which they are affiliated and thus inquire regarding the way in which that users, from both the subsidized and contributory regimen, they receive their Health Promoting Entity. They evaluate both the performance and the quality of these entities.
The service is evaluated from different perspectives, ranging from dignified treatment, access and accessibility, opportunity and attention for covid. According to the results published by the Ministry of Health and Social Protection, EPS usersCoosalud and Sura, are the most satisfied.
To reach this conclusion, 18,899 surveys were conducted in 234 municipalities of 33 departments and 35 health promoting entities were evaluated. This study, which had 52 questions organized into the different categories, was carried out between August and October 2021. The citizens who participated in the report were contacted by telephone and only those who received care six months before answering the questionnaire.
To avoid inaccurate information, those people who are affiliated with special schemes, such as prepaid medicine and complementary plans, were excluded. “Among the most relevant data of the survey, the global experience of the members with the services received is highlighted, which showed that 78.75% are satisfied with them. Of the entities belonging to the Association of Comprehensive Medicine Companies (Acemi), a union that groups the majority of the largest EPS in the country, Coosalud stood out with 89.6% satisfaction, followed by Sura (88.8%). and New EPS (85%)”, says the report.
Regarding the simplicity and agility in the procedures for the services they require, users were satisfied with the steps taken in Coosalud (78.6%), Sura (73.4%) and New EPS (72.4%). Additionally, users of Sura (54.9%), Nueva EPS (54%) and Coosalud (51.5%) They expressed that they are totally satisfied with the treatment of the administrative personnel of the entities to which they are affiliated.
Many of the users consulted would recommend someone close to them, such as a family member or friend, to join their EPS. “94.6% of Sura users answered yes and 94.4% of Coosalud affiliates gave a positive answer.which shows their level of trust in these organizations, which, in turn, contributes to strengthening credibility within the health sector”, they highlight.
This survey is part of the monitoring and evaluation of quality management in health care, within the framework of the Mandatory Quality Assurance System (SOGC).
It should be remembered that the Mandatory Quality Assurance System aims to provide health services to individual and collective users in an accessible and equitable manner, from there it is clear that all the inhabitants of the country receive an optimal professional level, taking into account the balance between benefits, risks and costs. From the SOGC they analyze various components, including authorization, Audit, Accreditation and the Information System for Quality in Health. As established in Decree 1011 of 2006.
