Estrategias de experiencia del servicio en Coopsana IPS

Abstract

This research was conducted at COOPSANA IPS. The goal was to solve the following question: What strategies should Coopsana implement to generate in its staff a culture aligned to the user experience? For its development, organizational aspects such as strategy, values, principles and culture were taken into account in order to identify existing gaps in health care delivery services and to take the necessary and sufficient actions in this process to close such gaps. A SERVQUAL survey was applied to a population of 83 people: 43 users, 40 employees. It was concluded that the level of user experience in Coopsana IPS is similar to that perceived in the health sector, however, there are gaps in some capacities that must be addressed from strategic actions in order to establish a culture with greater adherence to the industry expectations.