Implementación de estrategias de mejora continua en la Clínica Suportamed: enfoque basado en indicadores de calidad.

Abstract

INTRODUCTION: Quality in health services represents a strategic axis to guarantee patient safety, operational efficiency and user satisfaction. Clínica Suportamed, committed to continuous improvement, has undertaken a process of institutional strengthening through the implementation of strategies based on quality indicators, with the purpose of consolidating an organisational culture oriented towards excellence. OBJECTIVE: To evaluate the current performance of the Suportamed Clinic and strengthen the implementation of a continuous improvement model, based on validated quality indicators, in order to optimise the care and administrative processes and sustainably increase the satisfaction of users and health personnel. METHODOLOGY: Mixed descriptive-analytical study, carried out between May and July 2025. Structured surveys were applied to users and health personnel, with statistical analysis using normality and Spearman correlation tests. Key indicators such as overall satisfaction, waiting time, culture of continuous improvement, institutional communication and perception of resources were validated. Data were triangulated with observations and institutional documentary analysis. CONCLUSION: The results show a favourable institutional performance, with high levels of satisfaction and a developing organisational culture. Strengths were identified in communication and the work environment, as well as opportunities for improvement in waiting times and systematisation of adverse events. The proposed model, based on monitoring indicators, training, active listening and staff recognition, is a replicable strategy for quality improvement in other health facilities.