Improving Primary Health Services and Their User Experiences from Improving Their Logistic and Operational Management

摘要

Facing the dissatisfaction of the users of the public healthcare services, the Chilean government required a study to determine the main reasons the health services were extremely bad evaluated. This article describes the first part of this study, showing the process to achieve a diagnosis and conclude that the bad evaluation is a mixture of three key points: Uncertainty with having one of the morbidity appointments, inefficient management showed to the users, and long and uncertainty waiting time to get a referral to secondary/tertiary health services. Beyond the solution of implement an EMR, this article presents main directions for designing a solution that considers the key points we found.