Members' perception of the level of innovation in the drug dispensing

service provided by EPS Compensar at the CAF Nova Center

..........................................

Percepción del nivel de innovación en el servicio de dispensación de medicamentos,

prestado por la EPS Compensar en el Centro CAF Nova, por parte de los afiliados

Infante Rodríguez, Álvaro

Herrera López, Sebastián David

Charry Prada, Mauricio

ABSTRACT

Conceptually, innovation can be described as a

series of activities carried out with the purpose

of changing pre-existing elements, ideas or

protocols to improve them or create new ones

that have a positive effect on the market. The

objective was to establish the users' perception

of the drug distribution service provided by

EPS Compensar at the CAF Nova Center, the

methodology for the development of this study

had a quantitative approach, with a non-

experimental descriptive scope and

longitudinal design. The universal population

consisted of 3390 users of the center, from

which a sample of 345 users was obtained with

a confidence level of 95% and a margin of error

of 5%. The results obtained were the

characterization of the services provided in the

Greco and Nova centers in the years 2021 and

2022, as well as the evaluation of the

perception of innovation in the Nova

dispensing service as a result of the changes,

where it was possible to evidence the existence

Received: November 12, 2023

Approved: December 09, 2023

...........................................

Especialista en Gerencia de Proyectos

Corporación Universitaria Minuto de Dios

Bogotá, Colombia

Email: ainfanterod@uniminuto.edu.co

http://orcid.org/0000-0001-6774-7772

Especialista en Recursos Hídricos y Especialista en

Gerencia de Proyectos

Corporación Universitaria Minuto de Dios

Bogotá, Colombia

Email: sebastian.herrera-d@uniminuto.edu.co

http://orcid.org/0000-0002-6671-1484

Especialista en Gerencia de proyectos, Especialista

en Gerencia Financiera y Especialista en Gerencia

en Riesgos Laborales, Seguridad y Salud en El

Trabajo

Corporación Universitaria Minuto de Dios

Bogotá, Colombia

Email: mcharryp@uniminuto.edu.co

http://orcid.org/0000-0003-3464-9986

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

of a positive difference compared to the

previous CAF and the Nova CAF, it is

concluded that thanks to the changes made,

the users had a positive perception of the

services provided by the Nova CAF.

Keywords: organization, modernization,

organizational change, health service,

perception.

RESUMEN

Conceptualmente, la innovación puede

describirse como una serie de actividades

realizadas con el fin de cambiar elementos,

ideas o protocolos preexistentes para

mejorarlos o crear nuevos que tengan un efecto

positivo en el mercado, el objetivo a alcanzar

fue establecer que percepción tienen los

usuarios sobre el servicio de distribución de

medicamentos, prestado por la EPS

Compensar en el Centro CAF Nova, la

metodología para el desarrollo del presente

estudio tuvo un enfoque cuantitativo, con

alcance descriptivo de tipo no experimental y

diseño longitudinal. La población universal fue

de 3390 usuarios adscritos al centro, de la cual

se obtiene una muestra de 345 usuarios con un

nivel de confianza del 95% y un margen de

error del 5%. Los resultados obtenidos fue la

caracterización de los servicios prestados en el

centros Greco y Nova en los años 2021 y 2022,

como también se evaluó la percepción de la

innovación en el servicio dispensación de Nova

a raíz de los cambios, donde se logró evidenciar

la existencia de una diferencia positiva frente

al CAF anterior y el CAF Nova, se concluye que

gracias a los cambios efectuados se logró que

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

los usuarios tuvieran una percepción positiva

frente a los servicios prestados por el CAF

Nova.

Palabras Clave: organización,

modernización, cambio organizacional,

servicio de salud, percepción.

Introduction

To remain competitive, companies are constantly looking for ways to improve their

operations and products. This requires an innovative approach to management,

including the introduction of new products and services, the introduction of new ideas,

and the improvement of existing products and services. Know the product or service

inside and out, as well as the market, the company's value proposition and the desires

and requirements of its consumers, if it wants to be innovative with them. If a company

is not innovative and adaptable, it will likely fail and perish when customers look

elsewhere. This is why creative problem solving has become a necessity for every

modern company.

The changes brought about by globalization and technical progress have had a

profound impact on business and corporate management. Several variables, such as

changes in consumer tastes, legislation, government regulations, technology and even

competition, can serve as catalysts for innovation. It has been shown that companies

that devise new ways of marketing and delivering their goods or services are more

likely to succeed than those that simply try to improve on what already exists.

Now, user satisfaction is a concept related to the quality of care of any service. One of

these health services is the dispensing of medicines, which refers to the actions carried

out under the supervision of pharmacists from the time they receive a prescription or

request for a medicine until it is delivered to the user or patient, or if this is not

possible, to the professional responsible for its administration. In Colombia, this

service is governed by the Colombian Pharmaceutical Dispensing Law (Ministerio de

Salud y Protección Social, 2013).

The service is a means used by a company to interact with customers, it is a significant

tool, since its correct execution determines the satisfaction of a customer when it is

provided (Ariza Ramírez & Ariza Ramírez, 2015). Regardless of the degree of

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

industrialization of a country, services have the ability to have a great impact on the

economy. In the United States, this industry has grown faster than manufacturing in

the last three decades. In emerging economies, they accounted for 55% of GDP and

45% of employment in 2019. As they also account for an even larger share of growth

in the world economy of 75% (Gill, 2021).

One of the industries using this customer loyalty strategy is the pharmaceutical

industry. In Colombia, the concept of "pharmaceutical services" and its development

are relatively new in the Health System, this activity is focused on offering various

services such as the dispensing of medicines, production, regulation and quality, as

these end up being the complement and outcome of medical care, whether inpatient

or outpatient (Ifarma, 2013).

In a dispensing establishment (Bishop, 1980) of medicines to maintain good quality

(Peinovich et al., 2022), organization and equity in their services, it is an unavoidable

requirement the internal control of the company and innovation in them to achieve

success (Lopez Rodriguez et al., 2021). It plays a valuable role within an organization,

it consists of introducing a new product, a good, a service, an improved process or a

modern marketing or business method that can be applied to organizational practices,

external relations or the institution of work activities (OECD/European Communities,

2007).

As a consequence of the implementation of a healthcare model, ensuring patient access

to medicines has become a paramount issue for healthcare professionals, which has

necessitated the creation of pharmaceutical services (Turner et al., 2021) capable of

meeting the growing demand. In this area, the healthcare industry has seen the

emergence of new companies, such as pharmaceutical service operators, which are

responsible for the entire drug supply chain, from initial procurement to final

administration to the patient. As a consequence, different models of drug

administration have emerged, and each nation manages its own, with the Spanish

model being the best known Spanish model (Ifarma, 2013).

In the global context, the Spanish Ministry of Health (2018) mentions that the most

frequent errors related to the dispensing of medicines (Cadogan et al., 2016) are a

public health problem (Andrade Salazar & Rodríguez Romero, 2022) that can occur in

establishment dedicated to it to which changes must be made. In it, bad results or

unexpected failures may arise due to the lack of innovation in its processes (Johnson

et al., 2020), also, it states that the World Health Organization (WHO) records an

average of 42 million incidents related to patient safety each year, of which a part

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

corresponds to failures in the provision of its services (Sánchez Sánchez et al., 2022),

due to the lack of innovation.

In comparison with other nations, the United States does not offer universal health

coverage; fifty million Americans, representing 16% of the population, lack health

insurance. Pharmaceuticals and medical supplies, for example, are increasingly

expensive for vulnerable people. As a result, paying bills and other medical expenses

has become a major out-of-pocket expense. Disadvantaged communities continue to

lack access to basic health care, relying on emergency rooms to treat chronic diseases

and provide preventive treatment (Chemweno, 2021).

While, in Ethiopia, a study measured patient satisfaction with pharmaceutical services

and other features in public hospitals in the northwest of the country, these were found

to be above 50%. Users' sociodemographic traits had little influence on their level of

satisfaction, but their rating of uncomfortable private counseling places and waiting

areas was found to be negatively related to satisfaction (Molla et al., 2022).

Likewise, Saffaei et al (2021) in Isfahan, Iran in 2019 conducted a study where user

satisfaction of 209 community pharmacies was assessed. The measurement was done

by random selection, an average of five users were taken at different times of the day,

this was applied to those who finished the process of obtaining medicines in

pharmacies. The total satisfaction score in this study was 57% out of 100%. Some areas

of the community pharmacy, such as consideration of pharmacists, general

characteristics and technical capacity, showed satisfaction. However, the pharmacists'

indications, economic aspects and accessibility did not meet patients' satisfaction.

In Colombia, health care institutions must provide their services under the criteria and

requirements of Resolution 1403 of 2007, Conpes Document 155 of 2012, Resolution

3100 of 2018 and implement the ISO 9001:2015 Standard. In Resolution 1403,

Chapter II alludes to Pharmaceutical Service, where it is very incisive the responsibility

that the entities that provide these services must guarantee the attention to the users

under some parameters that are in the mentioned resolution.

The Ministry of Health and Protection (2022)represented in this case by the Vice

Minister German Escobar, explained that in 2021 more than 400,000 telephone calls

were made due to the pandemic because of the impossibility of entering homes; of

these 18,899 effective surveys were applied in 234 municipalities of Colombia at rural

and urban level, to users of all ages who are affiliated to the General System of Social

Security in Health (SGSSS) and who have used health services in the six months prior

to the application of the survey. The following findings emerge from the nationwide

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

study: EPSs in the contributory regime had an experience indicator of 77.56%, while

those in the subsidized regime scored 81.02%. The access indicator was 62.2%, with

the results for the EPSs of the contributory and subsidized regimes being 61.87% and

62.93%, respectively. Eighty-seven percent of the people who needed medicines said

that they obtained them the first time they asked for them, and almost all were satisfied

with the care received, as the percentage was 87.4%.

Compensar EPS (n.d.) shows on its website a route describing the dispensing of POS

and non-POS drugs. The institution, in compliance with the International

Organization for Standardization (2015) with the ISO 9001:2015 Standard,

systematizes all its processes and procedures in order to improve its quality standards

(Cruz Mican & Chaves Jones, 2022).

EPS Compensar is a health promoting company that serves more than 1,200,000

affiliates in the city of Bogotá, it has been in the highest EPS rankings for its good

attention (A. M. Sánchez, 2019); in the last evaluated quarter of 2021, users presented

a bad perception in the waiting time in pharmacy from the time they enter until the

delivery of medicines with 66. 2%, empathy on the part of the pharmacy staff

(understood as: greeting, looking you in the eyes while talking to you and providing a

warm farewell) with 76.9% and the comfort of the service area with 73.2.

Schumpeter established the notion of innovation in the late 1930s, and since then it

has served as an inspiration for authors in various fields. Since then, innovation has

become an essential need for companies. Schumpeter (1939) considered innovation as

a process of economic, social and cultural change, as well as one of the causes of

economic progress. He defined innovation as the introduction of new goods and

services into the market, the emergence of new methods of production and

transportation, the achievement of the opening of a new market, the creation of a new

source of supply of raw materials, and the modification of the management style of an

organization's operations. It further described innovation as modifying the

management of an organization's operations.

In 2018, the Oslo Manual changes its version, it introduced modifications to the

typologies of innovation (OECD/Eurostat, 2018), with this it is sought that

organizations can become more competitive and relevant in the market through

innovation. They may come to have the ability to lower manufacturing costs, thereby

boosting commercial profitability, or they may have the ability to add new features to

their goods and services. From this perspective, there are four types of innovation:

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

- Process innovation. This refers to a major change in a company's production or

distribution process, resulting in greater operational efficiency.

- Product innovation. This can be achieved by modifying production materials or

adding a significant improvement that further distinguishes it from the competition,

leading to a competitive advantage at best.

- Organizational innovation. Modifying its operational structure or realigning the

chain of command are examples of organizational innovation. In some situations it

may be oriented towards employee personalization, such as through the formulation

of individual incentives or the design of career plans tailored to each profile.

- Marketing innovation. This refers to changes in the promotion of the product being

promoted. This can include anything from a change in the brand or name of the

product, to its packaging, the way it is consumed or the way it is advertised and

disseminated to customers.

Miles (2011) considers that innovation in the service sector refers to the innovation

that companies, industries and other sectors bring to the provision of services, which

involves the creation of new or updated services. Product or service innovation is a

company's strategy to gain a competitive advantage in the marketplace. This can be

achieved in several ways, such as reducing production costs, distribution and

improving profits by focusing on customer satisfaction (Cardona et al., 2017). In this

sense, the product, whether it is a physical object or a service, represents the

company's image in the market and thus becomes a key component of its

competitiveness.

Herrera González & Hidalgo Nuchera (2019) state that "[...] innovation in the services

industry includes new services and new modes of production or supply of services, as

well as substantial changes in services, their production and delivery [...] The goal of

product innovation is to distinguish oneself from competitors, but the same degree of

divergence is not necessary. Companies use product and service innovation to reduce

production and distribution costs, increase sales and customer loyalty, among other

things, in order to remain competitive in the market (L. Sanchez, 2022). In this sense,

a company's brand image is reflected in its products or services and, consequently,

becomes a crucial element of its competitiveness. Product or service innovation can

preserve or increase a company's competitive advantage (Castro Monge, 2010).

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Materials and methods

For the development of the research project, a quantitative approach was selected,

which according to Hernández Sampieri et al. (2014) "[...] uses data collection to test

hypotheses based on numerical measurement and statistical analysis, in order to

establish patterns of behavior and test theories" (p. 4). With a descriptive scope that

according to Hernández Sampieri et al (2006) add that a descriptive study "seeks to

specify properties, characteristics and important features of any phenomenon being

analyzed. It describes trends of a group or population" (p.106), non-experimental

studies that are "[...] studies that are conducted without the deliberate manipulation

of variables and in which only phenomena are observed in their natural environment

and then analyzed" (p.205) and longitudinal design, which are "studies that collect

data at different points in time to make inferences about change, its causes and effects"

(p.205), since the present one is based on measuring the same service at two different

times. According to Poveda, et al, (2018). a methodology is proposed according to the

research approach.

EPS Compensar selected participants from among the 3,390 users registered in the

CAF Nova Center based on the inclusion criteria; these will be selected based on their

current affiliation to the EPS and their use of the previous CAFs and the new CAF Nova

Center during the months of July and August 2022. Thus, a sample of 345 users was

chosen, who were given the questionnaire over four weeks, from Monday to Saturday

between 8:00 am and 11:00 am.

For data collection, the services of an expert and professional interviewer were used to

conduct the telephone survey of the users. In response, the interviewer had to open an

Excel file. In each session, each of the calls was made, where the interviewer began by

identifying and greeting the user, then made a preamble explaining the purpose of the

survey, and finally, each respondent is read the informed consent, and if he/she

accepts it, the interviewer continues applying the survey. Each respondent's data is

entered directly into the Excel file provided by the EPS.

After receiving the data, they were tabulated using Excel software, which allows

mathematical calculations, can be used as a database because it is easy to use and has

statistical functions that facilitate a variety of calculations. In addition, it allows data

to be transferred to other statistical programs after data collection (Weisstaub, 2021).

Weisstaub (2021) explains that the data analysis tool Microsoft Excel offers a wide

variety of information processing options, its spreadsheets allow data analysis and

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

statistics, and the information of each respondent in this case can be managed and

interpreted more easily thanks to its functionalities such as graphs, pivot tables,

histograms, etc., which makes it an ideal tool for analyzing survey results. Excel is a

very complete application for data management, value calculation and information

analysis. Its functions include data analysis tools, which allow you to study statistical

or technical data in a time- and resource-efficient way.

Due to the use of surveys in the research, which requires the collection of data from

persons of legal age, only questions that do not compromise the moral, psychological,

physical or sexual integrity of the individual will be asked. Although the contents of a

consent form will be read to each participant, it will be up to him/her to decide whether

or not to participate. In accordance with the Declaration of Helsinki (Manzini, 2000),

this study takes into account ethical considerations, since it is based on information

provided by human participants.

Consequently, this research was conducted in accordance with ethical principles, with

the utmost respect for the dignity, rights and well-being of the respondents, as well as

for the confidentiality of their personal information.

People who used the services of the CAF Compensar center and the CAF Nova facility

participated in the research. Informed consent will be read by telephone, and

participants will have prior knowledge of the objectives of the study and clarity about

the use of the information collected, which will be for academic purposes only. The

researchers will guarantee anonymity, privacy, autonomy and respect for the human

dignity of the participants, for which the informed consent document was prepared

according to the nature of the study.

On the other hand, the assessment framework was defined for the perception of

innovation in drug dispensing service processes, based on the measurement carried

out in the year 2021 through the instrument created by the Compensar EPS experience

team. Based on this, and in the new point of care, the same survey is applied, with

which the results will be compared, which will allow verifying whether there is a

perception of improvement, or not, regarding the components of the service.

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Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

Table 1. Guide to find the Overall Rating

Enunciados

Aplicación Escala

de Likert

Valor de Ítem

de la escala

Total de

respuestas

por item

Valoración

por factor

Valoración

global

Enunciado

Muy insatisfecho

Valor 1

C1*D1

Valor%

Insatisfecho

Valor 2

C2*D2

Poco satisfecho

Valor 3

C3*D3

Satisfecho

Valor 4

C4*D4

Muy satisfecho

Valor 5

C5*D5

To find the overall values for the years 2021 and 2022, it is necessary to perform the

following steps with the aggregate results of the surveys applied, as shown below.

1. An Excel table containing 6 columns from A to F and 7 rows, as shown in Table 3,

should be prepared.

2. The first column (A) is where the statements will be found, these correspond to each

item of the instrument applied (survey).

3. Column B contains the statements of the Likert scale from Very Dissatisfied to Very

Satisfied, as shown in Table 3.

4. Subsequently, column C is given an ascending value from 1 to 5 for each statement of

the scale in column B.

5. Column D records the total number of responses obtained in the data collection for

each item, as shown in Table 3.

6. To find the Values per factor (Column E), multiply the values in column C by column

7. To find the overall value (Column E): this is equal to the sum of the values in column

C (ΣValue1:Value5), which is divided by the highest value of the Likert scale values

(Column c) multiplied by the sum of the factor values in column E (Σ(C1*D1:C5*D5)),

then the result of this column is formatted as a percentage cell. In summary, the

equation would be =Σ(Valo1:Valo5)/(C5*( Σ(C1*D1:C5*D5)))

After performing the above operation and having the overall values of each of the

questions of the applied instrument, we proceed to perform the following actions as

shown in Table 2, which led to the achievement of the general objective, which allowed

the measurement of the perception of the level of innovation in the service of

dispensing medicines:

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

Table 2. Guide to find the Total Global Rating

1. Pregunta 1

V G*

V G

B-C

2. Pregunta 2

V G

B-C

3. Pregunta 3

V G

B-C

4. Pregunta 4

V G

B-C

5. Pregunta 5

V G

B-C

6. Pregunta 6

V G

B-C

7. Pregunta 7

V G

B-C

Valoración global en el servicio

= Promedio(D1:D7)

Results

In order to achieve the objective of identifying the innovation that has created the

medicine dispensing service provided by EPS Compensar in the CAF Nova center with

respect to the "El Greco" point of care, it was necessary to show the specifications of

this center as shown in Table 2. In the year 2021, in the month of November, an

evaluation of the services provided by Audifarma's CAF centers was carried out; this

Firm is the one that manages the different medicine dispensing points of EPS

Compensar in the city of Bogota. This study consisted in applying a structured survey,

which was applied by telephone between November 09 to 19, 2021, in order to

determine the level of satisfaction associated with the service provided by the CAF El

Greco Center. The population under study were active members of the Complementary

Plan, Health Benefits Plan and Subsidized Regime, women and men between 18 and

70 years of age. The universal population was 4355, the sample was taken from 115

affiliates, with a confidence level of 95%, standard error was 9%, the measurement

scale was represented in quantification from 1 to 5.

Taking into account the results, it was decided to expand the network of CAF Centers,

with the construction of the CAF Nova center located at Cra 57 No. 45-14 LC Norte,

Barrio El Salitre in an area of 600 m², where the CAF El Greco Center was moved in

its entirety, the new center was designed with inclusion, exclusivity and the needs of

the users of the environment in mind, in addition to complying with the regulations.

The physical characteristics of the structure were evaluated taking into account

Resolution 10911 (Ministry of Health, 1992) and Resolution 1403 of 2007 (Ministry of

Social Protection, 2007), where everything related to care and administration areas,

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ceilings, walls, lighting, ventilation systems, electrical infrastructure, as well as storage

conditions and systems are foreseen.

Regarding human resources, it was structured following the guidelines given in Decree

780 of 2016 (Presidency of the Republic of Colombia, 2016), Resolution 1478 of 2006

(Ministry of Social Protection, 2006) and Resolution 1403 of 2007 (Ministry of Social

Protection, 2007). The center has 27 Front and 10 work stations, where 40

collaborators rotate for the attention of the Caf and other tasks required by a drugstore,

from Monday to Friday from 7 am. to 7 pm. and Saturdays from 7 am. to 3 pm.

In terms of equipment, functional, adequate and inclusive equipment was installed,

including special shelves for handling quantities and quality, properly calibrated

thermohygrometers with their corresponding records, and of course refrigeration

systems for items requiring a cold chain, etc.

Table 3. Comparison of CAF El Greco Vs CAF Nova centers

Comparativo entre los centros CAF Greco y Nova de Audifarma

El Greco

Nova

Área

El centro CAF Greco estaba construido en un área de 260

m², consta de solo una planta distribuida en 60 m²

destinados a sala de espera y 200 m² para almacenaje de los

medicamentos.

El centro CAF Nova está construido en un área de 600 m²,

consta de dos plantas distribuida en 200 m² destinados a

sala de espera y 400 m² para almacenaje de los

medicamentos.

Talento Humano

La planta de personal estaba compuesta por un Coordinador

Administrativo (Regente de Farmacia) y 12 auxiliares.

La planta de personal está compuesta por un Coordinador

Administrativo (Regente de Farmacia), 1 Auxiliar

Administrativo (Auxiliar de regencia de Farmacia), 22

auxiliares, 1 orientador de servicio, 1 Auxiliar de servicios

generales y 1 Guarda de Seguridad.

Flujo de atención

Ingreso a la farmacia y toma de ticket en el digiturno tomaba

4 min., luego la espera en la sala y llamado del turno 45 min

y por último llamado del cajero y dispensación del

medicamento 11 min., para un total de 60 minutos en la

dispensación del medicamento.

Ingreso a la farmacia y toma de ticket en el digiturno toma 1

min., luego la espera en la sala y llamado del turno 12 min. y

por último llamado del cajero y dispensación del

medicamento 7 min., para un total de 20 minutos en la

dispensación del medicamento.

Características del personal

El personal seleccionado para laborar debía cumplir criterios

como ser auxiliares de regencia de farmacia y auxiliares de

enfermería.

El personal seleccionado para laborar debía cumplir criterios

como ser auxiliares de regencia de farmacia y auxiliares de

enfermería, al igual con unas características especiales como

la eficiencia, rapidez, presentación personal y atención al

usuario.

Confort en las instalaciones

Sala de espera general con un área de 60 m²

Un área de 200m² donde existe una sala general, una

preferencial y una VIP

Aseo y Orden en las instalaciones

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No contaba con personal de servicios generales, los mismos

auxiliares deben realizar el aseo de las instalaciones.

Cuenta con una persona de servicios generales, quien se

encarga únicamente de realizar el aseo de las instalaciones.

El centro no disponía de baños para el público

El centro cuenta con un baño para hombres, un baño para

mujeres y un baño para personas discapacitadas.

Contaba con un área de 200 m² con 11 estantes doble tope

que permite almacenar carga seca y 6 estantes industriales

que permiten el almacenaje de productos alimentarios.

Cuenta un área de 400 m² con 24 estantes doble tope que

permite almacenar carga seca y 18 estantes industriales que

permiten el almacenaje de productos alimentarios.

Señalización dentro de la farmacia

La sede contaba con una señalización básica demarcando las

diferentes secciones

La sede cuenta con señalización especial en idioma español y

braille para personas invidentes, además cada área esta

demarcada para que los usuarios puedan orientarse.

Note: Information provided by A. Infante (Personal communication, October 15,

2022).

The above shows a comparison between the two centers. Table 3 shows the differences

in each of the centers, the area in m² is increased by 2.3 times in the CAF Nova center

in relation to the CAF El Greco center, which allows users to enjoy more space,

equipment, comfort and better access routes for the provision of services. The aim was

to speed up access to users and serve them as quickly as possible. The novelty of the

Nova Center was its ample spaces, which allow users to manage their time and find

what they need easily and quickly, something that cannot be seen in the CAF El Greco

center due to its reduced space.

In terms of human resources, CAF El Greco had a formulation indicator of 400 units

per day, while CAF Nova 1200 units per day, with a projection of 2500. These

productivity results are due to the work distribution of the team. At El Greco, the

workers had to perform different activities, from cleaning the facilities and their

workstations to guiding the users, making their formulation productivity low, since

the 12 assistants produced 400 formulas per day, which means that each one produced

33.3 formulas per day.

While, in the CAF Nova, the formulation indicator is currently 1200 units per day,

which means that each of the 22 assistants produce 54.5 formulas per day. The above

result is due to the distribution of activities, since each auxiliary is dedicated to the

formulation process, the center now has an administrative assistant who is in charge

of managing the backlog and ensuring delivery of medicines within 48 hours, a

security guard, who is attentive to any situation that affects the service, a person in

charge of cleaning the facilities, as well as a service counselor who is responsible for

guiding the user to the use of the service; innovate the distribution of activities in a

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

work team, through a leadership that changes the characteristics of the activities, as a

result will improve satisfaction, empathy among the team and therefore productivity

and performance.

The flow of attention in El Greco was 60 minutes, while in the Nova Center it is now

20 minutes as can be seen in table 2, these results were achieved thanks to the changes

made in the work team. Thinking that the services provided by the CAF Nova must be

of the highest quality, a work team had to be formed, therefore it was established that

to belong to this team at the time of selection and recruitment of each of its members

had to meet special criteria, such as a high service attitude, high knowledge and

experience in the field, agility and efficiency, another criterion that was taken into

account was personal presentation, the previous set was essential on the one hand in

productivity and on the other hand the empathy with the users.

Regarding the comfort of the facilities of the CAF El Greco Center, it had a room of 60

m² where 6 tandem X 4 were located, in the CAF Nova it became a space of 200 m²

where the general room was installed with 12 X 4, a preferential room with 4 tandem

X 3 and a VIP room with armchairs and armchairs. In this new design, comfort and

decoration were taken into account to create a more welcoming environment for users.

In addition to these improvements, three sanitary units were installed, one for men,

one for women and one for people with reduced mobility, with inclusivity in mind.

The cleanliness of the pharmacy is vital, as the aim is to project an image of neatness,

asepsis, cleanliness, sanitation and professionalism. To this end, the CAF Nova center

currently has a person who is responsible for ensuring that the facilities are clean and

tidy, thus guaranteeing that the environment of the facilities is safe and healthy. On

the other hand, the medicines and other items dispensed must meet strict cleanliness

and maintenance requirements. It should be clarified that the CAF El Greco center did

not have this position in its work team.

In terms of organization, the El Greco CAF had an area of 200 m² with 11 double-top

shelves for storing dry cargo and 6 industrial shelves for storing food products, but due

to the small size of the facilities it was prone to overcrowding. The CAF Nova has

an area of 400 m² with 24 double shelves for storing dry cargo and 18 industrial

shelves for storing food products. Medicines are organized alphabetically, this

classification model happens to be one of the oldest and most used, medicines are

sorted by name without taking into account any other specification of the medicines,

it is the oldest and most used classification, it is sorted in alphabetical order from A to

Z, without taking into account any classification of the medicine only its name. On the

other hand, the medicines that require refrigeration at the CAF El Greco had only one

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

refrigerator; at the CAF Nova, there are three refrigerators and a freezer to guarantee

the cold chain for medicines that require a cold chain.

The population of Compensar EPS has between 7% to 9% of people with disabilities,

so the CAF Nova center was built with inclusiveness in mind and thus reduce

inequality gaps. Users with this type of conditions will be able to be autonomous

because the facilities allow it due to their signage. The CAF Greco did not have this

type of signage, as the small size of the facilities prevented it. With these changes, the

CAF Nova Center became one of the most exclusive and unique in the city of Bogota

and even in Colombia.

When comparing the measurement results of the years 2021 and 2022, it was evident

that in question 1 the CAF El Greco obtained an overall rating of 66.2%, while in the

CAF Nova it was 81.9%, which shows progress in the improvement, as shown in Table

12. In item number 2, concerning friendliness, 80.6% was obtained in the first and in

the second and 80.9%, where there was also improvement; in item 3 it can be

evidenced that there was 76.9% while in the second the results were 81.2% where

progress is presented; in question 4, in the year 2021 it was found that the results

showed 86.1% and in the year 2022 80.0%, which represents a decrease in the process.

In question 5 it was found that in the year 2021 the result was 73.2% while in the year

2022 it was 81.7%, which means that there was a representative improvement. In item

6 for the year 2021 it was found that in the CAF El Greco Center it was 85.3% and in

the year 2021 the CAF Nova was 80.9% where there was regression, as well as in

question 7 in the year 2021 of 82.6% while in the year 2022 it was 80.9%. The

comparative results show a predominance of improvement in the two results, see

Table 2.

Table 4. El Greco CAF Center 2021 and Nova 2022 Measurement

El Greco 2021

Nova 2022

Escala

Valor

Respuestas

Valoración

por factor

Valoración

global

Respuestas

Valoración

por factor

Valoración

global

1. Tiempo de

espera en

farmacia desde

que ingreso hasta

la entrega de

medicamentos

Muy

insatisfecho

66,2%

81,9%

Insatisfecho

Poco satisfecho

Satisfecho

144

312

1248

Muy satisfecho

100

165

2. Amabilidad

en la atención

Muy

insatisfecho

80,7%

80,9%

Insatisfecho

Poco satisfecho

102

Satisfecho

172

300

1200

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Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

El Greco 2021

Nova 2022

Muy satisfecho

190

150

3. Empatía por

parta del

personal de la

farmacia

(entendiéndose

como: saludo,

mirarle a los ojos

mientras le

hablan y brindar

una despedida

cálida)

Muy

insatisfecho

76,9%

81,2%

Insatisfecho

Poco satisfecho

120

Satisfecho

212

317

1268

Muy satisfecho

110

120

4. Claridad en

la información

sobre los

medicamentos

entregados

respecto a

nombre,

cantidades según

formula

Muy

insatisfecho

86,1%

80,0%

Insatisfecho

Poco satisfecho

Satisfecho

345

1380

Muy satisfecho

330

5. Comodidad

del área de

atención

Muy

insatisfecho

73,2%

81,7%

Insatisfecho

Poco satisfecho

Satisfecho

315

1260

Muy satisfecho

220

150

6. Aseo y

orden de

instalaciones

Muy

insatisfecho

85,3%

80,9%

Insatisfecho

Poco satisfecho

102

Satisfecho

330

1320

Muy satisfecho

345

7. Señalización

dentro de la

farmacia

Muy

insatisfecho

82,6%

80,9%

Insatisfecho

Poco satisfecho

Satisfecho

320

330

1320

Muy satisfecho

125

Taking into account the previous comparison, the overall values in percentage of each

question were extracted from the results of El Greco year 2021 and Nova year 2022;

then the difference between the two was found, these results were added and then

averaged and the result of this exercise was the overall assessment of the service as

shown in Table 5.

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

Table 5. Comparison of El Greco Vs Nova measurement and overall service rating

Preguntas aplicadas

2021

2022

Diferencia

1. Tiempo de espera en farmacia desde que ingreso hasta la entrega de medicamentos

66,30%

81,90%

15,70%

2. Amabilidad en la atención

80,70%

80,90%

0,20%

3. Empatía por parte del personal de la farmacia (entendiéndose como: saludo, mirarle a

los ojos mientras le hablan y brindar una despedida cálida)

76,90%

81,20%

4,30%

4. Claridad en la información sobre los medicamentos entregados respecto a nombre,

cantidades según formula

86,10%

80,00%

-6,10%

5. Comodidad del área de atención

73,20%

81,70%

8,50%

6. Aseo y orden de instalaciones

85,20%

80,90%

-4,30%

7. Señalización dentro de la farmacia

82,60%

80,90%

-1,70%

Valoración global en el servicio

2,40%

Conclusions

With regard to the general objective, which was to establish the users' perception of

the medicine distribution service provided by EPS Compensar at the CAF Nova Center,

the measurements taken in 2021 and 2022 were taken into account, and the difference

between one study and the other was subsequently found, In general terms, it was

found that the average user satisfaction for El Greco and Nova was 2.40%, which

means that there was progress in the process, but not significant, which should lead to

evaluate the real impact of the changes made in the process. This calculation was

determined through a simple average taking into account the results of each item

evaluated by the users.

To answer the research question, it can be said that after having carried out the

exercise, in general terms, it yields a result of improvement in perception (2.54%),

which is not really significant, understanding that not all the items evaluated showed

an improvement in perception.

After the exercise it can be concluded that a company that promotes innovation will

achieve a positive perception of its customers (López Rodríguez et al., 2021), in order

to be competitive and achieve long-term success, not only because it anticipates and

adapts to changing market conditions, but also because it attracts and retains its

customers and consumers.

Members' perception of the level of innovation in the drug dispensing service provided by EPS Compensar at the CAF Nova Center

Vol 4 - No 1 January - June e-ISSN 2745-1194 Pages 30-58

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