CAMCEL’s service to its members is part of the “CAMCEL Closer” Program
Both the criticisms, concerns and suggestions of the users of the Cerro Largo Medical Cooperative are addressed either by the Office that handles them or, failing that, in more complex cases, by the Board of Directors.
During extensive opening hours, which extend between 8 a.m. and 8 p.m., from Monday to Friday, users or their families are received personally.
In addition, tours are carried out through the hospitalization areas so that exchanges and spaces to receive different types of proposals are also generated there.
This policy of approaching members is part of the CAMCEL Closer Program implemented by the institution.
“It is a service that has been in operation for many years within our institution. There we receive every day all users with different problems. People come to request anything from an hour for medical attention to raise a problem, a complaint, a claim and also make suggestions.” counted Yisel Ganem.
“It is the space they have when they have some problem or when they need something and do not have access. There they are listened to and we are always the link with the rest of the institution, with the Board of Directors and with the other colleagues, to solve the different problems that arise” he stated.
User Service and Coordinations operates from Monday to Friday from 8 a.m. to 8 p.m.
“Sometimes when people have a problem they go to other areas that are not the most appropriate, therefore, it would be good for them to approach Customer Service because it is a place where they will be heard and we will always try to give them a solution” said. “That is the objective of the service, that is what we are dedicated to. We wait for you, you never bother and you will always be welcome there” he added.
This is a service provided by CAMCEL that is widely used by its members. “We have people who go once and always come back. If there is any inconvenience, users come forward to ask us things” said the Head of User Services and Coordinations of the Medical Cooperative.
Suggestions, complaints, claims and any other type of inconvenience that people have can be raised in this area from where, later, the corresponding referrals will be made. “Sometimes they go there because they are leaving the medical consultations, they have doubts about the coordination and what they have to do” he pointed out.
“Now everything is computerized, people do not leave like before with the prescription where radiology was indicated. Currently, since everything is in the system, they leave without anything written, only with what the Doctor told them and with what they could understand. When they get there, they are referred to coordinations with the Identification Number, they look at the system and there they can see everything that the specialist or professional requested to carry out all the coordinations” explained Yisel Ganem.
DAILY VISIT TO THE INTERNATIONAL AREA
“Another function that we also have with User Service is the daily tour of the Rooms” he remarked. “Users should not be surprised when they see the officials because there are colleagues who make the rounds every day to find out how they are, how everything is working. That is a very good opportunity for people to be able to express if they are dissatisfied with something or if they suggest something.” express.
“It should not necessarily be just raising disagreement but also raising suggestions that we miss, we don’t notice them, but that other people make us see” he stressed. “That is very good, we ask you to do it because you have the possibility to do so. CAMCEL Closer, we are every day trying to be next to people to solve problems and improve day by day. That is the greatest objective” said Yisel Ganem, Head of User Services and Coordinations at CAMCEL.
