Operational audit applied to the Social Attendance department of the Decentralized Autonomous Government of the canton of Junín

Abstract

DOI: https://doi.org/10.46296/rc.v7i14.0305

The efficiency of the provision of social assistance services and its impact on the community is very important, making it a challenge not to have patient absenteeism from scheduled appointments. If there is absenteeism, there is an underuse of resources and a delay in the provision of necessary assistance. In the context of the "Bienestar Junín" medical appointment scheduling system, implemented by the Decentralized Municipal Autonomous Government of the Junín Canton, absenteeism represents a notable obstacle to the effectiveness of social assistance services. The study focused on the application of the Operational Audit (OA) to identify areas that need improvement and provide recommendations for the optimization of the internal processes of the Social Assistance department. The methodology that was implemented was process analysis using the flowchart tool, key performance indicators (KPIs) to evaluate efficiency and the cost-benefit analysis technique to evaluate effectiveness (reA), identifying the origin of the problem in shift scheduling, staff efficiency and resources used, the need for adjustments in the management of the patient care process, cost-benefit estimation to improve shift scheduling. It is proposed to establish performance indicators to monitor the management of the care system in order to mitigate the problem of scheduling medical appointments. Process management proposes a replicable and scalable performance model that can be adopted by other similar systems in different contexts.

Keywords: Operational audit, Process management, Social assistance.