TRABAJO DE FORMACIÓN LABORAL (CONSUMIDOROLOGIA)
YOLEITZA SORACA
CENTRO INCA
PROGRAMA AUXILIAR AUXILIAR DE ENFERMERÍA
MODULO ATENCIÓN AL USUARIO
CÓDIGO: 505
BARRANQUILLA, 0!"
1
TRABAJO DE CONSULTA (CONSUMIDOROLOGIA)
YOLEITZA SORACA
PARTICIPANTES: T#AYS P$REZ ELIET# ANGULO LINDA BUEL%AS %ALERY BALLESTERO
PROGRAMA AUXILIAR DE ENFERMERÍA
CENTRO INCA
MODULO ATENCIÓN AL USUARIO
CÓDIGO: 505
BARRANQUILLA, 0!"
2
TABLA DE CONTENIDO
PAG.
INTRODUCCIÓN&&&&&&&&&&&&&&&&&&&
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OBJETI%OS GENERALES&&&&&&&&&&&&&&&
5
OBJETI%OS ESPECÍFICOS&&&&&&&&&&&&&&
5
CONSUMIDOROLOGIA&&&&&&&&&&&&&&&&
"
GLOSARIO&&&&&&&&&&&&&&&&&&&&&
PREGUNTAS&&&&&&&&&&&&&&&&&&&&
,*,+
CASO&&&&&&&&&&&&&&&&&&&&&&&
+
CONCLUSIÓN&&&&&&&&&&&&&&&&&&&&
!0
ANEXOS&&&&&&&&&&&&&&&&&&&&&&
!!
E%IDENCIAS&&&&&&&&&&&&&&&&&&&&
!
BIBLIOGRAFÍA&&&&&&
!
INTRODUCCIÓN 3
E- ./123.1436 6278 914.423. 8 -2 -8;2 9- 9<8 F4-68 43=27814>3 ? @746 944;4 -8 86314>3 8148 -7362. @8641/-8. 9 7838 7. =418 S /- 1898 7. =418 8 79498 / -8. 688. ? -8 43=27814>3 123 -8. / 643 / -4948 . /-3 7. =874-48. L2. .6/942. 9 71892 32 32. @7463 =27/-8- @;/368. 8- ./123.1436 9- 123./7492 #8? /38 18 / .@88 -2 / 172. / 872. 3 1/8362 123./7492 ? -2 / 8-736 ./19
E- ./123.1436 @=4 -8 683/4-4989 L8 43=27814>3 3/8 . /38 94=41/-689 S4 ?8 1232172. /3 @29/162, 3/.62 ./123.1436 32. 81 1 / 8/- 32. ;/.68 7.
L8 72 7838 9 967438 .4 /3 @29/162 =/3142388 . @23-2 8 @/8 3 .46/81423. 8-. ? 2.8 / ./19
4
OBJETIVOS GENERALES D8 8 12321 - /3 .4142 / . - @/9 4398 8- /./842 B4398 9 -8 72 86314>3 8- /./842 E3639 / 3/.68 -82 .47@ . /3 3=4142 @88 - 1-436
OBJETIVOS ESPECÍFICOS •
T3 127@274.2, .36492 9 @633148, -8-689,
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5
CONSUMIDOROLOGIA S4 9872. / -2. .6/942. 9 71892 94163 -8. @8/68. 9 3/.62 3;2142, -2 7. .;/2 . / .672. 12764392 /3 ;8 2 Y . / -2. .6/942. 9 71892 32 .23 18@81. 9' @914 - 127@26874362 9 -2. 123./7492. @2/ . 8-3 9 14642. 892. L8 78?2<8 9 -8. 127@8<8. / 813 ? 9@39 9 43.64;81423. 9 71892 13 / 123213 72 -8. 726481423. ? 1239/168. 9 ./. 1-436., @2 32 . 1462 E- ./123.1436 6278 914.423. 8 -2 -8;2 9 6292 - 9<8 =4-68 43=27814>3 ? @746 944;4 -8 86314>3 8148 -7362. @8641/-8. 9 7838 7. =418 L2. .6/942. 9 71892 32 32. @7463 =27/-8- @;/368. 18- ./123.1436 9- 123./7492 1/8392 3 /38 43.64;814>3 @.36872. 848. 2@1423. 8 -2. @86414@836., . @2.4- / .62. . .43683 8/7892. O62. -7362. / 3683 3 /;2 1/8392 627872. 914.423. 8- 127@8 .23: -2. 8278., -8. 188. 9 -8. 7/. 874.62.8., - @142 431-/.2 -8 -/ ? -8 67@86/8 L8 72 9 7838 9 967438 .4 /3 @29/162 =/31423848 . @23-2 8 @/8 3 .46/81423. 8-. ? 2.8 / ./19 S4 ?8 1232172. /3 @29/162 3/.62 ./123.1436 32. 81 1 / 8/32. ;/.68 7. E- ./123.1436 @=4 -8 683/4-4989, -8 43=27814>3 3/8 . /38 94=41/-689 #8? 7/12. =8162. / 438-4983 -2. .6/942. 9 71892 O.8 - 127@26874362 9 -2. 97. . 7/12 7. =1642 / 81 @;/368.
6
GLOSARIO
FOCUS GROUP: E. /3 127@26874362 9- 123./7492 L2. ;/@2. =218-. .23 /64-4892. @88 3=218. 2 H@-28 /3 @29/162 2 /38 186;2<8 9 @29/162. 3 @8641/-8 PERPLEJOS: @.238 Q/ .6 123=/.2 ? 9.12316892 ? 32 .8 -2 / 9 81, @3.8 2 914
-8 7/1818 .688 /3 @212 @@-8 8.4.6 @@-2 8- 9.31893874362 9 -8. 78?2. 68;948. . /9> @@-2 836 ./ 327874362
AZAROSO: Q/ 643 8/39836. @1831., 4.;2., 12368647@2. 2 94=41/-689.
.;/8736 21/-688 /3 @8.892 882.2 643 /38 4.6248 -8;8 ? 882.8 --> /38 498 882.8 /38 -814>3 882.8
PREGUNTAS: A. Como está est!"t!#$o e% $et#me'to $e se()")o $e #te'")*' #% "%)e'te+ D4114>3 3814238- 9 86314>3 8- /./842 (34- 1368-K B2;26), @2=.42389 86314>3 8- /./842 (34- 1368-KB2;26), 8/H4-48 9 86314>3 8- /./842 (!* ;4238-.)
B. ,!e est#te-)#s $e )$e#%)#")*' $e "%)e'tes #&%)"# %# em&es#+ D362 9 -8. .686;48. 12367@-898. @88 -8 498-4814>3 9 -2. 1-436. . 31/368 @.68 /3 .4142 123 18-4989 8 =43 9 .864.=81 -8. 31.4989. 9 -2. 1-436. 3 1/8362 8 -2. .4142. 9 .8-/9 /492. 123 - =43 9 47@8168 3 ./ 18-4989 9 498 C. Po/!e %os 0!o'es $e s!-ee'")#s "o't)0!1e' #% me2o#m)e'to $e #te'")*' $e #te'")*' #% "%)e'te+ L2. /23. 9 ./;3148. 12364/?3 /38 874368 .418 ? . /64-48 @88 12-168 43=27814>3 .2 - 34- 9 .864.=8114>3 9 -2. /./842. 9 81/92 8 -8 @.6814>3 9 -2. .4142. 123 - =43 9 12321 ./. 43/46/9. ? @29 8-48 @-83. 9 728
D. C!e't# %# em&es# "o' !' "#%% "e'te+ 3,!4 e5&e)e'")#s 6# te')$o %# em&es# #% es&e"to+ 7
S4 1/368 123 /3 18-- 136 - 1/8- . 31/368 /41892 3 B2;26 N4C368-, 9 -8. H@43148. / -8 EPS 8 63492 123 -8 47@-736814>3 9- 18-- 136 31236872. -8 49364=41814>3 9 =8-3148. 9 81/92 8 -8. /8. @.36898. @2 -2. /./842. @2 -8 @.6814>3 9 .4142. 9 -8. IPS, 123464392. 897. 3 /38 874368 9 728 8- 4;/8- / />3 9 ./;3148., . 47@26836 7314238 / 8 68. 9- 18-- 136 32 .2-2 . 143 /8. .432 43/46/9. 9 -2. /./842., .2-4146/9. 9 43=27814>3, =-414681423. 36 262.
E. Po/!e se &)e$e !' "%)e'te+ L2. 1-436. . @493 .418736 @2 43.864.=8114>3 @2 -8 86314>3 @.6898 ?8 .8 3 -8 IPS 2 8 ./ 3 -8 EPS, .4 43 . 1462 1/8392 /3 1-436 2 /./842 . 8118 8 /38 364989 9 .8-/9 . ->;418736 @2/ /4 /3 .4142 @88 -8 728 9 ./ 18-4989 9 498, - .364 / ./. 912. .23 /-3892. 2 32 /2 /38 86314>3 891/898 .6 @/9 12364. 3 -8 @4314@8- 18/.8 @88 @9 8 .6 1-436
F. ,!e es&e#' %#s em&es#s $e s!s t#0#2#$oes # 0)'$# !' 0!e' se()")o #% "%)e'te+ T298. -8. 7@.8. .@83 9 ./. 688892. 127@274.2, .36492 9 @631<8 123 -8 7@.8, -8-689,
[email protected]4-4989 123 - =43 9 4398 /3 .4142 ;862 8 -2. 1-436. 123 - =43 9 / .68 . 8 =-892 3 -8 /38 @.6814>3 9- .4142 @7464392- 8 -8 364989 12321474362 8 34- 3814238-
G. Co's!%te ot#s em&es#s # ')(e% e-)o'#%7 '#")o'#% e )'te'#")o'#% /!e te'-# %# m)sm# #"t)()$#$ e"o'*m)"# # est#0%e"e $)8ee'")#s e' e% m#'e2o $e #te'")*' #% "%)e'te+ D362 9 -8. 7@.8. 123./-6898. 1272 -2 .23 7/6/8- ., CAJACOPI -8. 1/8-. 9.82--83 -8 74.78 81644989 123>7418 / SALUD%IDA EPS . @/9 493148 / 32 H4.63 7/18. 94=3148. 3 1/8362 87832 9 86314>3 8- /./842 634392 3 1/368 / 6298. 1/3683 123 /3 9@8687362 9 86314>3 8- /./842, 6298. 78383 />3 9 ./;3148., 18-- 136 @88 49364=41814>3 9 =8-3148. ? .68-1474362 9 @-83. 9 728 3 18.2 9 8.< /4. 9. Como t4"')"o %#0o#% $e s! áe#7 "omo e#%)## s! %#0o $e #te'")*' #% "%)e'te+ ,!4 o% $esem&e;##+
8
D 81/92 8 -8 43=27814>3 12@4-898 9/836 -8 4.468 123.492 / 32 . 31.842 . -<9 9 8 @88 8-48 123 =4143148 3/.68 -82 3 - 8 9 86314>3 8- /./842, .4 43 . 1462 3 -8. 7@.8. 9239 . @.683 .4142. 9 .8-/9 2 9239 6372. 12368162 94162 123 - 1-436 .47@ 972. .68 @.62. 8 .1/18, 3639, 12-218. 3 - -/;8 9 - /./842 ? -2 7. 47@26836 8 .2-/14238 ./. 43/46/9. 43.864.=811423. @2 .68 8>3 123.492 / 3/.68 -82 .48 .47@ 3 3=4142 9- 1-436
CASO < E' /!4 est#$o $e á')mo "o's)$e# !ste$ /!e /!e$o e% se;o 0!e'#6o# #% 8)'#% $e% e"o)$o+ M 478;432 / - .6892 9 3472 123 - / 67432 - .2 /3828 . 9 322, 91@14>3, 848
C!á%es so' %#s e#"")o'es t&)"#s $e ese est#$o $e á')mo+ D362 9 -8. 811423. 6<@418. 31236872., 2 8-68, 7834=.681423. 9 43.864.=8114>3, 87388.
ATENCIÓN EFECTIVA A ESTE CLIENTE7 DESCRIBA EN SEIS PASOS: ! B/38. 689. 74 327 HHHHHH 3 / - @/92 12-828 /38 .1/1892 8- . /3828 . @219 8 ;.64238 ./ .2-4146/9 3 18.2 9 32 63 .@/.68 @2.4648 8 ./ .2-4146/9, . H@-418 9 -8 72 7838 8 =43 9 32 8-68 ./ .6892 9 3472 ' 3 18.2 9 .2-41468 8-8 123 8-;/43 ./@42 8- =/31423842 972. .68-1 12368162 94162 ? 32 94114238 8 848. 9@393148. 5 8172. --;8 8- . /3828 8 -8 2=41438 9 -8 @.238 318;898( ;36, 6.22) " @2 /-6472 32. 9.@9472. 9- . /3828 7834=.68392 3/.68 436314>3 9 @.68 .47@ 86314>3 8 ./. 43/46/9. CONCLUSIÓN O.8 - 127@26874362 9 -2. 97. . 7/12 7. =1642 / 81 @;/368. C/8392 2.872. 8- 123./7492, 72. 1>72 =/3142383 68362 -8 736 123.1436 1272 - 43123.1436 E.62 47@-418 / 2.72. .1239492. 9
L8 ;36 . 127@268 94=36 .4 .8 / .6 .4392 2.898 E.6/948 -2. 1-436. 1-839.6438736 . 7/? 6882.2 @2 @;/368-. ./ 2@434>3 32 =/314238 9 3898
ANE=OS
E- .4142 9 86314>3 8- 1-436, 2 .47@-736 .4142 8- 1-436, . - / 2=1 /38 7@.8 @88 -814238. 123 ./. 1-436. E. /3 123/362 9 10
81644989. 436-81423898. / 2=1 123 - =43 9 / - 1-436 263;8 - @29/162 3 - 727362 ? -/;8 891/892 ? . 8.;/ /3 /.2 12162 9- 74.72 S 6868 9 /38 874368 9 71892 / @/9 . 7/? =418 3 /38 2;834814>3 .4 . /64-4898 9 =278 891/898, @88 --2 . 93 .;/4 1468. @2-<6418. 43.646/14238-. S4142 8- 1-436 . -8 ;.64>3 / 8-48 1898 @.238 / 6888 3 /38 7@.8 8.< .8 7812 2 7412 ? / 643 -8 2@26/34989 9 .68 3 12368162 123 -2. 1-436. ? /.18 3 --2. ./ 6268- .864.=8114>3 S 6868 9 /3 1231@62 9 6882 ? /38 =278 9 81 -8. 12.8. / 127@6 8 6298 -8 2;834814>3, 68362 3 -8 =278 9 8639 8 -2. 1-436. (/ 32. 127@83 ? 32. @7463 . 48-.) 1272 3 -8 =278 9 8639 8 -2. C-436. I3632., 94.8. 8. 9 3/.68 @2@48 7@.8
EVIDENCIAS
11
BIBLIOGRAFÍA
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12