- One of the objectives of the IMSS is to train its staff to provide good treatment to patients.
- All the elements of the Technical Personnel in Attention and Orientation to the Beneficiary (TAOD) are certified.
- During this 2022, more than 6 million efforts have been registered in support of legal habitation.
The Mexican Social Security Institute (IMSS) managed to certify 100 percent of the Technical Personnel in Attention and Orientation to the Beneficiary (TAOD) throughout the country. The feat was carried out through the Council for the Standardization and Certification of Labor Competencies (CONOCER), in Competence Standard 1268 “User Service Based on the Culture of Good Treatment”, which has allowed us to reduce complaints and grant better treatment to the entitlement.
Within the framework of the 45th anniversary ceremony of the TAOD Staff Daythe general director of the IMSS, Zoé Robledo, pointed out that they work with the National Union of Social Security Workers (SNTSS) through the IMSS Identity program so that people are treated well and Institute personnel are trained in human rights, gender perspective, work culture and administrative responsibility.
There are more and more satisfied patients and fewer complaints
During the event held at the Congress Unit of the Siglo XXI National Medical Center, he reported that during 2022, 6 million 23 thousand 876 procedures have been registered in support of rights, attention to complaints that have resulted in users satisfied that the institution took take their concerns or needs into account.
He indicated that this data represents 51 percent more procedures compared to 2019. In addition, there was a 16.6 percent decrease in service complaints in 2022 compared to 2019, from 37,573 to 31,320; and a 35.2 percent decrease in abuse complaints in 2022 compared to 2019, from 13,448 to 8,716.
The Technical Personnel in Attention and Guidance to the Beneficiary #TAOD work with your heart in the efforts they carry out every day.✨👩💼 @zoerobledo @GabyParedesO1 pic.twitter.com/sVIoZqWLtB
— IMSS (@Your_IMSS) November 22, 2022
Zoé Robledo added that the IMSS is the institution that managed to meet 100 percent of the requests that reach the area.Citizen service area of the Presidency of Mexicoan effort that came to fruition thanks to the head of the Legal Attention Unit (UAD), Gabriela Paredes Orozco, and her work team, whom she recognized for their commitment.
He also said that the more than 1,750 Technicians and Technicians in Attention and Guidance to the Beneficiary in the 1,028 modules throughout the country, worthily represent 45 years of history “the best face of Social Security.”
Throughout the almost 80-year history of Social Security, men and women have dedicated their lives to the service of others and have also thought about how to improve and solve difficulties so that they can always think positively about the future of IMSS.
The axes of the IMSS
In her message, the head of the UAD of the IMSS, Gabriela Paredes Orozco, pointed out that for two years the TAOD staff has been working on the axes that the general director called the four Ts of Social Security: time, transparency, territory and treatment.
He affirmed that the work allows informing family members, providing them with support, mitigating uncertainty and providing satisfactory care, “because thanks to the work that you do, we can strengthen the image of our beloved Institute.”
He added that all the Technicians have professional certification and register more than 28,000 requests every day in the Legal Aid System, each one with traceability “that allows us to provide strategic information.”
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