Diseño de un sistema de consultas de citas médicas a través de un Call Center utilizando software libre en una entidad hospitalaria pública de la ciudad de Guayaquil.

Abstract

The design of a medical appointment consultation system through a Call Center using free software in a public hospital in the city of Guayaquil. It is a tool that meets the purpose of helping patients who do not have medical insurance to that the consultation of your appointment be expedited in case of loss of the control card or because they have to make the change of the date for any reason. Here, they can make the change of the scheduled appointment with a call and the required information, or they can simply consult the data about it and thus not have to approach the institution again to take a turn to be treated. A bibliographic review of the best open source tools such as asterisk, elastix, among others, was carried out for the implementation of an IVR that allows the management of dial-up dialing options and, according to this, I carried out the actions defined by the consultation system. In addition, the need for the implementation of collaborative tools such as Festival, php, mysql that allow reading the information of citations from the database and its reading in Spanish through an IP phone or a softphone was determined. Additionally, the procedure that patients follow to achieve an appointment in each of its stages was analyzed, in addition to knowing the experience from their point of view to offer them the best possible solution. Another highlight is the analysis of the feasibility of implementation at the hardware and components level through surveys of personnel responsible for systems. Finally, all this was reflected in the design of the system to help the two parties, the hospital and the patient.