Evaluation of the results of Quality Management in ESSALUD

The general objective of this research was to evaluate the results of quality management under the model of the European Foundation for Quality Management (EFQM), in order to improve the management of the Essalud Quality Management Offices in 2017. Through a research design with a qualitative approach, the information collection strategy was designed, with the application of in-depth interviews to officials of the Social Security and complementing the study with documentary analysis of the main indicators published by the Institution with official character. The research concludes that there is evidence to affirm that the actions and measures implemented in quality management are still insufficient, which have not guaranteed: a) the satisfaction of the insured with the health care services they receive, b) the satisfaction of the health care personnel for the improvement of health care services, c) the social impact on Peruvian society and d) the achievement of positive results on the management of the key results indicators, which optimize the financial situation of the Institution.