PQRS
Requests, Complaints, Claims and Suggestions
At Metrosalud , we know that your input allows us to improve our healthcare process and respond to the needs of our users. That's why we've created this application to gather your concerns, feedback, and suggestions, with the goal of strengthening our services, improving the experience of those who visit our facilities, and continuing our commitment to quality improvement.
How to submit a complaint, claim, request, or suggestion (PQRS)?
Through the following online appointment scheduling application, we offer another alternative to access outpatient services, request or cancel your appointment, as well as check other scheduled appointments, including those for promotion and prevention.
How to track your complaints, claims, and requests?
Remember that through this same application you can track the demonstrations you have submitted; learn how to do so through the following video.
See some frequently asked questions
Below you will find definitions of concepts or answers to frequently asked questions that may be of interest to you, which may help you resolve your concerns or find the most appropriate option to submit your request .
What is the General Social Security System in Health (SGSS)?
It is the set of institutions, rules and procedures that users and the community in general have to obtain coverage of health care services defined in the Law.
What is Social Security?
It is understood as a mandatory public service provided under the direction, coordination and control of the State and, in turn, as an inalienable right guaranteed to all inhabitants of the national territory.
What is healthcare?
It is the medical care service that must be provided in an integrated manner (education, information, health promotion, prevention, diagnosis, treatment and rehabilitation) with timeliness, quality and efficiency, in accordance with the provisions of each of the health systems.
What is the contributory system?
It is the set of institutions and rules that govern the connection of individuals without the ability to pay, which is financed with fiscal or solidarity resources by the State.
It is the set of institutions and rules that govern the connection of individuals without the ability to pay, which is financed with fiscal or solidarity resources by the State.
It is the set of institutions and rules that govern the connection of individuals without the ability to pay, which is financed with fiscal or solidarity resources by the State.
Who are part of the contributory system?
All those national or foreign persons, residing in Colombia, linked by an employment contract, including those persons who provide their services in diplomatic headquarters and international organizations, public servants, persons retired, old age, disability, their survivors or substitutes, from both the public and private sectors.
Likewise, self-employed individuals, rentiers, business owners and in general all natural persons residing in the country, who do not have a contractual and regulatory link with any employer and whose monthly income is equal to or greater than two current legal monthly minimum wages.
How can I join the contributory system?
By choosing a health insurance provider (EPS) of your choice (all are legally required to provide the same services), notify your employer, fill out the enrollment form including the names of the beneficiaries, and attach the documents that prove their status (birth certificates, sworn statements as applicable, photocopies of identity documents). If you are self-employed, you enroll by filling out the form and submitting the documentation of the beneficiaries.
The EPS (Health Promoting Entity) uses income presumption and informs you of the monthly contribution amount (which is 12.5% of your base contribution income). Regardless of your job, you must always be affiliated with an EPS.
Who are part of the subsidized healthcare system?
People considered poor and vulnerable who are identified as such according to the SISBEN survey (system for selecting beneficiaries of social programs such as education, health, housing, welfare, recreation) because they do not have the ability to pay to contribute to the contributory regime, and who are not affiliated or are beneficiaries in other regimes.
These people then receive a full or partial subsidy to complete the value of the Subsidized Capitation Payment Unit (UPC-S) (For definition of concept refer to the glossary).
Who can be beneficiaries of the subsidized regime?
The poor and vulnerable population without the ability to pay, who receive total or partial subsidy according to the identification criteria and order of priorities: newborns, rural, indigenous, urban population, taking into account within them women in a state of pregnancy or in the period of breastfeeding, children under five years of age, people with disabilities, women heads of household, elderly people, population in conditions of forced displacement, family units of community mothers, demobilized people.
What happens to special populations?
- The abandoned child population will be identified through certification issued by the Colombian Institute of Family Welfare.
- People considered indigent due to lack of housing and income must be identified by the respective Municipal Mayor's Office as beneficiaries of the subsidy, without the need for the application of SISBEN.
What is not included in the POS?
Activities, procedures, interventions, medications that do not contribute to the diagnosis, treatment and rehabilitation of the disease, procedures considered cosmetic or aesthetic, complications or results of these treatments or procedures such as cosmetic or beautifying surgeries, nutritional treatments for aesthetic purposes, elastic support stockings, corsets, girdles, experimental medications.
It also does not include periodontal procedures, orthodontics, varicose vein treatment for aesthetic purposes, and others.
How can I get an appointment with a specialist doctor?
This is done through a referral from a general practitioner at the primary care level. Referrals from one specialist to another—transitions between levels of care—also require a referral, except in emergency or pediatric cases.
Once a person has been diagnosed and requires periodic visits to specialist services, they can do so directly, that is, without going through general medicine again.
Is it possible to be in both the contributory and subsidized healthcare systems at the same time?
No. This is a practice that would defraud the system. When you are part of the subsidized health insurance system and obtain an employment contract (which implies that you must enroll in the contributory system), you must contact the User Services department of the Health Secretariat so that your spot can be reserved (for a period of one year) and reactivated once the employment contract ends.
Who doesn't pay?
The population included in the Census list (demobilized individuals, displaced persons, homeless people, senior citizens in social welfare homes, minors reported by Family Welfare), indigenous people. The population classified in level 1 of the Sisbén.
How can it be ensured that the Entities fulfill their responsibilities?
Implementing the Inspection, Surveillance and Control System of the Social Security System in Health and carrying out social control or oversight individually or collectively.
Who are the members of the Inspection, Surveillance and Social Security System in Health?
National Superintendency of Health, Invima, National Institute of Health, Health Secretariats and citizen oversight committees.
Who are the members of the Inspection, Surveillance and Social Security System in Health?
National Superintendency of Health, Invima, National Institute of Health, Health Secretariats and citizen oversight committees.
What can a person do if they have problems with their EPS (Health Promoting Entity)?
- Carry out surveillance or monitoring or social control actions, either independently or collectively, through petitions, reports to the authorities of the Inspection, Surveillance and Control System of the Social Security System in Health or through the media.
- Go to the National Superintendency of Health and request a conciliation hearing. Conciliation agreements are equivalent to a court judgment.
Besides its powers of inspection, surveillance, control and sanction, does the Superintendency have any authority to resolve problems with the EPS (Health Promoting Entities)?
Yes. The reform to Law 100 (Law 1122 of 2007) granted jurisdictional powers to the Superintendency of Health, authorizing it to act as a court, receive complaints, collect information or evidence, and issue legal rulings or judgments on the following matters:
a) Coverage of the procedures, activities and interventions of the mandatory health plan, when their refusal by the health promoting entities or entities that are assimilated to them puts the user's health at risk or threatens it;
b)Economic recognition of the expenses incurred by the affiliate for emergency care, in the event of being treated in an IPS that does not have a contract with the respective EPS, when it has been expressly authorized by the EPS for a specific care and in case of incapacity, impossibility, unjustified refusal or demonstrated negligence of the Health Promoting Entity to cover the obligations to its users;
c) Conflicts that arise regarding multiple affiliation within the General Social Security System in Health;
d)Conflicts related to free choice that arise between users and insurers and between users and health service providers and conflicts related to mobility within the General Social Security System in Health.
What services does Metrosalud provide?
Link de portafolio de servicios actualizado
¿Where can I go to apply for an international yellow fever vaccination certificate?
What services does Metrosalud provide?
You can find our updated service portfolio at the following link, Click here!
Where can I go to apply for an international yellow fever vaccination certificate?
Municipio | Institución | Dirección | Teléfono de contacto | Horario de atención |
Rionegro | ESE Hospital San Juan de Dios – Sede Gilberto Mejía Mejía | Carrera 70 No.40-68 Barrio Porvenir Rionegro | 604 531 37 00 Ext.423 | Lunes a viernes de 8:00 a.m. a 12:00 m. y de 1:00 a 4:00 p.m.
Sábados de 8:00 a.m. a 12:00 m. |
Turbo | ESE Hospital Francisco Valderrama | Kilómetro 1 Salida a Apartadó – Turbo | 604 827 20 88 Ext.118 y 3137919242
| Lunes, miércoles y viernes de 8:00 a.m. a 4:00 p.m.
Sábados de 8:00 a.m. a 12:00 m. |
Medellín | Previnm S.A.S. | Centro Comercial Tranvía Plaza, Piso 6, Consultorio 611 – Medellín | 604 444 92 86 Y 318 712 60 59 | Lunes a viernes de 8:00 a.m. a 3:00 p.m.
Sábados de 8:00 a.m. a 11:00 m. |
Medellín | Centro Administrativo de vacunación CAVA – Enseguida del Centro de Salud Guayabal de Metrosalud | Calle 9 Sur No. 52-42 Barrio Guayabal Medellín | 604 385 55 55 Ext. 5155 | Lunes a viernes de 7:30 a.m. a 12:00 m. y de 1:00 a 4:30 p.m.
|
Medellín | Centro Cívico Plaza de la Libertad, por la entrada de la Universidad Digital | Carrera 55 # 42-90, cerca de la Oficina donde se entregan los pasaportes. |
| Lunes a viernes de 9:00 a.m. a 3:00 p.m. |
How do I request a medical appointment at Metrosalud?
Medical appointments can be scheduled through the following channels:
- Chat bot 3042380460
Business hours: Monday to Thursday 7:00-4:00 pm and Friday 7:00-3:00 pm.
- General medicine and dentistry appointments can also be scheduled online at https://citas.metrosalud.gov.co or citas.metrosalud.gov.co
- Appointments for contributory system users telephone number 604 4456002, Hours of operation: Monday to Thursday 7:00-4:30 and Friday from 7:00-3:30 pm.
- General non-obstetric ultrasound appointments: Phone to request an appointment: (604) 5117505 extension 4443 Hours of operation: Monday to Friday from 7:00-4:00 or via WhatsApp 3001918751 or ecografiasuhba@metrosalud.gov.co
- In person at one of our Hospital Units or Health Centers
Where can I file a petition?
- In person at the administrative headquarters:
Cra. 50 N. 44-27 Palacé con San Juan
Where can I submit a petition, complaint, claim, suggestion, or acknowledgment?
- Suggestion boxes located in all our Hospital Units or Health Centers.
- Website: click Here!
- Chat bot 3042380460
What are the addresses of Metrosalud's offices?
You can find our service locations at the following link, Click here!
What do I need to do to claim my medical records?
To claim your medical records, you must go to one of our Hospital Units or Health Centers in person and bring your original identification document. If for any reason you cannot go in person, you can send someone with a signed authorization from you to claim your medical records, along with a photocopy of your identification document and the original identification document of the person who will be carrying out the procedure.