1.

Description of the health institution

The SANNA Clinical Center is located in the district of La Molina.

modern infrastructure, cutting-edge medical technology, and a Shock Trauma Area. Emergencies
24 hours a day, every day of the week, pediatrics and adults, it has a consulting area that
provides outpatient care in more than 10 medical specialties. SANNA is the Private Network of
The largest health organization in the country has integrated the best of Peruvian medicine in terms of

infrastructure, human talent, technology and good practices has 800 doctors from 56
different specialties, 1450 nurses, 4000 workers nationwide.

2. Critical analysis of the establishment's strategic plan

3. Descripción de la misión, visión y valores

3.1. Vision

Consolidate as the private health network with the greatest coverage in Peru, ensuring a
comprehensive quality service, with specialized professionals and state-of-the-art equipment. Provide
services that are recognized for their quality and excellence in satisfaction of the
patients' needs.

3.2. Mission:

Respond efficiently and effectively to the health needs of society by providing the
better medical care, based on research and ethical content, to the entire community,
together with the patient and their family, with the foundation being the quality and excellence of care
patient. Ensure that knowledge, processes, techniques, and structures are reviewed and
updated, managing our resources in an economical, transparent, and honest manner.

3.3. Values:

Equity: it refers to providing services and care in a fair manner and without making
gender, race, etc. distinctions

Responsibility: Carry out tasks aimed at achieving the best result, participating
actively in daily work both in the clinic and in society.

Ethics: to maintain ethical, transparent, and honest behavior with all people and in
all the tasks that are carried out

Commitment: to have customer service as a pillar and to develop functions with this in mind.
centers the quality of service towards patients and families.

Efficiency: Achieving objectives through the proposed processes and methods, using
in the best way the available resources

Innovation: Continuous research for the creation and application of new technologies in favor
of patient welfare.

Respect: to provide a dignified and empathetic treatment to patients and families at all times,
ensuring respect for the rights and autonomy of individuals
4. Develop the situational diagnosis using the SWOT analysis
4.1. SWOT Analysis

Fortresses Weaknesses
Adequate organizational structure Limited amount of
for a good decision-making medications in the pharmacy.
Specialized personnel High delay in communication
Continuous training for staff among its specialties
through: talks, seminars and Limited appointment quota per
journeys specialties.
Quality of care for its affiliates Obsolete technology in
Outpatient care services and some venues.
top-level hospital. Lack of area of
hospitalization in some
seats
Opportunities Offensive Reorientation
Investment in technology Create new proportions of Organize new models of
avant-garde improvement and treatment of more queue distribution of
Doctor-patient relationship diseases for treatment attention and areas.
good patient of more patients. Provide optimal care,
Attend to groups Increase the level of satisfaction through the prepared staff and
customer aggregates. from customers based on extensive experience in service.
Enter new ones of quality. Intensification of advertising and
customer markets. Development of new packages of promotions during seasons
Belonging to a network HEALTH of the pandemic.

health private. Improvement of the tourism market in Implementation of insurance

health through partnership of health suitable for submission
strategic among the clinics most dependency on the EPS.
important capable of attending to
foreigners with entities
governmental initiatives to position
country in the international market,
as an attractive square for the
tourism
Threats Defensive Survival
Competitor entry with Evaluate the search for Opening of new slots
lower costs in both new contact channels for appointments with the various

consultation, procedure and with our patient. specialties

laboratory. Implement a digital system to generate appointments in a way
Languid growth in without obstructions for him digital through a system of
the market. development of the activities to integration that allows to have
Competitiveness with others carry out. new help channels.
clinics Constant training of
personal.
4.2. Situational Diagnosis

The differentiation strategy is defined as one that urges the differentiation of

product or service provided by the company or any of its elements such as customer service
client, quality, etc. Allowing it to be distinguished as ideal in the market. From this
In this way, customers are ready to pay more to get a product from a company.
which in turn allows the business to stand out among competitors in the same
market niche.

Based on Michel Porter's theory, our SANNA Clinic, supported by its doctors
highly qualified, in their knowledge and high-quality healthcare processes
complexity and in its honorability. It makes a distinction with other nearby institutions,
such as private clinics, polyclinics, and other medical centers. Additionally, providing a treatment

humanized with quality and warmth.

Another notable differentiation in the context of the pandemic was the reinforcement of the
teleconsultation, monitoring, management of social networks to conserve and maintain our
patients loyal to the institution. The marketing strategy used by Clínica SANNA.
promoting free preventive health campaigns, and subsequent monitoring, would reflect in the
support for differentiation. The strategy of providing the results of assistance exams
timely and innovatively diagnosing leads to the strategy of
differentiation of image that makes it unique and satisfying.

The Clinic offers highly specialized care in the specialties of obstetrics,

gynecology, neonatology, and pediatrics, based on innovation and the use of technology
avant-garde. Due to the aforementioned and the efforts of our collaborators, the SANNA Clinic
has managed to establish itself among the main clinics in the country.
5. Strategic objectives based on the SWOT matrix and in coherence with the plan
strategic

5.1. Increase patient intake in the health packages offered by the clinic

Health packages offered by health establishments are usually an option

adequate in the prevention of diseases or syndromes, as well as control in case it
I want to have knowledge of the evolution over time of the patients. Therefore,
These packages are usually attractive as they include a series of medical exams.
and appointments with different specialists, all included in the same price and already established.

The objective of this strategy is to promote the consumption of these packages either through
of awareness campaigns, advertising on social media, recommendation of
the same specialists from the center or physical publications in various locations of the
clinic.

5.2. Expand coverage by implementing private insurance plans.

Due to the deficiencies of public health systems such as SIS and ESSALUD, many
workers are not satisfied with the health plan that their companies provide them
they provide. Due to this, an opportunity is created for companies to acquire
insurance plans in other establishments such as private clinics.

5.3. Increase customer satisfaction through service

Un punto muy influyente en el uso de servicios de salud en un establecimiento es la

care provided to both patients and their families. Being this many
Sometimes a determining factor when a patient decides to treat their condition.
in an establishment.

To achieve this objective, regulatory documents for application must be developed.

supported by technological transfer to ensure the quality of care and in the
the context of the current health crisis develops innovation and process improvement for
guarantee the care.
5.4. Improve communication channels with affiliates

The passage of the pandemic caused by COVID-19 forced health systems

they modernized to meet the needs of an audience that could not go out of
their homes and that any transfer of a patient posed a risk not only to the
health personnel but also for other patients. This forced many systems
health services began to provide their services through digital platforms or to improve
the existing digital channels for patient care

This objective aims to create new channels and improve the existing ones in the clinic.
SANNA, to guarantee a comprehensive service for patient care. Among these
we have the digital platforms such as the mobile application and the
website, customer service numbers, email, among others.

5.5. Develop the training and research of the professionals at the SANNA Clinic.

It is based on promoting all specialties by prioritizing diagnosis and treatment.

opportune and at the same time, develops research and innovations generating new
knowledge and transferring it to its other networks.

In this way, the SANNA clinic stays at the forefront of treatments.

innovators and state-of-the-art equipment used for customer service
becoming thus, more attractive for those patients who require treatments
specialized.
6. Propose an operational objective for each strategic objective

6.1. Implementation of campaigns to promote the health packages offered by the

clinic

Awareness campaigns will be implemented regarding health issues.

in order to promote the acquisition of the various health plans that the clinic can
offer. These campaigns will take place on representative days such as the day of
the fight against cancer, against diabetes, against AIDS, among other diseases or
syndromes. Additionally, they can also promote school and ophthalmological campaigns,
of the elderly, etc.

An awareness campaign based on talks, brochures, advertisements would be created in

the murals and publications on the clinic's social media. The aim would be to inform about the
harms of diseases or precautions that should be taken in the case,
example, of geriatric patient groups.

Once the campaign is established, health packages aimed at would be offered.

cover the preventive measures established by the campaign. For the previous campaigns
mentioned could include: health plan against cancer, discard package of
diabetes or AIDS or pediatric, geriatric, or ophthalmological control programs in the cases
of school students, older adults, or the general public.

6.2. Agreements with companies

The creation of agreements with companies will be promoted, so that they acquire
the health insurance plans provided by the clinic for its workers. These
They must be comprehensive and attractive insurance for business owners.

This negotiation regarding the plans to be offered will be handled by the clinic's sales department.
Entrepreneurs will be offered different health plans according to the price of the plan.
they will be the benefits that workers will be able to access. Its purpose is
increase economic income and thus expand in the insurance market,
thus gaining a greater presence among health services
6.3. Staff training in customer service

Human resources are the most important resource of an organization.

especially if it belongs to the service sector. It must assess and train the
clinic workers with the purpose of providing the patient and the family a
quality service in an environment of respect, kindness, empathy, and responsibility.

Internal training will be held for workers in order to

develop skills and attitudes suitable for attending to patients both at the level
doctor as a professional.

After the training, there will be a follow-up with the workers and a survey.
para los pacientes que sean tratados en la clínica, no solo para poder cuantificar la
effectiveness of the training conducted could be used as an indicator for
provide economic incentives to those workers who achieve the highest scores
in customer satisfaction, thus creating an environment in which all workers
they will want to apply the skills taught in the training

6.4. Optimization of the digital platform

This objective aims to improve and correct the issues reported by customers.
moment to use digital platforms, whether web or mobile application. For
to carry out this task, a programmer must be hired to fix the issues
reported by users and carried out an optimization in the processes performed
through the system, as an improvement in the application interface and the website.

The client will be able to separate and pay for their consultations, whether virtual,
in-person or request home delivery through these platforms, as well as reception
of results, save the frequent doctors and the customization of your profile.

This objective seeks to provide a higher quality, comfortable, and user-friendly experience.
user at the moment of using the services provided by the clinic.
6.5. Increase the publication of scientific articles produced by professionals
belonging to the SANNA clinic

Encourage the development of research carried out by specialist professionals in

medications belonging to the clinic. This can be done through incentives.
economic for both the professionals conducting the research and
financing as such for these. Whether the investment is made in equipment, personnel, or
necessary implements.

The goal would be to increase the scientific production of the clinic and therefore
stay at the forefront of treatments and technologies for better treatment of
the patients
7. Elaborar 5 indicadores para medir los objetivos operativos
7.1. Percentage of health package acquisition based on participation of the
campaigns (process)

An information collection will be carried out from the SANNA clinic database.
where the number of patients participating in the campaign should be recorded
and the number of patients who purchase the health packages based on the services
provided in the campaign

The percentage of health package acquisition based on participation from the

The campaigns will be determined by the following formula:

Number of patients who purchased the health package from the campaign
Nºtotal de pacientes que participaronenlacampaña

7.2. Proportion of companies affiliated with insurance plans (structure)

A market study will be conducted to collect information from other clinics or

health networks that offer insurance plan services in agreement with companies.

This study should cover the number of affiliated companies, the number of employees
by company and the cost of the plans that offer health services and compare them
with the services provided by the SANNA clinic

The proportion of companies affiliated with insurance plans will be given by the following
formula:

Number of clients affiliated with health insurance in the SANNA clinic through a company
Number of clients affiliated with health insurance in clinics through a company

7.3. Percentage of customers satisfied with the service provided (result)

A customer satisfaction survey will be conducted at the end of the service received.
patient within the establishment. In this survey, you will be able to rate on a scale
quantitative, the quality of service and customer care provided by the staff to the
patients who were treated at the clinic.
 The level of customer satisfaction with the assistance provided by the staff will be given
by the following formula:

Number of patients satisfied with customer service and the service provided
Total number of patients attended

7.4. Porcentaje de clientes satisfechos con la plataforma digital (resultado)

A customer satisfaction survey will be conducted at the end of operations.

carried out by the user within digital platforms. In this survey, it will be possible to
rate on a quantitative scale, the quality and the ease with which the user carried out
the activities within the platforms.

The degree of customer satisfaction in the use of digital platforms will be determined by the
next formula:

Number of users satisfied with the use of digital platforms

Total number of users using digital platforms

7.5. Proportion of research conducted by professionals in a year (result)

An evaluation will be conducted of the number of research studies carried out and published by
professionals belonging to the SANNA clinic. Similarly, a study will be conducted on
the publications made by other professionals in databases such as
Scielo, Scopus, among others. In the field of medicine in Peru on an annual basis.

The proportion of research conducted by professionals in a year will be given by

the following formula:

Number of annual publications made by professionals in the clinic

Total number of annual publications made in the field of medicine
8. Build the indicator matrix (at least one process indicator, one outcome indicator,
one of structure)

Indicator Description Source of the Source of the Standard

Numerator Denominator
Measure the Database Database According to
percentage of those from the Clinic the Clinic the data
patients Number of patients Number of statistical patients
Participation in participants in participants in participants in other campaigns
the campaigns the campaign of the campaign that the campaign carried out by
health that they acquired the other centers
acquire the health package
health package
Measure the Study Database del Brindado by the
participation of the Clinic market of study of
the planes Number of insured clients in the market
offered in the affiliates to Peru performed on the
Affiliations to
life insurance market No total from others services
Plans of
life insurance in the clinic clients affiliated with insurance
Sure
SANNA through life insurance
of a company in Peru to
through a
company
Measure the Registry of the Registry of the For define
survey satisfaction survey according todata
Degree of
the clients with completed realized statistics
satisfaction in
the quality of the No. of patients No. of patients obtained
Attention to
attention satisfied attended
Client
provided by the
workers
 Indicator Description Source of the Fountain of the Standard
Numerator Denominator
Measure the Registry of the Registry of the For to define
satisfaction of the survey survey according to data
Degree of
clients the service performed completed statistical
satisfaction in
de plataforma Nº de pacientes Nº de pacientes obtenidos
use of the
virtual satisfied attended
Platform
through the
web page
Measure the amount Annual report on Databases Provided by
of job postings of publications the
they possess the ones made in scientific comparison
investigations area of No. of to others
Investigations
made for research publications centers of
carried out by
professionals No. annual research conducted
professionals
publications in the field of the
annual medicine at level
held at the national
center
9. Bibliography

Anccasi, S., Consuelo, E., Salinas, J., Tenazo, I. (2018). STRATEGIC PLAN OF A
PRIVATE CLINIC IN THE PERIOD 2018-2022, Pacific University, Peru.
Alvares, E., Arevalo, C., Avila, T., Mendoza, R., Orihuela, M. (2020). Doctor Wasi: App of
home doctors specialized in children and elderly people, who support the
decrease in health problems in Metropolitan Lima, University of Sciences
applied, Peru.
Ministry of Health. (2018). Institutional Strategic Plan - PEI 2019 - 2021 of the Ministry
of Health. Peru.