Patients and Families
Caring for you also means listening to you
At H&S IPS, we believe that humanized care is also built through the user’s voice. That’s why we have the User Information and Care System (SIAU), an institutional space where we listen, guide, respond, and improve based on your experiences and needs.
What is the SIAU?
It is an institutional strategy that allows us to identify the needs of our users through their feedback:
compliments, suggestions, requests, complaints, and claims (PQRSF).
Objective of the SIAU
To provide a satisfactory, personalized, and humanized care experience by implementing continuous improvement plans that address your concerns and promote increasingly efficient and compassionate care.
What can you communicate to the SIAU?
- Requests: asking for information or actions related to the service.
- Complaints: dissatisfaction regarding the behavior of a staff member.
- Claims: dissatisfaction due to poor service delivery.
- Suggestions: contributions aimed at improving the services provided.
Contact Channels
Physical suggestion box available at each of our locations
At H\&S IPS, your rights are respected, and your duties help us take better care of you.
At H&S IPS, we believe in care centered on respect, dignity, and shared responsibility. That’s why we recognize and guarantee our users’ rights and promote the fulfillment of duties as a fundamental part of the therapeutic process and collective well-being.
- Treat our staff, users, their families, caregivers, and/or companions with respect.
- Provide the necessary documentation to receive care.
- Attend appointments on time at the assigned times, or cancel your appointment at least 12 hours before the scheduled time.
- Sign the informed consent form once you have received the information from the professionals and all your questions have been answered.
- Comply with the rules, regulations, and admission and discharge criteria established by the institution.
- Take care of and make rational use of the institution’s resources, supplies, facilities, and equipment.
- Follow the treatments, recommendations, and instructions of the professionals for your physical and psychological well-being, thereby minimizing risk factors.
- Respect the property of others, as well as political and religious beliefs.
- Be responsible for following the indications of the therapeutic plan and the care prescribed by the healthcare professional.
- Fulfill financial commitments for billed services received, including copayments or service fees.
- Attend and participate in health promotion and prevention activities.
- Receive kind, dignified, and respectful treatment without discrimination.
- Receive appropriate care and information from healthcare staff in a timely, humane, and high-quality manner according to my illness and condition.
- Receive a complete and truthful explanation about the risks and benefits of healthcare procedures and treatments.
- Submit complaints, suggestions, claims, or compliments related to the care provided and receive a timely response to them.
- Receive clear and precise instructions on self-care, treatment, and recommendations.
- A que se respeten mis creencias y costumbres religiosas.
- Recibir información completa sobre trámites administrativos y costos.
- A que sea respetada mi privacidad, dignidad y autonomía.
- Que se maneje con confidencialidad y privacidad mi historia clínica incluso en el momento de suministrar información.
- Aceptar o rehusar el tratamiento.
Formulario PQRS
Users’ Association
The H\&S IPS Users’ Association is a citizen group that ensures the quality of services, participation in institutional management, and the defense of patient rights.
Objectives
- Actively participate in planning and evaluation processes.
- Ensure the quality, timeliness, and efficiency of healthcare services.
- Represent the interests of users before the IPS.
Functions
- Advise on the choice of professionals and access to services.
- Inform the IPS about deficiencies in care.
- Proponer mejoras para la calidad técnica y humana del servicio.
- Oversee compliance with the decisions made in improvement meetings.
Política de Humanización
The management and staff of H&S IPS SAS are committed to providing personalized, warm, and humanized care to users, their families, the community, and coworkers—recognizing and respecting their differences, human dignity, privacy, and confidentiality. We strive to meet their physical, social, and spiritual needs, based on rights and responsibilities. Therefore, we reject any form of mistreatment, discrimination, aggression, or indifference, upholding institutional values and the principles of ethics, sensitivity, and excellence that foster the creation of an organization where users are the main focus of interest.
Social Participation in Health Policy
Social participation in health is both a right and a civic responsibility. It means that all individuals, families, and communities can influence the planning, evaluation, and oversight of healthcare services.
Ensure that users effectively participate in decision-making processes regarding the healthcare services they receive.
- Shared Responsibility
- Equity
- Rights-Based Approach
- Diversity
- Transparency
- Solidarity
- Autonomy
- Territorialidad
Manual de Políticas Web y
Seguridad de Procedimientos
En H&S IPS trabajamos bajo lineamientos claros que garantizan la seguridad, la confidencialidad de la información y la correcta ejecución de nuestros procedimientos. Por ello, ponemos a disposición de nuestros usuarios, familias y cuidadores el Manual de Políticas Web y Seguridad de Procedimientos, un documento que describe los principios, normas y medidas adoptadas por la institución para proteger los datos, asegurar una atención responsable y fortalecer la confianza en nuestros servicios.
Your safety is our priority… and also a shared commitment.
At H&S IPS, we work under an institutional patient safety approach aimed at preventing risks, reducing adverse events, and ensuring safe, ethical, and responsible healthcare. We believe that safety is a shared responsibility between the institution, healthcare professionals, patients, and their families.
What does H\&S IPS do to ensure your safety?
- We identify risks and adverse events to learn from them and prevent them.
- We have standardized protocols in every area of care.
- Our professionals receive continuous training in clinical safety.
- We handle your personal and medical information with confidentiality and responsibility.
- We promote active listening spaces to continuously improve our processes.
- We guarantee biosafety and hygiene conditions in all our services.
What can you do as a patient or family member?
- Follow the professionals’ instructions during your care.
- Ask questions if you have any doubts about a treatment, procedure, or medication.
- Report any discomfort, new symptoms, or reactions you experience.
- Read informed consent forms carefully before signing.
- Take an active role in your therapeutic process.
- Report any situation you consider unsafe to our team.
We promote health every day, but there are dates worth remembering.
At H\&S IPS, we commemorate and promote special health dates as opportunities to educate, raise awareness, and support our users and their families in building healthy habits and comprehensive care. These are some of the key dates we celebrate throughout the year in Colombia:
13 de enero – Día Mundial de la Lucha contra la Depresión
La depresión no es debilidad, es una condición que necesita comprensión, apoyo y atención profesional. Hablar es el primer paso para sanar.
04 de febrero – Día Mundial contra el Cáncer
La prevención y el diagnóstico temprano pueden cambiar historias. Informarse y cuidarse es una decisión que salva vidas.
15 de febrero – Día Internacional contra el Cáncer Infantil
Cada niño merece esperanza, tratamiento oportuno y acompañamiento integral. El apoyo familiar también es parte del proceso de recuperación.
28 de febrero – Día Mundial de las Enfermedades Raras
Lo raro no debe ser la falta de apoyo. La empatía, la investigación y el acceso a la atención hacen la diferencia.
3 de marzo – Día Mundial de la Audición
Escuchar bien es vivir mejor. La detección temprana protege la comunicación y la calidad de vida.
4 de marzo – Día Mundial contra la Obesidad
La salud se construye con hábitos diarios. Alimentación consciente y actividad física son pilares de bienestar.
8 de marzo – Día Internacional de la Mujer
Cuidar la salud de la mujer es fortalecer familias, entornos laborales y comunidades.
12 de marzo – Día Mundial del Riñón
Los riñones trabajan en silencio. La prevención y los controles periódicos los mantienen saludables.
13 de marzo – Día Mundial del Sueño
Dormir bien no es un lujo, es una necesidad biológica. El descanso adecuado impacta la salud física y mental.
19 de marzo – Día del Hombre
La salud masculina también requiere prevención, chequeos y espacios para hablar sin estigmas.
21 de marzo – Día Mundial del Síndrome de Down
La inclusión empieza por el respeto. Cada persona aporta valor desde su singularidad.
22 de marzo – Día Mundial del Agua
El agua es vida, salud y equilibrio. Cuidarla es una responsabilidad compartida.
24 de marzo – Día Internacional de la Tuberculosis
La detección oportuna y el tratamiento adecuado siguen siendo claves para frenar esta enfermedad prevenible.
2 de abril – Día Mundial de la Concienciación sobre el Autismo
Comprender es incluir. Cada niño tiene su propio ritmo y merece oportunidades para desarrollarse plenamente.
6 de abril – Día Mundial de la Actividad Física
Mover el cuerpo es invertir en salud. La actividad física previene enfermedades y mejora el estado de ánimo.
7 de abril – Día Mundial de la Salud
La salud es equilibrio físico, mental y social. Cuidarla es una tarea diaria.
11 de abril – Día Mundial del Parkinson
La información y el acompañamiento adecuado mejoran la calidad de vida de quienes viven con esta condición.
22 de abril – Día Mundial de la Tierra
Un entorno saludable también es salud pública. Cuidar el planeta es cuidar nuestra vida.
28 de abril – Día Mundial de la Seguridad y Salud en el Trabajo
Prevenir riesgos laborales es proteger lo más valioso: la vida y el bienestar de las personas.
5 de mayo · Día Mundial de la Higiene de Manos
Buenas prácticas de higiene para prevenir infecciones.
17 de mayo · Día Mundial de la Hipertensión
Énfasis en el control de la presión arterial y estilos de vida saludables.
31 de mayo · Día Mundial Sin Tabaco
Prevención del consumo y exposición al humo del tabaco.
14 de junio · Día Mundial del Donante de Sangre
Agradecimiento y promoción de la donación voluntaria y segura.
24 de julio · Día Internacional del Autocuidado
Fomenta prácticas cotidianas que protegen la salud y el bienestar.
28 de julio · Día Mundial contra la Hepatitis
Prevención, pruebas y tratamiento de la hepatitis viral.
30 de julio · Día Mundial de la Amistad
Promoción de la solidaridad y la construcción de la paz.
12 de agosto · Día Internacional de la Juventud
Participación juvenil y oportunidades para su desarrollo integral.
10 de septiembre · Día Mundial para la Prevención del Suicidio
Prevención, apoyo emocional y acceso a servicios de salud mental.
21 de septiembre · Día Mundial del Alzheimer
Concientización y apoyo a personas cuidadoras y familias.
10 de octubre · Día Mundial de la Salud Mental
Promoción del acceso a atención y reducción del estigma.
12 de octubre · Día Mundial de la Artritis
Educación sobre diagnóstico temprano y manejo del dolor.
19 de octubre · Día Mundial contra el Cáncer de Mama
Autoexamen, tamizaje y tratamiento oportuno salvan vidas.
14 de noviembre · Día Mundial de la Diabetes
Prevención, control glucémico y estilos de vida saludables.
25 de noviembre · Eliminación de la Violencia contra la Mujer
Acciones y rutas de atención para proteger derechos y vidas.
No hay eventos para este mes.
How can I schedule an appointment at H&S IPS?
You can schedule your appointment by contacting us through our phone lines or WhatsApp, depending on the service and location. You can also do it in person. Our support team will provide you with availability and guide you through the process.
What documents do I need for my first appointment?
You must present your ID and the required documents depending on the type of service. In some cases, medical history, referral, order, or authorization (if applicable) may be necessary. Our team will inform you of the requirements at the time of your appointment.
Can I accompany my child during therapy?
Yes. At H\&S IPS, we encourage active participation of parents or guardians as part of our institutional strategy “All Present,” ensuring safety, continuity, and trust throughout the child’s therapeutic process.
What should I do if I can’t attend my appointment?
At H&S IPS, we believe in care centered on respect, dignity, and shared responsibility. That’s why we recognize and guarantee our users’ rights and promote the fulfillment of duties as a fundamental part of the therapeutic process and collective well-being.
At which locations is each service provided?
We have four locations in Bucaramanga, each offering specific services. In the “Locations” section of this page, you can find the address and services of each one.
Do you provide home care?
Yes. Through our *Health at Home* program, we offer services such as therapies, medical consultations, nursing, nutrition, and more. Check the details in the “Our Services” section or contact us to confirm availability.
What should I do if I have a complaint, suggestion, or compliment?
You can leave your comments through the SIAU form available on this page. You can also visit our locations or write to us via WhatsApp. All communications are handled with seriousness and proper follow-up.
Do you treat both children and adults?
Yes. H\&S IPS offers specialized services for both children and adults in areas such as therapy, psychology, dentistry, and home care.
How can I know if I have a copayment or service fee?
Our team will inform you if your service has any associated cost. You can also check directly with your Health Promoting Entity (EPS).
