array:41 [
"nid" => array:1 [
0 => array:1 [
"value" => "184"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "77e53e2d-9eb3-4e2a-ac88-0c7aad509cb7"
]
]
"vid" => array:1 [
0 => array:1 [
"value" => "8434"
]
]
"langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"type" => array:1 [
0 => array:3 [
"target_id" => "news"
"entity" => array:12 [
"uuid" => "cdbde231-e400-41bd-88c3-f72759282cf5"
"langcode" => "es"
"status" => true
"dependencies" => array:1 [
"module" => array:1 [
0 => "menu_ui"
]
]
"third_party_settings" => array:1 [
"menu_ui" => array:2 [
"available_menus" => []
"parent" => ""
]
]
"name" => "Noticia"
"type" => "news"
"description" => "Tipo de contenido para crear las noticias de actualidad (Noticias visión)"
"help" => null
"new_revision" => false
"preview_mode" => 0
"display_submitted" => false
]
"bundle" => "node_type"
]
]
"revision_timestamp" => array:1 [
0 => array:1 [
"value" => "1588891110"
]
]
"revision_uid" => array:1 [
0 => array:3 [
"target_id" => "1"
"entity" => array:34 [
"uid" => array:1 [
0 => array:1 [
"value" => "1"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "6ab015dc-46d5-4a47-a520-30f788d92a65"
]
]
"langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"preferred_langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"preferred_admin_langcode" => []
"name" => array:1 [
0 => array:1 [
"value" => "admin.ceg"
]
]
"pass" => array:1 [
0 => array:1 [
"value" => "$2y$10$AqmBJsg222lQgyGbGqWfL.5xe9I/r9MemJDEyMRyPlFa.zZvYFm.C"
]
]
"mail" => array:1 [
0 => array:1 [
"value" => "admin@clubexcelencia.org"
]
]
"timezone" => array:1 [
0 => array:1 [
"value" => "UTC"
]
]
"status" => array:1 [
0 => array:1 [
"value" => "1"
]
]
"created" => array:1 [
0 => array:1 [
"value" => "1585648773"
]
]
"changed" => array:1 [
0 => array:1 [
"value" => "1756414962"
]
]
"access" => array:1 [
0 => array:1 [
"value" => "1765978908"
]
]
"login" => array:1 [
0 => array:1 [
"value" => "1765973459"
]
]
"init" => array:1 [
0 => array:1 [
"value" => "admin@clubexcelencia.org"
]
]
"roles" => array:2 [
0 => array:3 [
"target_id" => "administrator"
"entity" => array:9 [
"uuid" => "4c1b9f05-4105-4095-8172-93bcd4958079"
"langcode" => "en"
"status" => true
"dependencies" => []
"id" => "administrator"
"label" => "Administrador Drupal"
"weight" => -8
"is_admin" => true
"permissions" => []
]
"bundle" => "user_role"
]
1 => array:3 [
"target_id" => "administrador"
"entity" => array:9 [
"uuid" => "e91c0206-2fbd-41e6-a53a-12449f52c4f7"
"langcode" => "es"
"status" => true
"dependencies" => array:2 [
"config" => array:49 [
0 => "filter.format.basic_html"
1 => "filter.format.filtered_html"
2 => "filter.format.full_html_admin"
3 => "media.type.file"
4 => "media.type.file_image"
5 => "media.type.image"
6 => "media.type.image_background"
7 => "media.type.image_logo"
8 => "media.type.speaker"
9 => "media.type.video"
10 => "node.type.annual_report"
11 => "node.type.application_product"
12 => "node.type.award_product"
13 => "node.type.blog"
14 => "node.type.course"
15 => "node.type.course_product"
16 => "node.type.diagnosis_product"
17 => "node.type.event"
18 => "node.type.government_body"
19 => "node.type.government_committee"
20 => "node.type.knowledge"
21 => "node.type.knowledge_document"
22 => "node.type.knowledge_link"
23 => "node.type.layout"
24 => "node.type.news"
25 => "node.type.page"
26 => "node.type.partner"
27 => "node.type.press_release"
28 => "node.type.publication_product"
29 => "node.type.sponsor"
30 => "taxonomy.vocabulary.authors"
31 => "taxonomy.vocabulary.company_type"
32 => "taxonomy.vocabulary.criteria_efqm_2020"
33 => "taxonomy.vocabulary.delivery_method"
34 => "taxonomy.vocabulary.document_type"
35 => "taxonomy.vocabulary.event_type"
36 => "taxonomy.vocabulary.featured_content_sections"
37 => "taxonomy.vocabulary.government_body"
38 => "taxonomy.vocabulary.groups"
39 => "taxonomy.vocabulary.knowledge_type"
40 => "taxonomy.vocabulary.ods"
41 => "taxonomy.vocabulary.organiser"
42 => "taxonomy.vocabulary.sectors"
43 => "taxonomy.vocabulary.tags"
44 => "taxonomy.vocabulary.topics"
45 => "taxonomy.vocabulary.training_areas"
46 => "taxonomy.vocabulary.training_type"
47 => "taxonomy.vocabulary.values"
48 => "workflows.workflow.workflow_content"
]
"module" => array:40 [
0 => "block"
1 => "block_content"
2 => "block_content_permissions"
3 => "ceg_anonymous_users"
4 => "ceg_commerce_invoice"
5 => "ceg_commerce_promotions"
6 => "ceg_commerce_subscription"
7 => "ceg_common"
8 => "ceg_content_product"
9 => "ceg_content_structures"
10 => "ceg_erp_model"
11 => "ceg_notification"
12 => "ceg_partners"
13 => "ceg_registration"
14 => "ceg_subscription"
15 => "ceg_user"
16 => "commerce_invoice"
17 => "commerce_order"
18 => "conditional_fields"
19 => "content_moderation"
20 => "content_translation"
21 => "context_ui"
22 => "contextual"
23 => "file"
24 => "filter"
25 => "hide_revision_field"
26 => "locale"
27 => "media"
28 => "menu_link_content"
29 => "node"
30 => "paragraphs"
31 => "path"
32 => "pathauto"
33 => "sitemap"
34 => "system"
35 => "taxonomy"
36 => "toolbar"
37 => "votingapi_widgets"
38 => "webform"
39 => "yoast_seo"
]
]
"id" => "administrador"
"label" => "Administrador CEG"
"weight" => -7
"is_admin" => null
"permissions" => array:385 [
0 => "access administration pages CEG"
1 => "access block library"
2 => "access content"
3 => "access content overview"
4 => "access contextual links"
5 => "access files overview"
6 => "access media overview"
7 => "access revision field"
8 => "access sitemap"
9 => "access synchronize user form"
10 => "access taxonomy overview"
11 => "access toolbar"
12 => "access user profiles"
13 => "access webform submission user"
14 => "add ceg content product entities"
15 => "administer block content"
16 => "administer block content types"
17 => "administer block types"
18 => "administer blocks"
19 => "administer ceg invoices"
20 => "administer ceg notification settings"
21 => "administer ceg promotions"
22 => "administer ceg subscription"
23 => "administer content translation"
24 => "administer contexts"
25 => "administer media"
26 => "administer nodes"
27 => "administer taxonomy"
28 => "administer users"
29 => "administer yoast seo"
30 => "create annual_report content"
31 => "create application_product content"
32 => "create award_product content"
33 => "create banner block content"
34 => "create banner_side block content"
35 => "create blog content"
36 => "create content translations"
37 => "create course content"
38 => "create course_product content"
39 => "create diagnosis_product content"
40 => "create event content"
41 => "create file media"
42 => "create file_image media"
43 => "create government_body content"
44 => "create government_committee content"
45 => "create image media"
46 => "create image_background media"
47 => "create image_logo media"
48 => "create knowledge content"
49 => "create layout content"
50 => "create media"
51 => "create news content"
52 => "create page content"
53 => "create partner content"
54 => "create press_release content"
55 => "create publication_product content"
56 => "create speaker media"
57 => "create sponsor content"
58 => "create terms in authors"
59 => "create terms in company_type"
60 => "create terms in criteria_efqm_2020"
61 => "create terms in delivery_method"
62 => "create terms in document_type"
63 => "create terms in event_type"
64 => "create terms in featured_content_sections"
65 => "create terms in government_body"
66 => "create terms in groups"
67 => "create terms in knowledge_type"
68 => "create terms in ods"
69 => "create terms in organiser"
70 => "create terms in sectors"
71 => "create terms in tags"
72 => "create terms in topics"
73 => "create terms in training_areas"
74 => "create terms in training_type"
75 => "create terms in values"
76 => "create url aliases"
77 => "create video media"
78 => "delete all revisions"
79 => "delete annual_report revisions"
80 => "delete any annual_report content"
81 => "delete any application_product content"
82 => "delete any award_product content"
83 => "delete any banner block content"
84 => "delete any blog content"
85 => "delete any course content"
86 => "delete any course_product content"
87 => "delete any diagnosis_product content"
88 => "delete any event content"
89 => "delete any file media"
90 => "delete any file_image media"
91 => "delete any government_body content"
92 => "delete any government_committee content"
93 => "delete any image media"
94 => "delete any image_background media"
95 => "delete any image_logo media"
96 => "delete any knowledge content"
97 => "delete any knowledge_document content"
98 => "delete any knowledge_link content"
99 => "delete any media"
100 => "delete any news content"
101 => "delete any page content"
102 => "delete any partner content"
103 => "delete any press_release content"
104 => "delete any publication_product content"
105 => "delete any speaker media"
106 => "delete any sponsor content"
107 => "delete any video media"
108 => "delete application_product revisions"
109 => "delete award_product revisions"
110 => "delete blog revisions"
111 => "delete ceg content product entities"
112 => "delete content translations"
113 => "delete course revisions"
114 => "delete course_product revisions"
115 => "delete diagnosis_product revisions"
116 => "delete event revisions"
117 => "delete government_body revisions"
118 => "delete government_committee revisions"
119 => "delete knowledge revisions"
120 => "delete knowledge_document revisions"
121 => "delete knowledge_link revisions"
122 => "delete media"
123 => "delete news revisions"
124 => "delete own annual_report content"
125 => "delete own application_product content"
126 => "delete own award_product content"
127 => "delete own blog content"
128 => "delete own course content"
129 => "delete own course_product content"
130 => "delete own diagnosis_product content"
131 => "delete own event content"
132 => "delete own file media"
133 => "delete own file_image media"
134 => "delete own files"
135 => "delete own government_body content"
136 => "delete own government_committee content"
137 => "delete own image media"
138 => "delete own image_background media"
139 => "delete own image_logo media"
140 => "delete own knowledge content"
141 => "delete own knowledge_document content"
142 => "delete own knowledge_link content"
143 => "delete own news content"
144 => "delete own page content"
145 => "delete own partner content"
146 => "delete own press_release content"
147 => "delete own publication_product content"
148 => "delete own speaker media"
149 => "delete own sponsor content"
150 => "delete own video media"
151 => "delete page revisions"
152 => "delete partner revisions"
153 => "delete press_release revisions"
154 => "delete publication_product revisions"
155 => "delete sponsor revisions"
156 => "delete terms in authors"
157 => "delete terms in company_type"
158 => "delete terms in criteria_efqm_2020"
159 => "delete terms in delivery_method"
160 => "delete terms in document_type"
161 => "delete terms in event_type"
162 => "delete terms in featured_content_sections"
163 => "delete terms in government_body"
164 => "delete terms in groups"
165 => "delete terms in knowledge_type"
166 => "delete terms in ods"
167 => "delete terms in organiser"
168 => "delete terms in sectors"
169 => "delete terms in tags"
170 => "delete terms in topics"
171 => "delete terms in training_areas"
172 => "delete terms in training_type"
173 => "delete terms in values"
174 => "edit any annual_report content"
175 => "edit any application_product content"
176 => "edit any award_product content"
177 => "edit any blog content"
178 => "edit any course content"
179 => "edit any course_product content"
180 => "edit any diagnosis_product content"
181 => "edit any event content"
182 => "edit any file media"
183 => "edit any file_image media"
184 => "edit any government_body content"
185 => "edit any government_committee content"
186 => "edit any image media"
187 => "edit any image_background media"
188 => "edit any image_logo media"
189 => "edit any knowledge content"
190 => "edit any knowledge_document content"
191 => "edit any knowledge_link content"
192 => "edit any layout content"
193 => "edit any news content"
194 => "edit any page content"
195 => "edit any partner content"
196 => "edit any press_release content"
197 => "edit any publication_product content"
198 => "edit any speaker media"
199 => "edit any sponsor content"
200 => "edit any video media"
201 => "edit ceg content product entities"
202 => "edit ceg partners"
203 => "edit newsletter subscription entities"
204 => "edit own annual_report content"
205 => "edit own application_product content"
206 => "edit own award_product content"
207 => "edit own blog content"
208 => "edit own course content"
209 => "edit own course_product content"
210 => "edit own diagnosis_product content"
211 => "edit own event content"
212 => "edit own file media"
213 => "edit own file_image media"
214 => "edit own government_body content"
215 => "edit own government_committee content"
216 => "edit own image media"
217 => "edit own image_background media"
218 => "edit own image_logo media"
219 => "edit own knowledge content"
220 => "edit own knowledge_document content"
221 => "edit own knowledge_link content"
222 => "edit own layout content"
223 => "edit own news content"
224 => "edit own page content"
225 => "edit own partner content"
226 => "edit own press_release content"
227 => "edit own publication_product content"
228 => "edit own speaker media"
229 => "edit own sponsor content"
230 => "edit own video media"
231 => "edit own vote on node:course:field_voting"
232 => "edit terms in authors"
233 => "edit terms in company_type"
234 => "edit terms in criteria_efqm_2020"
235 => "edit terms in delivery_method"
236 => "edit terms in document_type"
237 => "edit terms in event_type"
238 => "edit terms in featured_content_sections"
239 => "edit terms in government_body"
240 => "edit terms in groups"
241 => "edit terms in knowledge_type"
242 => "edit terms in ods"
243 => "edit terms in organiser"
244 => "edit terms in sectors"
245 => "edit terms in tags"
246 => "edit terms in topics"
247 => "edit terms in training_areas"
248 => "edit terms in training_type"
249 => "edit terms in values"
250 => "notify of path changes"
251 => "revert all revisions"
252 => "revert annual_report revisions"
253 => "revert application_product revisions"
254 => "revert award_product revisions"
255 => "revert blog revisions"
256 => "revert course revisions"
257 => "revert course_product revisions"
258 => "revert diagnosis_product revisions"
259 => "revert event revisions"
260 => "revert government_body revisions"
261 => "revert government_committee revisions"
262 => "revert knowledge revisions"
263 => "revert knowledge_document revisions"
264 => "revert knowledge_link revisions"
265 => "revert news revisions"
266 => "revert page revisions"
267 => "revert partner revisions"
268 => "revert press_release revisions"
269 => "revert publication_product revisions"
270 => "revert sponsor revisions"
271 => "send test mail ceg notification"
272 => "translate annual_report node"
273 => "translate any entity"
274 => "translate application_product node"
275 => "translate award_product node"
276 => "translate block_content"
277 => "translate blog node"
278 => "translate company_type taxonomy_term"
279 => "translate course node"
280 => "translate course_product node"
281 => "translate diagnosis_product node"
282 => "translate document_type taxonomy_term"
283 => "translate event node"
284 => "translate featured_content_sections taxonomy_term"
285 => "translate file media"
286 => "translate file_image media"
287 => "translate government_body node"
288 => "translate government_body taxonomy_term"
289 => "translate groups taxonomy_term"
290 => "translate image media"
291 => "translate interface"
292 => "translate knowledge node"
293 => "translate knowledge_document node"
294 => "translate knowledge_link node"
295 => "translate menu_link_content"
296 => "translate news node"
297 => "translate page node"
298 => "translate paragraph"
299 => "translate press_release node"
300 => "translate publication_product node"
301 => "translate sectors taxonomy_term"
302 => "translate speaker media"
303 => "translate tags taxonomy_term"
304 => "translate topics taxonomy_term"
305 => "translate training_areas taxonomy_term"
306 => "translate training_type taxonomy_term"
307 => "translate video media"
308 => "update any banner block content"
309 => "update any banner_side block content"
310 => "update any basic block content"
311 => "update any call_to_action block content"
312 => "update any cards_news block content"
313 => "update any ceg_banner_image_block block content"
314 => "update any ceg_banner_text_block block content"
315 => "update any ceg_footer_links_block block content"
316 => "update any ceg_header_content_block block content"
317 => "update any content_featured_news block content"
318 => "update any counter block content"
319 => "update any hero_slide block content"
320 => "update any html block content"
321 => "update any iconos_rrss block content"
322 => "update any icons_2 block content"
323 => "update any icons_3 block content"
324 => "update any icons_4 block content"
325 => "update any image_popup block content"
326 => "update any imagen block content"
327 => "update any media"
328 => "update any rrss block content"
329 => "update any tabs block content"
330 => "update any test_bloque_html block content"
331 => "update any text block content"
332 => "update any texto_imagen_botones block content"
333 => "update any tribloque_servicios block content"
334 => "update content translations"
335 => "update media"
336 => "use text format basic_html"
337 => "use text format filtered_html"
338 => "use text format full_html_admin"
339 => "use workflow_content transition create_new_draft"
340 => "use workflow_content transition publish"
341 => "use workflow_content transition unpublished"
342 => "use yoast seo"
343 => "view all media revisions"
344 => "view all revisions"
345 => "view annual_report revisions"
346 => "view any unpublished content"
347 => "view any webform submission"
348 => "view application_product revisions"
349 => "view award_product revisions"
350 => "view blog revisions"
351 => "view ceg anonymous users"
352 => "view commerce_invoice"
353 => "view commerce_order"
354 => "view complete card all data socios"
355 => "view conditional fields"
356 => "view course revisions"
357 => "view course_product revisions"
358 => "view default commerce_invoice"
359 => "view diagnosis_product revisions"
360 => "view event revisions"
361 => "view government_body revisions"
362 => "view government_committee revisions"
363 => "view id paragraph"
364 => "view knowledge revisions"
365 => "view knowledge_document revisions"
366 => "view knowledge_link revisions"
367 => "view latest version"
368 => "view media"
369 => "view news revisions"
370 => "view own unpublished content"
371 => "view own unpublished media"
372 => "view own webform submission"
373 => "view page revisions"
374 => "view partner revisions"
375 => "view press_release revisions"
376 => "view publication_product revisions"
377 => "view published ceg content product entities"
378 => "view published cegregistration entities"
379 => "view published newsletter subscription entities"
380 => "view restricted block content"
381 => "view sponsor revisions"
382 => "view the administration theme"
383 => "view unpublished ceg content product entities"
384 => "view unpublished paragraphs"
]
]
"bundle" => "user_role"
]
]
"default_langcode" => array:1 [
0 => array:1 [
"value" => "1"
]
]
"metatag" => array:3 [
0 => array:2 [
"tag" => "meta"
"attributes" => array:2 [
"name" => "title"
"content" => "Super Administrador DRUPAL | Club Excelencia en Gestión"
]
]
1 => array:2 [
"tag" => "meta"
"attributes" => array:2 [
"name" => "description"
"content" => "Club Excelencia en Gestión"
]
]
2 => array:2 [
"tag" => "link"
"attributes" => array:2 [
"rel" => "canonical"
"href" => "https://www.ceg.dev-website.es/user/1"
]
]
]
"customer_profiles" => array:2 [
0 => array:3 [
"target_id" => "10528"
"entity" => array:17 [
"profile_id" => array:1 [
0 => array:1 [
"value" => "10528"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "1996fa23-e140-4987-b176-87066a8d9f82"
]
]
"revision_id" => array:1 [
0 => array:1 [
"value" => "10528"
]
]
"type" => array:1 [
0 => array:3 [
"target_id" => "customer"
"entity" => array:14 [
"uuid" => "6391bba6-494b-4ee4-ae02-3fff24c2a1a8"
"langcode" => "es"
"status" => true
"dependencies" => array:1 [
"enforced" => array:1 [
"module" => array:1 [
0 => "commerce_order"
]
]
]
"third_party_settings" => array:1 [
"commerce_order" => array:1 [
"customer_profile_type" => true
]
]
"_core" => array:1 [
"default_config_hash" => "I3_fH4tUQVejPgxvJzH1-mGg9A9OaY4Hm5iN2G2Fz20"
]
"id" => "customer"
"label" => "Datos del cliente"
"display_label" => "Datos del cliente"
"multiple" => true
"registration" => true
"roles" => []
"allow_revisions" => false
"new_revision" => false
]
"bundle" => "profile_type"
]
]
"revision_created" => array:1 [
0 => array:1 [
"value" => "1640190548"
]
]
"revision_user" => array:1 [
0 => array:3 [
"target_id" => "0"
"entity" => array:34 [
"uid" => array:1 [
0 => array:1 [
"value" => "0"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "9a5afebc-621c-47c2-900e-b932c843c9fc"
]
]
"langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"preferred_langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"preferred_admin_langcode" => []
"name" => array:1 [
0 => array:1 [
"value" => ""
]
]
"pass" => []
"mail" => []
"timezone" => array:1 [
0 => array:1 [
"value" => "UTC"
]
]
"status" => array:1 [
0 => array:1 [
"value" => "0"
]
]
"created" => array:1 [
0 => array:1 [
"value" => "1585648773"
]
]
"changed" => array:1 [
0 => array:1 [
"value" => "1687431623"
]
]
"access" => array:1 [
0 => array:1 [
"value" => "0"
]
]
"login" => array:1 [
0 => array:1 [
"value" => "0"
]
]
"init" => []
"roles" => []
"default_langcode" => array:1 [
0 => array:1 [
"value" => "1"
]
]
"metatag" => array:3 [
0 => array:2 [
"tag" => "meta"
"attributes" => array:2 [
"name" => "title"
"content" => "Anónimo | Club Excelencia en Gestión"
]
]
1 => array:2 [
"tag" => "meta"
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<p><strong>EVENTOS /</strong> JORNADA SANIDAD</p>\n
<p style="text-align: justify;"><img style="width: 100%; max-width: 675px; height: auto;" src="sites/default/files/fotos/images/noticias/eventos/jornada-sanidad-junio-2015.jpg" alt="Cinco caminos para alcanzar la excelencia" width="675" height="275" /></p>\n
<p style="text-align: justify;">Te invitamos a leer el resumen de la jornada Health & Management Meeting que descubrió a los profesionales sanitarios cómo empresas líderes en sus sectores han conseguido alinear las competencias del equipo con la misión de la empresa, las vías para garantizar la generación constante de proyectos de mejora organizacional, cómo establecer una gestión distribuida y coordinada de los procesos de la organización, y la manera de conocer y conectar de manera emocional con el cliente.</p>\n
<p style="text-align: justify;"><em>“Es absolutamente viable para el sector sanitario implementar buenas prácticas de gestión que ya funcionan en otros ámbitos. Hoy ha quedado demostrado que estamos en el umbral de conseguir nuevos niveles de eficiencia en nuestra operativa y entregar un mejor servicio a la sociedad”.</em> Esa fue una de las principales conclusiones recogida por Josep María Grego, director del Master GESAPH del Instituto de Formación Continua de la Universidad de Barcelona, IL3-UB, al finalizar el encuentro <strong><em>“Health & Management Meeting. Experiencias desde la excelencia”</em></strong> coorganizado por IL3-UB, el Foro de Excelencia en Sanidad del Club Excelencia en Gestión, FORUMITESS, ESADECREAPOLIS, con el soporte y colaboración del Plan interdepartamental de atención e interacción social y sanitaria (PIAISS), el Departamento de Salud y el Departamento de Bienestar Social y Familia de la Generalitat de Catalunya.</p>\n
<p style="text-align: justify;">En la mesa inaugural, Jordi Baiget, Secretario de Gobierno de la Generalitat de Catalunya, recordó el papel crucial que tienen las iniciativas de excelencia en gestión <em>“cuando el reto es garantizar la prestación de los servicios sociales básicos en un entorno de crisis económica, con un presupuesto que ha disminuido en un 20% desde 2010”.</em> Por su parte, Ignacio Babé, secretario general del Club Excelencia en Gestión, alabó la vocación de mejora continua del sector sanitario. En la misma línea, Edgar Jordà, director general de ESADECREAPOLIS, invitó a compartir conocimiento para generar nuevos modelos de negocio en ámbito de la salud. Apoyando este llamamiento, Neli Caldentey, directora general del Instituto de Formación Continua de la Universidad de Barcelona, destacó la vocación de IL3-UB de apoyar al sector sanitario en su constante evolución y recordó que <em>“más de 6.000 profesionales de la salud\u{A0} han participado de los 50 programas anuales que ofrece el Instituto consiguiendo aportar una innovadora visión en 360º a sus organizaciones, desde la misma práctica asistencial hasta la gestión”.</em></p>\n
<h5 style="text-align: justify;">Herramientas de excelencia</h5>\n
<p style="text-align: justify;">La primera de las sesiones a cargo del Hospital Plató, se centró en la <strong>Gestión por Competencias</strong>. Tras un largo proceso de análisis de la institución –que incluyó la definición de los perfiles más apropiados para cumplir con la misión del centro, entrevistas con los profesionales para evaluar su mapa de competencias y la creación de un plan de acción personalizado–, <strong>Hospital Plató ha conseguido mejorar el nivel de satisfacción de sus usuarios, crear una cultura de excelencia entre sus profesionales y alcanzar nuevos niveles de implicación y motivación del equipo.</strong></p>\n
<p style="text-align: justify;"><em>“La clave de la gestión por competencias es que sea un sistema evaluable, plenamente adaptado a la cultura y valores de la organización, e incluso, que pueda tener en su final de ciclo un sistema de incentivos”</em>, explicó Jordi Pujol, director general de Hospital Plató.</p>\n
<p style="text-align: justify;">A continuación, la experiencia de Banc Sabadell aportó valiosa información para desplegar un sistema de <strong>Gestión por Procesos</strong>. Con una tasa de crecimiento anual compuesto (CAGR) del 22% entre 1996 y 2012, en gran parte producto de la adquisición de 12 entidades, Banc Sabadell ha sido capaz de asumir el explosivo desarrollo de su estructura sin poner en peligro su operativa.</p>\n
<p style="text-align: justify;"><em>“Para evitar el riesgo de caos en esta evolución se trabajó un nuevo modelo de gestión con tres bases: una en relación a la misma organización, otra respecto a la ética, además de una enfocada al compromiso y a las capacidades de nuestros profesionales. Cada una de estas áreas contaba con <strong>un mapa de procesos estable, vinculado a un plan estratégico, con diversos perfiles responsables:</strong> uno funcional –que diseña, mantiene, normaliza y normativiza–; uno ejecutivo, encargado de implementar correctamente el proceso, y uno de producto, responsable de recoger el feedback del cliente para saber si se está trabajando en la línea correcta o no. Gracias a este enfoque hemos dotado a la entidad de una flexibilidad que ha sido clave para mantener nuestra posición en el mercado”,</em> explicó Pere Miralles, director de Riesgo Operacional y Calidad de Banc Sabadell.</p>\n
<p style="text-align: justify;">Sobre la <strong>Gestión por Proyectos</strong>, Enric Brull, director del Área de Conocimiento y Calidad de la Diputación de Tarragona, recordó que <em>“una organización no es nada más que un conjunto de rutinas. Si cada una de ellas es excelente, la organización debería ser siempre excelente. El problema es que <strong>las empresas e instituciones evolucionan y muchas veces sus rutinas permanecen inamovibles</strong>, provocando un conflicto entre lo que debería ser y lo que realmente es”.</em></p>\n
<p style="text-align: justify;">Para superar esta disfunción, el experto detalló cómo la Diputación ha generado un sistema de <strong><em>“rastreo constante de oportunidades de mejora basado en generar rutinas de cambio”</em></strong>. La dinámica de proyectos se apoya en una plataforma tecnológica: el responsable corporativo selecciona un “director del reto”, éste a través de una intranet invita a otros profesionales a ser parte de su equipo. El nuevo grupo de trabajo aporta ideas en relación al desafío, y en una fase posterior, se comparten todas las propuestas y se puntúan. La mejor de ellas se convierte en un anteproyecto, que finalmente se concreta en un proyecto de mejora.</p>\n
<p style="text-align: justify;">Pablo Ramírez, fundador de la consultora organizacional Sin Palabras, centró su intervención en los <strong>Perfiles de Empatía</strong>, una herramienta de gestión que ayuda a reconocer las verdaderas expectativas del consumidor para cumplir con ellas.</p>\n
<p style="text-align: justify;">Tal y como detalló en una sesión “dibujada”, <strong>el proceso a realizar por parte de la organización que quiere comprender a su cliente es realizar el camino inverso:</strong> “<em>Primero fijamos el objetivo, saber qué resultados queremos obtener; segundo nos centramos en las personas a las que nos vamos a dirigir y en las acciones que queremos conseguir de ellas; en tercer lugar definimos su perfil y generamos muchas preguntas en relación a sus expectativas, y por último, seleccionamos cinco de estos perfiles tipo y dibujamos las respuestas para generar un nuevo ámbito de comprensión de sus actitudes”.</em></p>\n
<p style="text-align: justify;">En línea con lo aportado por Ramírez, Marta Fina, directora de calidad de CaixaBank, comentó que <em>“bancos y sector sanitario comparten los mismos desafíos en relación a sus ‘clientes’: siempre se ha de entregar un valor añadido que esté estrechamente vinculado a sus emociones para conseguir fidelizarlo”.</em></p>\n
<p style="text-align: justify;">La propuesta de diseño de <strong>Mapa de Experiencia del Cliente</strong> implementada en CaixaBank está basada en tres pilares: el cliente está siempre en el centro, la búsqueda de experiencias positivas que queden en el recuerdo de la persona debe ser constante, y siempre se mide el impacto de las medidas adoptadas.</p>\n
<p style="text-align: justify;"><em><strong>“Es importante definir un Customer Journey, identificar los puntos de interacción que tenemos con el cliente, preguntándole directamente a él para reconocer cuáles son los ‘momentos de la verdad’,</strong> aquellos instantes en que si fallamos generamos una profunda desilusión en la persona que provocará que no regrese”</em>, recordó Marta Fina.</p>\n
<p style="text-align: justify;">Para finalizar, durante la clausura, Carmela Fortuny, Secretaria de Inclusión Social y de Promoción de la Autonomía Personal del Departamento de Bienestar Social y Familia de la Generalitat de Catalunya, recordó la relevancia que tiene para el despliegue del PIAISS el que las instituciones apliquen las herramientas analizadas: <em>“Nos permitirá conseguir un doble objetivo. Por un lado integrar efectivamente la atención sanitaria y social, y por otro, convertir a los ciudadanos en ‘fans’ de nuestro sistema”.</em></p>\n
<p style="text-align: justify;">Con este panel de expertos, <strong>Health & Management Meeting</strong> se convirtió en el primer evento en España en reunir a cuatro organizaciones poseedoras del <strong>Sello de Excelencia Europea EFQM 500+</strong> –Hospital Plató, Banc Sabadell, Diputación de Tarragona y CaixaBank–, el máximo reconocimiento de excelencia en gestión entregado por la European Foundation for Quality Management. El Modelo EFQM lo utilizan más de 30 mil organizaciones en todo el mundo. España cuenta con 450 empresas e instituciones certificadas, de las cuales sólo 57 ostentan el Sello EFQM 500+.</p>\n
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