Training 100 percent of IMSS personnel in customer service has allowed reducing complaints and providing better treatment / @zoerobledo @Tu_IMSS >>>

#IMSS.- The Mexican Social Security Institute (IMSS) managed to certify 100 percent of the Technical Personnel in Attention and Orientation to the Rightful Beneficiary (TAOD) throughout the country through the Council for Standardization and Certification of Labor Competencies (CONOCER), in the Competency Standard 1268 «Attention to the User Based on the Culture of Good Treatment», which has made it possible to reduce complaints and provide better treatment to the rightful beneficiaries.

During the ceremony marking the 45th anniversary of TAOD Staff Day, the IMSS Director General, Zoé Robledo, pointed out that IMSS is working with the National Union of Social Security Workers (SNTSS) through the IMSS Identity program to ensure that people are treated well and that Institute personnel are trained in human rights, gender perspective, labor culture and administrative responsibility.

During the event held at the Congress Unit of the Siglo XXI National Medical Center, he informed that during 2022, 6,23,876 actions have been registered in support of the beneficiaries, complaints that have resulted in users satisfied that the institution took their concerns or needs into account.

He indicated that this figure represents a 51 percent increase in the number of procedures compared to 2019. In addition, there was a 16.6 percent decrease in service complaints in 2022 compared to 2019, from 37,573 to 31,320; and a 35.2 percent decrease in complaints of mistreatment in 2022 compared to 2019, from 13,448 to 8,716.

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