The National Strategy for Reinforcing Good Personal Treatment at the Mexican Social Security Institute (Instituto Mexicano del Seguro Social (IMSS)) has been developed to improve service quality perception for institutional service users at IMSS through eight components:

1. Development of service protocols for employees.
    
2. Permanent and targeted training to develop the employee's conscience, knowledge and abilities for service.
    
3. Internal communication campaign focused on institutional pride, values and service standards.
    
4. Employees' accompaniment through positive agents of change formation.
    
5.  Identification of users' routes and signaling pathways adjustment.
    
6. Qualitative and quantitative evaluation techniques for service improvement.
    
7. Implementation of incentive schemes on service quality.
    
8. Processes improvement according to users' experience.

The Strategy has been applied as a pilot programme with the first six components to nine units of medical and administrative services at IMSS since June, 2015. The units for the pilot were statistically selected by their characteristics. A synthetic method model was developed to identify a control group for impact evaluation. So far, the units have improved users' satisfaction and organizational climate.