On December 2012, a total of 32,103 covered patients had been waiting for 432 days (on average) to undergo a surgical procedure, which translated into 50 per cent of dissatisfaction and reliability loss that showed up in several surveys.

Therefore, the top management established - as an institutional policy - a new model called Trust-Building Plan: More Surgeries, Less Waiting, which turns the waiting into a new opportunity to get back the trust of covered patients and associates, and to increase user's satisfaction.

Regulatory-administrative measures were designed and applied, such as the institutionalization of the Trust-Building Plan, the creation of the Central Unit for Patients Fit for Surgery Management. Processes of continuous improvement are identified, which enhanced our offering and the contracting of third parties. We carry out massive informative conferences and sessions on immediate care called “EsSalud te pone en buenas manos” (EsSalud leaves you in good hands).

Up until April 2015, the average waiting period was reduced from 432 to 91 days; some 21,738 more surgeries took place, as well as 2,879 surgeries in private institutions.

A 68.2 per cent of the covered patients are satisfied with the care services provided in EsSalud and 90 per cent of them are satisfied with the care services provided in private institutions.