Heidi Giovana Riveros Pérez is a distinguished Medical Service Director, celebrated for her exceptional ability to oversee healthcare operations with precision and compassion.
With extensive experience in managing emergency services and home care clinics, she excels in leading multidisciplinary teams to deliver seamless, patient-centered care. Heidi’s dedication to operational excellence and her commitment to the humanization of healthcare have solidified her reputation as a leader in the field.
We sincerely thank Heidi for sharing her invaluable insights and experiences with our readers, offering a deeper understanding of the critical role medical service management plays in modern healthcare.
From a very young age, I had a clear interest in medicine, which led me to study at the Juan N. Corpas School of Medicine, a renowned institution in Colombia known for its academic excellence and comprehensive approach to training doctors with strong human values. While at this university, I received high-level training with an emphasis on patient-centered care and solving complex clinical problems.
A key aspect of my training was clinical rotations, particularly in trauma and emergency care, where I discovered my passion for managing critical situations. These experiences helped me develop essential skills such as handling high-stress situations effectively, making quick decisions, and coordinating with teams.
After completing my degree and fulfilling my mandatory social service, I worked in the emergency department of the Girardot Hospital. There, I encountered challenging and varied cases daily, which further refined my expertise in emergency management and solidified my decision to specialize in this field.
Motivated by a desire to make a difference in critical medical care, I pursued a postgraduate degree in emergency medical care, which deepened my technical knowledge and enhanced my ability to respond under intense pressure. Following this training, I gained valuable experience working in intensive care and coronary care units, enriching my clinical skills and shaping a robust approach to managing complex medical scenarios.
The key to success in this regard was achieving synchrony between the following aspects:
1. Encouraging Open Communication: Establish effective communication channels among all team members to ensure smooth information flow. Short, regular team meetings are essential for fostering clarity and cohesion.
2. Demonstrating Confidence in Emergencies: Acting decisively and confidently in critical situations instills trust within the team and sets a strong example of leadership.
3. Implementing Well-Defined Protocols and Training: Standardized protocols and thorough staff training help reduce confusion and ensure consistent responses in critical situations. It is equally important to foster an environment where every team member feels empowered to make decisions and take action. This approach not only improves morale but also enhances the team’s ability to respond effectively.
4. Providing Regular Training Opportunities: Offering ongoing education on clinical practice guidelines ensures that the team remains prepared to handle any situation confidently and competently.
5. Prioritizing the Mental Health of the Team: Recognize the stress associated with working in an emergency setting and provide resources and support for mental well-being. This includes coaching sessions, wellness activities, and fostering a supportive work environment.
6. Monitoring and Improving Performance: Regular performance evaluations provide constructive feedback, identify areas for improvement, and celebrate team achievements. This process helps maintain motivation and drives excellence.
7. Fostering Interdisciplinary Collaboration: Coordinating teams from various specialties encourages a holistic approach to patient care, improving outcomes and enhancing the perception of the management plan.
8. Setting Clear and Measurable Goals: Establishing well-defined objectives aligns the team around common priorities, ensuring focus and accountability.
One of the main challenges for a home care and palliative care clinic in Colombia is maintaining a strong position in the market amid a competitive landscape. To address this, a key differentiating factor was necessary: offering high-quality, personalized services and expanding geographical coverage into underserved areas.
Additionally, ongoing governmental changes in the healthcare sector require adaptation and strategic planning to ensure sustainability. Limited economic resources and rising service costs necessitate the optimization of resource management, while managing both clinical and financial risks is crucial for patient safety and financial viability.
Another significant challenge has been maintaining the company’s reputation, which is critical for attracting new patients, retaining the trust of existing ones, and securing partnerships with insurers. Equally important is placing the patient at the center of all decisions to provide compassionate, individualized care.
To address these challenges, we developed a tailored tool, Servi, designed to optimize operational management. Created by a team of systems engineers and guided by myself and the company’s management team, the Servi app has significantly enhanced our efficiency by enabling us to:
These improvements have directly impacted service billing by ensuring proper and timely documentation, preventing financial losses, and improving resource allocation through better visibility of demand and supply.
In summary, the Servi app has become indispensable for maintaining quality and efficiency, significantly enhancing patient care and financial performance.
To ensure quality care, I always dedicate myself to directly listening to the needs, concerns, and desires of each patient and their family. Treating each patient with respect and dignity is a priority, taking into account their values and beliefs. Services must be tailored to each patient’s preferences and customs, with an emphasis on involving the family in decision-making.
The creation of emotional support programs is essential. To address this, I designed a specialized program to support patients with complex family dynamics. Additionally, establishing support groups allows patients to share their experiences and receive encouragement from others in similar situations.
A comprehensive evaluation of the physical, emotional, and social needs of each patient—along with an assessment of their family and social environment—enables more personalized care. This includes designing a customized care plan and fostering an atmosphere of trust and security in the patient’s home.
Finally, it is crucial to use quality indicators to measure the effectiveness of care and assess patient satisfaction.
I believe that my most significant achievemet lies not only in the numbers or systems I have implemented but in the lives I have touched. In the emergency room, I had the privilege of saving patients in critical, life-threatening situations, reuniting them with families who thought they had lost a loved one.
On the other hand, in palliative care, I ensured that many patients lived their final days with dignity, free from pain, and surrounded by the love of their families.
My most remarkable achievement has been navigating this contrast: the adrenaline of saving lives and the serenity of accompanying patients in their final moments. Being present during these pivotal moments of human existence and giving my very best in each of them has been my greatest accomplishment.
In many workshops, the importance of treating each patient as a unique individual with their own specific needs has been emphasized. These workshops have provided me with tools for empathetic communication with patients and their families. I have also learned to incorporate the concept of patient-centered care into my daily practice, which involves working collaboratively with other health professionals.
Regarding emergency medicine, workshops and symposia have kept me updated on the latest advancements in the treatment of medical emergencies. Through simulations and clinical scenarios, I have been prepared to handle high-pressure situations and make swift, effective decisions during emergencies.
Each workshop and symposium has offered me the opportunity to reflect on my clinical practice and identify areas for improvement. These events have reinforced the importance of combining clinical excellence with compassionate, humanized care.
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