Mexico's IMSS relaunches Dignified Treatment to transform patient care nationwide

Zoé Robledo, director of Mexico's Social Security Institute (IMSS), announced the relaunch of the "Dignified Treatment" initiative, part of a new care approach aimed at upholding rights, fostering empathy, and ensuring dignity for patients.

During President Claudia Sheinbaum Pardo's morning press conference on Tuesday, December 2, at the National Palace, Robledo explained that the initiative includes 11 key actions under this renewed framework.

He added that the number of patient care specialists—who listen to patients and their families, address complaints, and resolve issues with a focus on respectful treatment—has been expanded to 2,350. Additionally, the number of service modules has increased to 1,083.

11 Actions to Improve Patient Care

Robledo outlined the 11 measures designed to enhance services for IMSS beneficiaries:

• A new professional identity, including uniforms, vests, ties, and badges.
• Visual branding for Dignified Treatment across all 1,083 service modules.
• A real-time virtual dashboard to monitor and resolve the most complex cases, unit by unit.
• A Dignified Treatment wall to recognize exemplary staff and display the ten principles of respectful care.
• 546 new modules to ensure full coverage in all Family Medicine Units and hospitals.
• Hiring additional staff for shifts and emergency services.
• A new Central Dignified Treatment Committee, along with regional committees.
• Full certification of all Dignified Treatment agents in respectful care protocols.
• Bimonthly patient perception surveys on care quality in 100% of hospitals.
• Establishing November 16 as Patient Care and Guidance Specialists' Day.
• Local task forces with executives to analyze and address root causes of poor treatment.