- PUBLICADO:
Procuraduría inspeccionó a EPS Famisanar por incremento de quejas y fallas en la atención a usuarios
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La Procuraduría General de la Nación realizó el pasado 14 de julio de 2025 una inspección en las instalaciones de la EPS Famisanar, en Bogotá, motivada por el aumento significativo de quejas y acciones legales presentadas por sus afiliados y asociaciones de pacientes. La diligencia fue adelantada por la Procuraduría Delegada para Asuntos del Trabajo y Seguridad Social, en coordinación con la Dirección Nacional de Investigaciones Especiales.
El objetivo central de la visita fue recolectar información sobre posibles deficiencias en la prestación de servicios de salud, así como verificar la forma en que la entidad gestiona las peticiones, quejas, reclamos y sugerencias (PQRS) de los usuarios.
Según informó la Procuraduría, las principales inconformidades están relacionadas con “dificultades en el acceso a los servicios y escasez de medicamentos”, situaciones que han generado un aumento en las acciones de tutela y reclamos por parte de pacientes que requieren atención médica oportuna.
Evaluación técnica, jurídica y financiera de la EPS Famisanar
Durante la visita, el ente de control solicitó información técnica que permita evaluar la calidad del servicio prestado, los soportes de las atenciones realizadas y la trazabilidad de las solicitudes de los usuarios. Se revisaron también los mecanismos que utiliza Famisanar para responder las PQRS dentro de los tiempos establecidos por la normativa vigente.
En el componente jurídico, la Procuraduría requirió un reporte detallado de las acciones de tutela presentadas en contra de la EPS, así como los incidentes de desacato, demandas vigentes y documentación legal que evidencie el estado actual de los procesos en curso.
Desde la dimensión financiera, el Ministerio Público solicitó conocer el estado de la deuda con la red prestadora de servicios de salud y la información relacionada con la suficiencia financiera de la entidad, un componente clave para garantizar la sostenibilidad operativa y la atención continua a los afiliados.
Análisis institucional para diagnóstico integral
Por su parte, el Ministerio Público anunció que toda la información recolectada será contrastada con otras fuentes institucionales, con el propósito de construir un diagnóstico integral que permita determinar posibles omisiones, deficiencias estructurales o riesgos en la continuidad del aseguramiento.
Aunque no se han anunciado medidas sancionatorias inmediatas, la intervención preventiva se enmarca en las facultades constitucionales del órgano de control para ejercer vigilancia sobre entidades que prestan servicios esenciales y que podrían estar vulnerando derechos fundamentales en salud.
La EPS Famisanar cuenta con una amplia base de afiliados en el régimen contributivo y subsidiado. Por tanto, el volumen y frecuencia de las quejas elevadas a instancias judiciales y administrativas representa una señal de alerta para las autoridades sanitarias, reguladoras y de control, especialmente en un momento en el que el sistema de salud colombiano enfrenta una alta presión financiera y operativa.
Nathalia Moreno González
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