Capital Salud agiliza entrega de medicamentos: 60 % de afiliados recibe fórmulas en menos de 30 minutos

Capital Salud EPS has reported improvements in medication delivery after modifying its dispense model and removing an authorizations step that users previously had to complete. This information comes from El Tiempo. With the new system, the entity claims that 60% of its members receive medications in less than 30 minutes after their consultations.

The strategy involves expanding the dispense network and opening new delivery points in areas such as Bosa, Danubio, and Sumapaz, aiming to bring pharmaceutical services closer to patients and reduce travel within the city. Currently, the EPS serves 1,127,000 members in Bogotá, Soacha, and Meta, predominantly from the subsidized regime.

The delivery model change follows numerous complaints during the first half of 2025 regarding delays and long queues for obtaining medications, prompting adjustments in the pharmaceutical management of the entity, as reported by the media.

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According to the general manager of Capital Salud, Marcela Brun Vergara, one of the key changes was to eliminate a step in the authorization process, which allowed for faster medication delivery for many of the treatments prescribed to members.

“We aimed to do things differently, and in that process, we managed to establish a prospective contracting model with our pharmaceutical manager, where, through information systems and connection with this partner, we eliminated a step in the authorization,” Brun said, as quoted by El Tiempo.

Before the system modification, patients had to complete an additional process to authorize their medication delivery. With the new setup, the process is handled internally by the EPS and the pharmaceutical operator.

This means that users can leave their consultation with a medical prescription and head directly to the pharmacy point to pick up their medication, while the EPS manages the dispatch and verification internally.

However, the entity clarified that this model does not apply to all medications. Some treatments require special controls or additional procedures, as is the case with controlled substances or medications not financed within the system.

“There are medications that require different tracking, such as those needing documentation or prescribed because they are not funded; in that case, we must carry out an additional procedure, as well as for controlled substances,” Brun noted, cited by the media.

Entity statistics indicate that during 2025, nearly 9.7 million medication authorizations were made through virtual and in-person channels, highlighting the volume of transactions handled by the EPS among its affiliates.

In addition to the changes in the authorization process, Capital Salud also expanded its dispense network to enhance pharmaceutical service coverage in various city areas.

A new delivery point was opened at the Bosa Hospital, while the EPS is working on opening new locations in Danubio and Sumapaz. These facilities are part of a decentralization strategy aimed at bringing medications closer to users.

As explained by the entity’s manager, there are currently around 13 dispensing points throughout Bogotá, many of which are integrated into the district health system sub-networks.

“We currently have approximately 13 points across the entire city. Specifically at these points in the Subnetworks, we have opened one at the Bosa Hospital, which is public-private, and we are in the process of opening a center in Danubio, in the resolutive node, which should open in the coming days,” Brun stated, as quoted by El Tiempo.

In the case of Sumapaz, the EPS plans to open a new dispensing point in April while necessary infrastructure adjustments are underway.

In addition to new delivery centers, the strategy incorporates other measures to enhance service, such as increasing personnel in high-demand locations, providing permanent guides in pharmacies, and offering home delivery of medications at specified times.

These actions align with the district model called ‘Más Bienestar’, which aims to bring health services closer to citizens to avoid lengthy travel within the city.

According to the EPS manager, one significant issue in the system was the time and cost patients incurred from having to travel between hospitals, administrative offices, and dispensing centers to obtain their medications.

“We recognized that transportation was one of the most delicate issues, not just due to delays, but also because of the expenses incurred by citizens having to travel from the hospital to an administrative office and then to a medication delivery center,” Brun explained, as quoted by the media.

With the implemented changes, the EPS also reported improvements in service times at its affiliate service points.

According to the entity’s data, the average in-person service time has decreased from one hour to approximately 20 minutes, significantly reducing wait times for users.

The EPS also stated that based on the information gathered during this adjustment process, new indicators have been included in contracts with pharmaceutical operators.

These indicators aim to measure aspects such as the number of user complaints, response times for medication delivery, and clinical outcomes of treatments.

“We are incorporating indicators in our negotiations, specifically in contracts, to measure these achievements we want for users, whether in the number of complaints, response times to these patients, and clinical outcomes,” Brun stated, as quoted by El Tiempo.

According to the entity, the implemented changes have also led to a global reduction in requests, complaints, and claims related to pharmaceutical services, with user satisfaction levels reaching 97%, according to internal measurements.