Background on IMSS and its Importance
The Instituto Mexicano del Seguro Social (IMSS) is a Mexican government agency responsible for administering social security programs, including healthcare and pension benefits. With over 20 million beneficiaries, IMSS plays a crucial role in ensuring the well-being of millions of Mexicans.
Implementation of Direct Service Strategy
Gabriela Paredes Orozco, head of the Attention to Beneficiary Rights Unit at IMSS, announced that a new strategy prioritizing direct service to individuals has significantly reduced complaints within the institute. In comparison to 2024, complaints have dropped by 40% in the first half of 2025. Furthermore, complaints have decreased by 79% when comparing 2024 to 2019.
Historical Context of Complaints
In 2019, IMSS received 44,113 complaints. By 2024, this number had decreased to 9,133. During that same year, IMSS processed 8.5 million petitions, with 89.1% being requests for guidance, 10.5% being administrative tasks, and only 0.27% complaints.
Transition to Direct Service
Previously, petitions were processed through mailboxes, where complaints, guidance requests, and suggestions were received. Now, the primary method of attention is through modules installed in medical and administrative units, alongside a telephone helpline (800 623 2323), the X @Tu_IMSS account, IMSS’s official page messenger, and their Facebook page (
Improvements in Service Delivery
To enhance service, several actions were implemented:
- Increased Staff: The number of technical personnel dedicated to handling beneficiary and family petitions increased from 1,706 in 2019 to 2,031, a 19% rise. These personnel manage 1,077 modules across IMSS’s 938 installations nationwide.
- Certification: All unit employees are now certified by the Consejo Nacional de Normalización y Certificación de Competencias Laborales (Conocer), ensuring consistent service quality across all modules.
- Homologated Orientation: The 125 most common procedures were identified, and the online tool IMSS-Infórmate was developed. This resource allows users to learn how to complete each procedure independently, without relying on intermediaries.
- Immediate Attention Policy: A policy prioritizing immediate attention to beneficiary demands was introduced. For instance, if a person complains about not receiving their medication, IMSS investigates the issue promptly.
Impact of Changes
Paredes Orozco highlighted that the shift from mailbox communication to immediate, personal attention has positively impacted patient care quality. Direct interaction with individuals allows for a better understanding of their needs, leading to more accurate and timely responses.
Key Questions and Answers
- What is IMSS? The Instituto Mexicano del Seguro Social (IMSS) is a Mexican government agency responsible for administering social security programs, including healthcare and pension benefits.
- How many complaints were there in 2019? IMSS received 44,113 complaints in 2019.
- What has been the reduction in complaints since implementing the new strategy? Complaints have decreased by 40% in the first half of 2025 compared to 2024, and by 79% when comparing 2024 to 2019.
- What changes were implemented to improve service? IMSS increased staff, ensured consistent service quality through certification, homologated orientation procedures, and introduced a policy prioritizing immediate attention to beneficiary demands.