Mexican Social Security Institute

Course to enhance the treatment of pregnant women

Implementation year

The Greet, Listen, Respond (Saludar, Escuchar, Responder – SER IMSS) Programme was jointly implemented in 2016 by the Mexican Social Security Institute (Instituto Mexicano del Seguro Social – IMSS) and the Mexican National Union of Social Security Workers (Sindicato Nacional de Trabajadores del Seguro Social – SNTSS) to transform the culture of service, improve the working environment and enhance treatment in the user service provided to beneficiaries. In 2017 it obtained a Certificate of Merit from the International Social Security Association (ISSA).

As the culture of a fair user service should be permanent, the IMSS and the SNTSS joined forces to enhance user service for pregnant women at one of the most important times of their lives.

According to the World Health Organization (WHO), women have the right to receive the highest standard of healthcare, including the right to decent, respectful care during pregnancy, childbirth and puerperium, as well as the right not to suffer violence or discrimination.

The IMSS and the SNTSS are committed to the wellbeing of pregnant women and, in 2018, they implemented a course providing awareness-raising tools that allow staff to generate awareness and enhance skills contributing to the prevention of obstetric violence.

Service quality