Supersalud orders four EPS to implement plan to reduce medical appointment delays

Four EPS—Nueva EPS, Salud Total, Sanitas, and EPS Sura—concentrated 55.32% of all medical appointment-related complaints in July 2026, prompting the Superintendencia Nacional de Salud to order an immediate plan to reduce delays. Source: El Colombiano, Portafolio The entities accumulated 31,512 complaints, with Nueva EPS leading at 8,328 (14.62%), followed closely by Salud Total (8,062), Sanitas (7,576), and Sura (7,546). Source: La República

The order

The plan requires the EPS to:

• Reduce wait times for appointment scheduling.
• Clear backlogged cases.
• Improve internal processes to prevent future delays. Source: Infobae

Juan David Duque, superintendente delegado, stated, "It is unacceptable that users have to come to the Superintendence to get a medical appointment." Source: Portafolio The Supersalud will monitor compliance and may impose sanctions if delays persist. Source: El Colombiano

The context

The surge in complaints coincides with a peak in respiratory illnesses and school holidays, exacerbating access barriers. Source: Portafolio Duque emphasized that timely appointments are a right and a duty. Source: La República

The Superintendence warned that non-compliance could lead to inspection and control actions. Source: Infobae It will track PQRD trends to ensure improvement. Source: El Colombiano