Estruturação e implantação da gestão de indicadores de desempenho em uma clínica de oncologia utilizando o BSC

Abstract

Cancer treatment has experienced a significant growth in its demand - worldwide - and the competition has become harder and harder. Clinics and hospitals need to offer to their custumers a higher level of quality, safety, agility, among others. In order to make those changes it is needed to set a way to measure the performance of their services, procedures, timing, costs, etc. The aim of this paper is to present the systematic used to develop a set of performance indicators that provide the management and monitoring department of an oncology centre in the city of João Pessoa with higher quality information. An applied research was used due to the fact that this paper discusses real-life situations. The methodological procedures include a bibliographic research and a case study. Throughout the development of this paper some estrategies were identified in a previous study made by the company, and based on that study new peformance indicators were created to help the company with its decision-making and evaluation process. The performance indicators were standardized and an experimentation of the proposal was explaneid and it will even be put into practice in the company’s next strategic planning