Desenvolvimento e implantação de uma estrutura de medição para monitoramento do desempenho de um hospital

Abstract

The present study aims to describe the activities developed in a private hospital, in the area of Quality and Process Management. With the competitiveness lived by the institutions allied to a more critical and demanding client, the search for excellence is always occurring in institutions. Observing the current scenario of the company was seen an opportunity for improvement in the monitoring of its results. The main goal of the work is to set up a structure for monitoring hospital performance in its various sectors focused on patient flow. Developing a value chain, determining the critical processes, reviewing the processes in a methodology adapted to the needs of the organization, developing the indicators for monitoring and panels for visualization of the indicators. Through meetings with managers, it was possible to map the macroprocesses for the elaboration of the value chain as well as to prioritize the revisions. With the monitoring panels there was an increase in the ease of access to information for decision making.