Implementação de melhorias nos processos de uma empresa prestadora de serviços de saúde

Abstract

This final paper aims to implement process improvements in a health service provider, in João Pessoa/PB, Brazil. The initial problem was identified through the high rate of idle time among health professionals, caused by flaws in scheduling control and a high incidence of appointment cancellations and no-shows without prior notice. The methodology adopted included action research with active participation from the author, as well as the application of diagnostic tools such as the Ishikawa diagram and 5W2H. The Lean Thinking philosophy was also employed, aiming to reduce waste and optimize patient service flow. The research involved direct observations, interviews with managers and staff, and a document analysis of internal processes. Among the main proposed actions were the creation of a waiting list to fill vacant slots, the introduction of fines for patients canceling with less than 24 hours’ notice, and training sessions for employees to standardize service protocols. Structural problems, such as internet instability and the excessive workload of assistants, were also addressed in the action plan. After implementing the improvements, a significant reduction in idle time was observed, especially in the dental, nutrition, and psychology departments. The efficiency and utilization rates of human resources increased, leading to a higher number of appointments and, consequently, an increase in the unit's revenue, which is directly tied to the volume of services provided. The results highlight the effectiveness of the proposed actions, demonstrating that efficient process management is essential to improving productivity and service quality in health care. This study also underscores the importance of adopting management methodologies such as Lean Thinking to achieve continuous and sustainable improvements in organizations.