Proposta de sistema de indicadores de qualidade para serviços de atenção à saúde em uma instituição sem fins lucrativos

Abstract

Society increasingly demands high quality services from organizations. When accounting for the health care area, this premise is no different, especially when considering the latent needs of users for services that improve their quality of life. In this context, it is essential that the planning and management of health organizations consider evaluation systems that are robust and make quality monitoring a must. The problem: the use of quality indicators in health care institutions is a fundamental step in organizational management, since the reading of their data helps in a better management of service quality control strategies, mitigating and correcting work processes and stimulating employee performance. With that in mind, the objective of this study is to propose a management process through a system of quality indicators for a philanthropic institution focused on health care services. In theoretical terms, the study seeks support in the understanding of quality in the service sector and, more specifically, in health care services, with emphasis on the possible ways of its evaluation and structuring of strategies that seek the evolution of the services provided. As for the methodology and procedures, this work is a methodological study of applied research, being a field research with an exploratory and descriptive character, whose object of study is a philanthropic institution that provides health care services, located in the municipality of Vila Velha, in the state of Espírito Santo. Holy. Data collection and analysis was characterized by an integrative literature review and, subsequently, the “Reference Guide for the Construction and Analysis of Indicators”, by Leandro Oliveira Bahia, whose methodology was adapted to use ten steps to build a system of performance measurement by quality indicators, with the purpose of developing, validating and monitoring them. The results led to the identification, through the integrative review, of quality indicators used in the health care area. A selection process was carried out for the indicators most in line with the organization, and each of its aspects was constructed: measurement objective; critical success factors; calculation formulas; goals; responsible for verifying and defining the form of data collection. In the end, a system containing nine quality indicators was developed to be proposed to the institution. It was observed with this research the importance of evaluation and monitoring methods in the area of health care, and how quality indicators can be of extreme value to aid in the excellence of the services provided. The technical product developed from this study was a work process characterized as a management tool, with the purpose of contributing to the management of the quality of health services, to combat failures in work processes and improve the quality offered to users.