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Publication
O impacto dos sistemas de gestão da qualidade no Hospital-Escola Fernando Pessoa
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 42523 | 2.3 MB | Adobe PDF |
Advisor(s)
Abstract(s)
A qualidade dos serviços de saúde é essencial para garantir o bem-estar dos utentes e a eficácia dos cuidados prestados, dessa forma, os sistemas de gestão da qualidade (SGQ) desempenham um papel crucial ao garantirem a eficácia, eficiência e segurança dos serviços hospitalares, uma vez que são óticas organizacionais que garantem que os produtos e/ou serviços atendem aos requisitos de qualidade estabelecidos e procurados pelas entidades reguladoras e clientes. Por forma a visualizar a importância da implementação de tais sistemas, tanto em organizações de saúde públicas como privadas, importa, através de diversas revisões bibliográficas, perceber o conceito de sistemas de gestão da qualidade, bem como as vantagens da sua certificação, como a redução de custos com desperdícios e reclamações, melhoria no cumprimento de metas, no aumento da produtividade, ou na manutenção da qualidade do serviço. Adicionalmente, é fulcral, através de estudos de caso como seja do Hospital-Escola Fernando Pessoa, encarar as sinergias entre a gestão da qualidade e a gestão hospitalar, destacando as vantagens que tal relação pode arrecadar para essas organizações, tais como o fortalecimento de uma cultura organizacional baseada na responsabilidade, transparência, comunicação aberta e colaboração entre as equipas. Torna-se, então, essencial conhecer e olhar de perto os diversos departamentos do hospital, incluindo aqueles com os quais os utentes não contactam diretamente, mas que desempenham um papel e funções essenciais para o pleno funcionamento da instituição. Nestes, é primordial dialogar com os respetivos responsáveis com o objetivo de entender o dia-a-dia dos profissionais, os desafios enfrentados, as suas necessidades e expectativas, o que ajuda a identificar oportunidades de melhoria em ordem a otimizar os resultados e a satisfação dos profissionais. Identificando as urgências dos diversos setores compreende-se como a integração entre departamentos é fundamental para a eficiência operacional e a qualidade dos serviços prestados, uma vez que esta permite detetar pontos de melhoria, promove a comunicação eficaz entre equipas e garante que todas as áreas contribuam para o objetivo comum de proporcionar cuidados de saúde de alta qualidade aos utentes. Um dos principais desafios identificados passa pela necessidade de aperfeiçoar os processos internos como a gestão de recursos, a comunicação interdepartamental e a padronização de procedimentos. Como tal, a implementação de um sistema de gestão da qualidade permite abordar e responder a estes desafios de forma estruturada promovendo a excelência operacional em toda a organização. Em resumo, os SGQ proporcionam uma visão abrangente sobre o contexto hospitalar e como a interação entre a gestão da qualidade e os diversos serviços hospitalares pode arrecadar benefícios significativos para a eficiência, eficácia e segurança dos cuidados de saúde. Assim é, então, reforçada a convicção de que a qualidade dos serviços de saúde é uma prioridade fundamental e que os sistemas de gestão da qualidade desempenham um papel essencial nesse processo.
The quality of health services is essential to guarantee the well-being of users and the effectiveness of the care provided, therefore, quality management systems (QMS) play a crucial role in guaranteeing the effectiveness, efficiency and safety of hospital services, since they are organizational perspectives that guarantee that products and/or services meet the quality requirements established and sought by regulatory entities and customers. In order to visualize the importance of implementing such systems, both in public and private health organizations, it is important, through several bibliographic reviews, to understand the concept of quality management systems, as well as the advantages of their certification, such as the reduction of costs with waste and complaints, improvement in meeting goals, increasing productivity, or maintaining service quality. Additionally, it is essential, through case studies such as the Fernando Pessoa Teaching Hospital, to address the synergies between quality management and hospital management, highlighting the advantages that such a relationship can bring to these organizations, such as strengthening an organizational culture based on responsibility, transparency, open communication and collaboration between teams. It is therefore essential to know and look closely at the hospital's various departments, including those with which users do not come into direct contact, but which play an essential role and functions for the full functioning of the institution. In these, it is essential to dialogue with those responsible in order to understand the day-to-day lives of professionals, the challenges faced and their needs and expectations, which helps to identify opportunities for improvement in order to optimize results and satisfaction of professionals. By identifying the urgencies of the different sectors, it is understood how integration between departments is fundamental for operational efficiency and the quality of services provided, as this allows the detection of points for improvement, promotes effective communication between teams and ensures that all areas contribute towards the common goal of providing high quality healthcare to users. One of the main challenges identified is the need to improve internal processes such as resource management, interdepartmental communication and standardization of procedures. As such, the implementation of a quality management system makes it possible to address and respond to these challenges in a structured way, promoting operational excellence throughout the organization. In summary, the QMS provide a comprehensive view of the hospital context and how the interaction between quality management and the various hospital services can bring significant benefits to the efficiency, effectiveness and safety of healthcare. This reinforces the conviction that the quality of health services is a fundamental priority and that quality management systems play an essential role in this process.
The quality of health services is essential to guarantee the well-being of users and the effectiveness of the care provided, therefore, quality management systems (QMS) play a crucial role in guaranteeing the effectiveness, efficiency and safety of hospital services, since they are organizational perspectives that guarantee that products and/or services meet the quality requirements established and sought by regulatory entities and customers. In order to visualize the importance of implementing such systems, both in public and private health organizations, it is important, through several bibliographic reviews, to understand the concept of quality management systems, as well as the advantages of their certification, such as the reduction of costs with waste and complaints, improvement in meeting goals, increasing productivity, or maintaining service quality. Additionally, it is essential, through case studies such as the Fernando Pessoa Teaching Hospital, to address the synergies between quality management and hospital management, highlighting the advantages that such a relationship can bring to these organizations, such as strengthening an organizational culture based on responsibility, transparency, open communication and collaboration between teams. It is therefore essential to know and look closely at the hospital's various departments, including those with which users do not come into direct contact, but which play an essential role and functions for the full functioning of the institution. In these, it is essential to dialogue with those responsible in order to understand the day-to-day lives of professionals, the challenges faced and their needs and expectations, which helps to identify opportunities for improvement in order to optimize results and satisfaction of professionals. By identifying the urgencies of the different sectors, it is understood how integration between departments is fundamental for operational efficiency and the quality of services provided, as this allows the detection of points for improvement, promotes effective communication between teams and ensures that all areas contribute towards the common goal of providing high quality healthcare to users. One of the main challenges identified is the need to improve internal processes such as resource management, interdepartmental communication and standardization of procedures. As such, the implementation of a quality management system makes it possible to address and respond to these challenges in a structured way, promoting operational excellence throughout the organization. In summary, the QMS provide a comprehensive view of the hospital context and how the interaction between quality management and the various hospital services can bring significant benefits to the efficiency, effectiveness and safety of healthcare. This reinforces the conviction that the quality of health services is a fundamental priority and that quality management systems play an essential role in this process.
Description
Projeto de Graduação apresentado à Universidade Fernando Pessoa como parte dos requisitos para obtenção do grau de Licenciado em Ciências Empresariais
Keywords
Sistemas de gestão de qualidade Hospital-Escola Fernando Pessoa Serviços de saúde Gestão de qualidade em saúde Eficácia e eficiência em saúde Quality management systems Fernando Pessoa Teaching Hospital Health services Health quality management Effectiveness and efficiency in healthcare