Mapeamento de processos no setor de guias e autorizações de urgência: uma aplicação no ambiente hospitalar

Abstract

In view of the economic and social context with regard to the health area in our country, process management is an important axis in the search for continuous improvement in hospital administration. Therefore, it is essential to address the emerging trend of innovation that new global practices, methodologies and technologies applied to hospital organizations, taking them to a new level of management. The research seeks to implement the mapping of processes in the Sector of Guides and Authorizations in a private hospital, in the municipality of Recife/PE. Regarding the methodology, regarding the type of research, we used the descriptive and exploratory method, and as for the approach, it was defined as a qualitative research and case study. On-site observation, documentary analysis and unstructured interviews were used as procedures to map the processes of emergency authorizations, identify bottlenecks and propose solutions and improvement strategies in order to optimize existing processes. According to the results obtained, despite automation, there is still a long waiting time per sector, in addition to the problem with the lack of a map that would help in decision making. Thus, it is possible to conclude that, even though it is efficient, it is still necessary to make adjustments that will make processes and referrals faster.