Gestão da qualidade em um setor de radiologia hospitalar: um estudo no centro de diagnóstico por imagem (Santa Catarina)

Abstract

The preoccupation of the administrators of hospitals and clinics with the quality in the provision of health services is increasing. The increased competition, technological innovations, the dissemination of information and greater demands from customers have led companies in the health field, to devote more attention to the quality of services. Universal access to information has changed the attitude of the this patient came to be called a client, and in turn he became more demanding in their choices. The client ultimately wants to understand, give opinions, interact and choose the best possible way before the various options available in the market. This work aims to identify common problems in the field of Radiology Hospital and the routine’s situations that affect the management of the sector and influence the quality of services in order to propose improvements. This research used the following methodology of literature research, descriptive research and case study. The unit studied was the Center for Diagnostic Imaging (CDI), Hospital São José (Criciúma - SC), with 33 employees were interviewed using a questionnaire. The relevant criteria that affect the quality management and should be solved seeking the satisfaction of the customer refer to the accommodation of patients, the organization of the environment, the appearance of facilities and equipment, working conditions, hygiene of the environment, training of employees to perform their function sand value of the employee within the hospital. In relation to common situations that affect the management of the radiology sector and affect the quality of services were identified the fact that the sector put in the same space inpatient (hospital) and external (which only came to an exam), the claim of patients, work overload, difficulties to meet the tests, the delay in treatment, the existence of patients unprepared for the exam, the waste of materials, repetition of tests and the loss thereof. It was concluded that an project to improve should be implemented considering the following actions: Reform in infrastructure to improve the appearance of installations, invest in training and educating employees, invest in communicating with patients ,implement a total quality program and mapping of processes and strengthen communication among CDI and the other producing sectors of applications