Design de serviços e o pensamento enxuto: inovação na atenção primária do serviço público de saúde

Abstract

Brazil currently has one of the most complex public and free healthcare services in the world, ranging from simple care and drugs delivery, to organ donation surgeries and other complex procedures. In this difficult and complex context of a service, the country is experiencing a deep crisis that is currently increasing social inequality, as well as putting at risk basic services, such as healthcare. To search for an alternative that could help overcome this situation and to think about the future of public health, while guaranteeing a quality service, concepts in service design and lean thinking was pursued to reduce losses and raise awareness to all stakeholders. Through a multiple case of study between a basic health unity in Brazil and another in Portugal this research used interviews, usability tests, bibliographic research and other resources to have a view of the use and application of these techniques and to compare the development of these units and the use of technology with the users. The present research gives recommendations to improve the blueprint tool, integrating concepts from the Lean Thinking, improving the services of a family clinic and its performance in primary care, in a continuous and iterative way, seeking to create a system that can encourage and educate the population about healthcare as well as helping prepare employees to better utilize resources and eliminate waste.