Melhoria dos serviços de saúde prestados à população: uma abordagem da Engenharia de Processos em unidades da Atenção Primária e Secundária

Abstract

The (dis) organization of the public health system has gaps that impact operations between levels of care, resulting in the inability to offer the population continued care. In addition, there are several obstacles faced by these organizations (budget, availability of resources, political pressures, etc.) that make it increasingly challenging to continue offering assistance to users, performing with quality and meeting the basic principles of SUS. In this context, this dissertation aims to identify the current challenges in health operations, analyze them in the light of the methods and tools of Production Engineering and formulate solutions and / or design artifacts. For this purpose, the present dissertation was divided into six documents and Business Process Engineering was used as a conceptual pillar for the interventions carried out in them. The results include the identification of maturity in the quality system of health organizations, explicit organizational processes, better use of resources (reduction of rework and idleness and better use of the technical capacity of teams), reduction of crossing time (reduction of unnecessary movement and waiting time), satisfaction of professionals and users. In conclusion, firstly, public organizations are still at a premature stage in terms of quality management, which reflects the challenges faced in the later phases of the project. Then, the practices found in the relationships between the levels of assistance corroborate the discussion found in the literature regarding the impacts on the integrality of assistance. Finally, we conducted the study on the organization of the reception processes implemented and resulted in improvements in user access to health services