The objective of this work is to carry out a literature review on indicators for emergency and urgent healthcare units aimed to identify the main measures within the context of healthcare services. A search was conducted on the Scopus and PubMed databases using two strategies aimed to conduct research on studies about indicators for emergency and urgent healthcare units. This work allowed identifying the main indicators used in the context of emergency and urgent medical services, which are length of stay, left without being seen, national emergency department overcrowding scale, among others. In addition, it was found that such indicators provide suitable and viable means to assess, review, and display the quality of health systems. It was found in some studies that the use of indicators is used only as a measure whose value is monitored by systems, but it does not lead managers to an action plan.
Performance indicators are an important tool for managers to identify how their organization is performing over time. Thus, a concept of the patient's timeline within the health unit was defined, which consists of monitoring from entry to exit, considering all the steps that patients went through during their stay in the emergency care units (UPA). This concept was applied to allow the monitoring of the performance of two UPA's being classified as (1) and (2) in the city of Guarulhos, SP. Data treatment was realized by Excel and were collected from 383 patients (UPA 1 only odd days) and 1123 patients (UPA 2 all days) between 02/01/2021 and 02/28/2021 then proceeded to the organization of data to analyze the processes flow involved. Patients were grouped according to risk classification—red, orange, yellow, green, and blue—and especially medical clinic, orthopedics, pediatrics, dental attendance. Both UPA evaluated the major attendance were classified with green and blue, and in terms of treatment, the medical clinic was priority when compared with others offered in these UPA.
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