Gerenciamento da qualidade em um serviço de enfermagem hospitalar: visão do enfermeiro

Abstract

This research aimed to analyze the management of quality implemented in a hospital nursing care to learn the opinion of nurses regarding the management of the service they perform. Because the study exploratory and descriptive characteristics, the data collection was performed through an interview using a form elaborated by the author based in Deming (1990) and Antunes (1997). We believe the initial objectives were reached based on the literature review and results obtained. Among the main the results we can point that 17 (100%) of the interviewed nurses affirm to know the philosophy of Total Quality applied to the nursing service in which they work and believe the implementation of the philosophy improved their practice. Beside that, four (24%) among all, the only ones present at hospital since the adoption of the new philosophy, perceive the client's increased satisfaction regarding the care delivered; believe the interpersonal relationship of the nursing team improved; and believe the professional performance of the nursing team improved after the implementation of the philosophy. Among the 14 principles of the Deming (1990), the higher scored one was the seventh, which concerns to the adoption and institution of leadership (82% of the attributions). On the other hand, the least scored principle was the third: "cease the dependency of mass inspection" (18% of the attributions). We pretend that nurses, specially those who exert management positions, consider the philosophy of Total Quality as viable and accept the challenge of breaking the barriers of tradition, going from discourse to the practice.

Satisfação dos usuários com os cuidados dos enfermeiros

“…The Patient Satisfaction Instrument consists of 25 items grouped into three areas: Professional domain contains seven items (12,13,15,16,18,20,25) that assess the competence of nurses in developing technical activities and the knowledge based on the needs to complete the nursing care tasks; the educational has seven items (2,7,8,11,17,21,24) relating to the ability of the nurse to provide information and guidance, including their responses to inquiries by the patient and explanations about the care and technical demonstrations; the trust domain addresses eleven items (1,3,4,5,6,9,10,14,19,22,23) which evaluate nurse characteristics, allowing a constructive and comfortable interaction for the patient, in addition to assessing the communication aspects (11) .…”

“…The nurse is a privileged professional, for they can interact directly with the user and to approach their reference -which is unique -to understand their desires and expectations, and, thus, mature practice of care quality (8) .…”

Qualidade do cuidado de enfermagem: satisfação do cliente hospitalizado

“…Depois dessa experiência profissional passamos a estudar o assunto, tendo a oportunidade de ampliar este conhecimento durante a dissertação de mestrado intitulada "Gerenciamento da Qualidade em um Serviço de Enfermagem Hospitalar: visão do enfermeiro" (ROCHA, 2007).…”

Perspectivas de enfermeiras sobre gestão da qualidade e acreditação hospitalar

“…Neste contexto, um ramo considerado em expansão é o da saúde, pois exerce influência crescente na economia de diversos países e aprimora-se em função das especificidades de sua clientela, que busca continuamente qualidade no atendimento das suas necessidades de saúde e doença. 1 A preocupação com a qualidade nos serviços de saúde traz diversos benefícios para as instituições, que extrapolam a esfera administrativa, gerando ganhos de toda ordem, incluindo aqueles ligados diretamente à assistência de enfermagem. Os programas de qualidade são estratégias administrativas que visam à segurança dos processos que envolvem o cliente, buscando assistência livre de danos, em função da má qualidade ser frequentemente onerosa para as organizações.…”