Gestão De Recursos Humanos Em Saúde E Mapeamento De Processos – Reorientação De Práticas Para Promoção De Resultados Clínicos Satisfatórios

Abstract

RESUMOOs hospitais são a principal fonte de oferta de cuidado do sistema de saúde brasileiro. Os desafios crescentes em relação à contenção da escalada de custos, a necessidade de melhora na eficiência e a temática relativa à qualidade na oferta de serviços tem permeado o cotidiano dos gestores destas instituições. Além destes tópicos a gestão de recursos humanos surge como um elemento crucial que tem demandado melhoramentos, no que tange às ações de gestão. O presente trabalho aborda este ponto através de um estudo de caso em um hospital de urgência e emergência situado em Belo Horizonte. Os desafios atrelados à função de recursos humanos podem ser abordados por meio de ferramentas técnicas desenvolvidas, inicialmente, para o contexto industrial. O mapeamento de processos pode se configurar como uma ferramenta capaz de alavancar o processo de reorganização da função de recursos humanos junto às instituições hospitalares, para a promoção de uma reorientação de práticas com foco na melhoria dos resultados clínicos entregues à população demandante de serviços de saúde. PALAVRAS-CHAVE: gestão de recursos humanos, gestão hospitalar, mapeamento de processos. ABSTRACTHospitals are the main source of care in Brazilian health system. The growing challenges regarding the containment of costs, the need for improved efficiency and topics relating to the provision of quality services has permeated the daily life of managers of these institutions. Besides these topics to human resource management emerges as a crucial element that has required improvements in terms of management actions. This paper addresses this point through a case study in a emergency hospital located in Belo Horizonte. The challenges linked to the human resource function can be addressed through techniques developed initially for industrial context. The mapping process can be configured as a tool to leverage the reorganization of the human resources

Process Mapping in a Dental Clinic

“…It is directly related to the mission of the organization, i.e. its objective (ROCHA et al, 2014;SLACK;BRANDON-JONES;JOHNSTON, 2015;ROHNER, 2012). Processes are the set of interconnected activities needed to achieve the macro-process objectives.…”

“…In other words, processes start and finish with the external customer (SLACK; BRANDON-JONES; JOHNSTON, 2015;ROHNER, 2012;UNICAMP, 2003), being the supplier also characterized as a customer, in this case. Sub-processes are the group of activities that comprise a process but may also involve more departments (OLIVEIRA, S., 2014;ROCHA et al, 2014;SLACK;BRANDON-JONES;JOHNSTON, 2015;ROHNER, 2012;UNICAMP, 2003). The activities and tasks are below the sub-processes and are sequenced and isolated works that are typically performed by a single department or even by only a single person (OLIVEIRA, S., 2014;UNICAMP, 2003).…”

“…After the identification of the process bottleneck, the authors redesigned the process and assessed it, reaching a reduction of 44% in the container handling. Rocha et al (2014) implanted process mapping in the human resources management sector of a hospital aiming for process standardization, where they then could monitor the processes in order to bring on improvement in the hospital services which are directly and indirectly dependents on this sector. The authors followed four steps described in the study: (1) a survey of data and critical processes; (2) validation with the manager of the sector to certify the coherence; (3) process redesign; and (4) process modeling.…”

“…This issue stands out in hospital management (e.g. LAGIOIA et al, 2008;ROCHA et al, 2014;ROHNER, 2012).…”

“…Unlike the hospital management and even more the industry, where strategic management has come from, management in dentistry is scarce and incipient and needs attention to go on (BAHADORI et al, 2015;PRASAD;VARATHARAJAN, 2011;ROCHA et al, 2014). The literature emphasizes factors that affect the quality of dental services.…”