Gerenciamento de demanda na parceria ensino-serviço em saúde
Autor(a) principal: | |
---|---|
Data de Publicação: | 2019 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Teses e Dissertações da Uninove |
Texto Completo: | http://bibliotecatede.uninove.br/handle/tede/2358 |
Resumo: | Introduction: Although Brazil has a universal health care system, access to care services still poses a problem. Higher education institutions in this area have as their mission, training focused on the needs of the population with a critical and resolute focus of future professionals. Partnerships between public health services and universities favor the exchange of experiences and complementary care. To this end, the standard of service in the environments must have excellence in quality in all aspects with grounded management and flows not defined in relation to demand and productive capacity. Objective: This study aims to contribute to a customer demand management model from a call center. Methodology: This work was conducted as applied research through action research, which characterizes the study as an independent, empirically based form of social research, conceived and carried out in close association with an implementation action of a technological alternative with improving quality and efficiency in health service processes. Results: The anticipated perception by the manager of the need to adapt the simulated processes to the maximum and minimum demand of the patient care processes was shown to be important for the ambulatory managers of Higher Education Institutions to seek process readjustment against demand and production capacity, so they can make effective decisions and make necessary adjustments to the system. Thus, the model simulated in this research contributes to the strategic management of short and medium term operations, when it refers to the improvement in the allocation and utilization of resources for patients in need of care. |
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Motta, Lara JansiskiMotta, Lara JansiskiMello, Tatiana Ribeiro de CampoMonken, Sonia Francisco de PaulaNavarro, Ricardo ScarparoNovaretti, Marcia Cristina Zagohttp://lattes.cnpq.br/3129122380774694Marvulle, Paulo Roberto2020-11-05T20:14:53Z2019-09-26Marvulle, Paulo Roberto. Gerenciamento de demanda na parceria ensino-serviço em saúde. 2019. 82 f. Dissertação( Programa de Mestrado Profissional em Administração - Gestão em Sistemas de Saúde) - Universidade Nove de Julho, São Paulo.http://bibliotecatede.uninove.br/handle/tede/2358Introduction: Although Brazil has a universal health care system, access to care services still poses a problem. Higher education institutions in this area have as their mission, training focused on the needs of the population with a critical and resolute focus of future professionals. Partnerships between public health services and universities favor the exchange of experiences and complementary care. To this end, the standard of service in the environments must have excellence in quality in all aspects with grounded management and flows not defined in relation to demand and productive capacity. Objective: This study aims to contribute to a customer demand management model from a call center. Methodology: This work was conducted as applied research through action research, which characterizes the study as an independent, empirically based form of social research, conceived and carried out in close association with an implementation action of a technological alternative with improving quality and efficiency in health service processes. Results: The anticipated perception by the manager of the need to adapt the simulated processes to the maximum and minimum demand of the patient care processes was shown to be important for the ambulatory managers of Higher Education Institutions to seek process readjustment against demand and production capacity, so they can make effective decisions and make necessary adjustments to the system. Thus, the model simulated in this research contributes to the strategic management of short and medium term operations, when it refers to the improvement in the allocation and utilization of resources for patients in need of care.Introdução: Apesar do Brasil possuir um sistema universal de assistência à saúde, o acesso aos serviços assistenciais ainda configura uma problemática. As instituições de ensino em nível superior nesta área têm como missão, a formação voltada às necessidades da população com um enfoque crítico e resolutivo dos futuros profissionais. As parcerias entre serviço público de saúde e universidades favorecem a troca de experiências e complementariedade assistencial. Para tanto, o padrão de atendimento nos ambientes deve possuir excelência em qualidade em todos os aspectos com base gerencial fundamentada e fluxos nem definidos em relação à demanda e capacidade produtiva. Objetivo: este estudo tem como objetivo contribuir com um modelo de gerenciamento da demanda de clientes, a partir de uma central de atendimento/recepção. Metodologia: Este trabalho foi conduzido como pesquisa aplicada, por meio de pesquisa-ação, que caracteriza o estudo como uma forma de pesquisa social, independente, com base empírica, concebida e realizada em estreita associação com uma ação de implantação de uma alternativa tecnológica com vistas a melhoria da qualidade e eficiência em processos dos serviços de saúde. Resultados: A percepção antecipada por parte do gestor da necessidade de adequação dos processos simulados na demanda máxima e mínima dos processos de atendimento dos pacientes, mostrou-se importante no sentido de que os gestores de ambulatórios de Instituições de Ensino Superior busquem a readequação de processos frente a demanda e a capacidade produtiva, sendo assim possam tomar decisões efetivas e efetuar ajustes necessários no sistema. De forma, o modelo simulado nesta pesquisa contribui para o gerenciamento estratégico das operações de curto e médio prazo, quando se refere à melhoria na alocação e utilização dos recursos para os pacientes que necessitam de atendimento.Submitted by Nadir Basilio (nadirsb@uninove.br) on 2020-11-05T20:14:53Z No. of bitstreams: 1 Paulo Roberto Marvulle.pdf: 625081 bytes, checksum: a052dff7ca43b6d6d5c6285e1f4235cc (MD5)Made available in DSpace on 2020-11-05T20:14:53Z (GMT). No. of bitstreams: 1 Paulo Roberto Marvulle.pdf: 625081 bytes, checksum: a052dff7ca43b6d6d5c6285e1f4235cc (MD5) Previous issue date: 2019-09-26application/pdfporUniversidade Nove de JulhoPrograma de Mestrado Profissional em Administração - Gestão em Sistemas de SaúdeUNINOVEBrasilSaúdegerenciamento de demandacapacidade produtivasaúdeformação em saúdedemand managementproductive capacityhealthhealth educationADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOSGerenciamento de demanda na parceria ensino-serviço em saúdeDemand management in the health teaching-service partnershipinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesis-710462410973612412600info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da Uninoveinstname:Universidade Nove de Julho (UNINOVE)instacron:UNINOVEORIGINALPaulo Roberto Marvulle.pdfPaulo Roberto Marvulle.pdfapplication/pdf625081http://localhost:8080/tede/bitstream/tede/2358/2/Paulo+Roberto+Marvulle.pdfa052dff7ca43b6d6d5c6285e1f4235ccMD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82165http://localhost:8080/tede/bitstream/tede/2358/1/license.txtbd3efa91386c1718a7f26a329fdcb468MD51tede/23582020-11-05 18:14:53.657oai:localhost:tede/2358Tk9UQTogQ09MT1FVRSBBUVVJIEEgU1VBIFBSw5NQUklBIExJQ0VOw4dBCkVzdGEgbGljZW7Dp2EgZGUgZXhlbXBsbyDDqSBmb3JuZWNpZGEgYXBlbmFzIHBhcmEgZmlucyBpbmZvcm1hdGl2b3MuCgpMSUNFTsOHQSBERSBESVNUUklCVUnDh8ODTyBOw4NPLUVYQ0xVU0lWQQoKQ29tIGEgYXByZXNlbnRhw6fDo28gZGVzdGEgbGljZW7Dp2EsIHZvY8OqIChvIGF1dG9yIChlcykgb3UgbyB0aXR1bGFyIGRvcyBkaXJlaXRvcyBkZSBhdXRvcikgY29uY2VkZSDDoCBVbml2ZXJzaWRhZGUgClhYWCAoU2lnbGEgZGEgVW5pdmVyc2lkYWRlKSBvIGRpcmVpdG8gbsOjby1leGNsdXNpdm8gZGUgcmVwcm9kdXppciwgIHRyYWR1emlyIChjb25mb3JtZSBkZWZpbmlkbyBhYmFpeG8pLCBlL291IApkaXN0cmlidWlyIGEgc3VhIHRlc2Ugb3UgZGlzc2VydGHDp8OjbyAoaW5jbHVpbmRvIG8gcmVzdW1vKSBwb3IgdG9kbyBvIG11bmRvIG5vIGZvcm1hdG8gaW1wcmVzc28gZSBlbGV0csO0bmljbyBlIAplbSBxdWFscXVlciBtZWlvLCBpbmNsdWluZG8gb3MgZm9ybWF0b3Mgw6F1ZGlvIG91IHbDrWRlby4KClZvY8OqIGNvbmNvcmRhIHF1ZSBhIFNpZ2xhIGRlIFVuaXZlcnNpZGFkZSBwb2RlLCBzZW0gYWx0ZXJhciBvIGNvbnRlw7pkbywgdHJhbnNwb3IgYSBzdWEgdGVzZSBvdSBkaXNzZXJ0YcOnw6NvIApwYXJhIHF1YWxxdWVyIG1laW8gb3UgZm9ybWF0byBwYXJhIGZpbnMgZGUgcHJlc2VydmHDp8Ojby4KClZvY8OqIHRhbWLDqW0gY29uY29yZGEgcXVlIGEgU2lnbGEgZGUgVW5pdmVyc2lkYWRlIHBvZGUgbWFudGVyIG1haXMgZGUgdW1hIGPDs3BpYSBhIHN1YSB0ZXNlIG91IApkaXNzZXJ0YcOnw6NvIHBhcmEgZmlucyBkZSBzZWd1cmFuw6dhLCBiYWNrLXVwIGUgcHJlc2VydmHDp8Ojby4KClZvY8OqIGRlY2xhcmEgcXVlIGEgc3VhIHRlc2Ugb3UgZGlzc2VydGHDp8OjbyDDqSBvcmlnaW5hbCBlIHF1ZSB2b2PDqiB0ZW0gbyBwb2RlciBkZSBjb25jZWRlciBvcyBkaXJlaXRvcyBjb250aWRvcyAKbmVzdGEgbGljZW7Dp2EuIFZvY8OqIHRhbWLDqW0gZGVjbGFyYSBxdWUgbyBkZXDDs3NpdG8gZGEgc3VhIHRlc2Ugb3UgZGlzc2VydGHDp8OjbyBuw6NvLCBxdWUgc2VqYSBkZSBzZXUgCmNvbmhlY2ltZW50bywgaW5mcmluZ2UgZGlyZWl0b3MgYXV0b3JhaXMgZGUgbmluZ3XDqW0uCgpDYXNvIGEgc3VhIHRlc2Ugb3UgZGlzc2VydGHDp8OjbyBjb250ZW5oYSBtYXRlcmlhbCBxdWUgdm9jw6ogbsOjbyBwb3NzdWkgYSB0aXR1bGFyaWRhZGUgZG9zIGRpcmVpdG9zIGF1dG9yYWlzLCB2b2PDqiAKZGVjbGFyYSBxdWUgb2J0ZXZlIGEgcGVybWlzc8OjbyBpcnJlc3RyaXRhIGRvIGRldGVudG9yIGRvcyBkaXJlaXRvcyBhdXRvcmFpcyBwYXJhIGNvbmNlZGVyIMOgIFNpZ2xhIGRlIFVuaXZlcnNpZGFkZSAKb3MgZGlyZWl0b3MgYXByZXNlbnRhZG9zIG5lc3RhIGxpY2Vuw6dhLCBlIHF1ZSBlc3NlIG1hdGVyaWFsIGRlIHByb3ByaWVkYWRlIGRlIHRlcmNlaXJvcyBlc3TDoSBjbGFyYW1lbnRlIAppZGVudGlmaWNhZG8gZSByZWNvbmhlY2lkbyBubyB0ZXh0byBvdSBubyBjb250ZcO6ZG8gZGEgdGVzZSBvdSBkaXNzZXJ0YcOnw6NvIG9yYSBkZXBvc2l0YWRhLgoKQ0FTTyBBIFRFU0UgT1UgRElTU0VSVEHDh8ODTyBPUkEgREVQT1NJVEFEQSBURU5IQSBTSURPIFJFU1VMVEFETyBERSBVTSBQQVRST0PDjU5JTyBPVSAKQVBPSU8gREUgVU1BIEFHw4pOQ0lBIERFIEZPTUVOVE8gT1UgT1VUUk8gT1JHQU5JU01PIFFVRSBOw4NPIFNFSkEgQSBTSUdMQSBERSAKVU5JVkVSU0lEQURFLCBWT0PDiiBERUNMQVJBIFFVRSBSRVNQRUlUT1UgVE9ET1MgRSBRVUFJU1FVRVIgRElSRUlUT1MgREUgUkVWSVPDg08gQ09NTyAKVEFNQsOJTSBBUyBERU1BSVMgT0JSSUdBw4fDlUVTIEVYSUdJREFTIFBPUiBDT05UUkFUTyBPVSBBQ09SRE8uCgpBIFNpZ2xhIGRlIFVuaXZlcnNpZGFkZSBzZSBjb21wcm9tZXRlIGEgaWRlbnRpZmljYXIgY2xhcmFtZW50ZSBvIHNldSBub21lIChzKSBvdSBvKHMpIG5vbWUocykgZG8ocykgCmRldGVudG9yKGVzKSBkb3MgZGlyZWl0b3MgYXV0b3JhaXMgZGEgdGVzZSBvdSBkaXNzZXJ0YcOnw6NvLCBlIG7Do28gZmFyw6EgcXVhbHF1ZXIgYWx0ZXJhw6fDo28sIGFsw6ltIGRhcXVlbGFzIApjb25jZWRpZGFzIHBvciBlc3RhIGxpY2Vuw6dhLgo=Biblioteca Digital de Teses e Dissertaçõeshttp://bibliotecatede.uninove.br/PRIhttp://bibliotecatede.uninove.br/oai/requestbibliotecatede@uninove.br||bibliotecatede@uninove.bropendoar:2020-11-05T20:14:53Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
dc.title.por.fl_str_mv |
Gerenciamento de demanda na parceria ensino-serviço em saúde |
dc.title.alternative.eng.fl_str_mv |
Demand management in the health teaching-service partnership |
title |
Gerenciamento de demanda na parceria ensino-serviço em saúde |
spellingShingle |
Gerenciamento de demanda na parceria ensino-serviço em saúde Marvulle, Paulo Roberto gerenciamento de demanda capacidade produtiva saúde formação em saúde demand management productive capacity health health education ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
title_short |
Gerenciamento de demanda na parceria ensino-serviço em saúde |
title_full |
Gerenciamento de demanda na parceria ensino-serviço em saúde |
title_fullStr |
Gerenciamento de demanda na parceria ensino-serviço em saúde |
title_full_unstemmed |
Gerenciamento de demanda na parceria ensino-serviço em saúde |
title_sort |
Gerenciamento de demanda na parceria ensino-serviço em saúde |
author |
Marvulle, Paulo Roberto |
author_facet |
Marvulle, Paulo Roberto |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Motta, Lara Jansiski |
dc.contributor.referee1.fl_str_mv |
Motta, Lara Jansiski |
dc.contributor.referee2.fl_str_mv |
Mello, Tatiana Ribeiro de Campo |
dc.contributor.referee3.fl_str_mv |
Monken, Sonia Francisco de Paula |
dc.contributor.referee4.fl_str_mv |
Navarro, Ricardo Scarparo |
dc.contributor.referee5.fl_str_mv |
Novaretti, Marcia Cristina Zago |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/3129122380774694 |
dc.contributor.author.fl_str_mv |
Marvulle, Paulo Roberto |
contributor_str_mv |
Motta, Lara Jansiski Motta, Lara Jansiski Mello, Tatiana Ribeiro de Campo Monken, Sonia Francisco de Paula Navarro, Ricardo Scarparo Novaretti, Marcia Cristina Zago |
dc.subject.por.fl_str_mv |
gerenciamento de demanda capacidade produtiva saúde formação em saúde |
topic |
gerenciamento de demanda capacidade produtiva saúde formação em saúde demand management productive capacity health health education ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
dc.subject.eng.fl_str_mv |
demand management productive capacity health health education |
dc.subject.cnpq.fl_str_mv |
ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
description |
Introduction: Although Brazil has a universal health care system, access to care services still poses a problem. Higher education institutions in this area have as their mission, training focused on the needs of the population with a critical and resolute focus of future professionals. Partnerships between public health services and universities favor the exchange of experiences and complementary care. To this end, the standard of service in the environments must have excellence in quality in all aspects with grounded management and flows not defined in relation to demand and productive capacity. Objective: This study aims to contribute to a customer demand management model from a call center. Methodology: This work was conducted as applied research through action research, which characterizes the study as an independent, empirically based form of social research, conceived and carried out in close association with an implementation action of a technological alternative with improving quality and efficiency in health service processes. Results: The anticipated perception by the manager of the need to adapt the simulated processes to the maximum and minimum demand of the patient care processes was shown to be important for the ambulatory managers of Higher Education Institutions to seek process readjustment against demand and production capacity, so they can make effective decisions and make necessary adjustments to the system. Thus, the model simulated in this research contributes to the strategic management of short and medium term operations, when it refers to the improvement in the allocation and utilization of resources for patients in need of care. |
publishDate |
2019 |
dc.date.issued.fl_str_mv |
2019-09-26 |
dc.date.accessioned.fl_str_mv |
2020-11-05T20:14:53Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.citation.fl_str_mv |
Marvulle, Paulo Roberto. Gerenciamento de demanda na parceria ensino-serviço em saúde. 2019. 82 f. Dissertação( Programa de Mestrado Profissional em Administração - Gestão em Sistemas de Saúde) - Universidade Nove de Julho, São Paulo. |
dc.identifier.uri.fl_str_mv |
http://bibliotecatede.uninove.br/handle/tede/2358 |
identifier_str_mv |
Marvulle, Paulo Roberto. Gerenciamento de demanda na parceria ensino-serviço em saúde. 2019. 82 f. Dissertação( Programa de Mestrado Profissional em Administração - Gestão em Sistemas de Saúde) - Universidade Nove de Julho, São Paulo. |
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http://bibliotecatede.uninove.br/handle/tede/2358 |
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por |
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openAccess |
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Universidade Nove de Julho |
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Programa de Mestrado Profissional em Administração - Gestão em Sistemas de Saúde |
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UNINOVE |
dc.publisher.country.fl_str_mv |
Brasil |
dc.publisher.department.fl_str_mv |
Saúde |
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Universidade Nove de Julho |
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