Qualidade no atendimento em hospitais: Metodologia Disney

• Autor(a) principal: Simas, Tiago Binoti
• Data de Publicação: 2019
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/20050
• topic: Gestão; Metodologia Disney; Encantamento; Management; Disney methodology; Enchantment

Customer loyalty coupled with positive experiences are tools of the relationship marketing that bring companies a competitive advantage. In this sense, the Disney Methodology is a worldwide recognized management model that can be applied to any type of business, including hospital organizations. It’s a management focused on the enchantment of customers, to providing their loyalty. Given this, the objective of this research is to analyze how the Disney methodology can be applied to health to improve the quality of care in hospitals. To this end, an investigation was conducted at Hospital Anchieta, a pioneer in Brazil in the implementation of this methodology in hospital environments. Questionnaires were applied to the patients to evaluate their degree of perception and satisfaction regarding Anchieta Hospital and interviews with nurses and phisicians seeking to evaluate the perception and analysis related to the implementation of the Disney Methodology in the referred Hospital. As a result, it was observed that patients positively perceive the experience and are very pleased with the enchantment given in care by the new hospital management in care. As for professionals, it was evidenced in the research that everyone is very satisfied with the methods used and the results obtained after the implementation of this management methodology.