planejamento da qualidade nas unidades de saúde da família, utilizando o desdobramento da função qualidade (qfd) quality planning of family health units using quality function deployment (qfd)
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2010
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Abstract
A qualidade é um requisito indispensável na área da saúde, e sua procura se faz presente em virtude da necessidade de atender as exigências de uma população ciente de seus direitos, da essência das boas relações no trabalho e diminuição dos custos tecnológicos. Assim, a qualidade envolve todos que fazem parte do processo (usuários e profissionais), deixando de ser um atributo do serviço. Esta pesquisa tem como objetivo verificar a possibilidade de planejar a qualidade nas unidades de saúde da família, por meio do Desdobramento da Função Qualidade (QFD). Este planeja a qualidade segundo a satisfação do usuário, envolvendo os profissionais da instituição e identificando novos caminhos para aperfeiçoar os processos de trabalho. A construção da matriz, denominada Casa da Qualidade, é o aspecto mais importante desse método. Os resultados mostram que há similaridade entre a qualidade exigida pelos usuários e a qualidade planejada pelos profissionais. O presente estudo comprovou que a ferramenta QFD constitui-se em instrumento eficiente no planejamento da qualidade nos serviços públicos de saúde.
Quality is an indispensible requirement in the health field, and its pursuit is necessary in order to meet demands by a population that is aware of its rights, as part of the essence of good work relations, and to decrease technological costs. Quality thus involves all parties to the process (users and professionals), and is no longer merely an attribute of the health service. This study aimed to verify the possibility of quality planning in the Family Health Units, using Quality Function Deployment (QFD). QFD plans quality according to user satisfaction, involving staff professionals and identifying new approaches to improve work processes. Development of the array, called the House of Quality, is this method's most important characteristics. The results show a similarity between the quality demanded by users and the quality planned by professionals. The current study showed that QFD is an efficient tool for quality planning in public health services.
Quality is an indispensible requirement in the health field, and its pursuit is necessary in order to meet demands by a population that is aware of its rights, as part of the essence of good work relations, and to decrease technological costs. Quality thus involves all parties to the process (users and professionals), and is no longer merely an attribute of the health service. This study aimed to verify the possibility of quality planning in the Family Health Units, using Quality Function Deployment (QFD). QFD plans quality according to user satisfaction, involving staff professionals and identifying new approaches to improve work processes. Development of the array, called the House of Quality, is this method's most important characteristics. The results show a similarity between the quality demanded by users and the quality planned by professionals. The current study showed that QFD is an efficient tool for quality planning in public health services.
| Reference Key |
volpato2010cadernosplanejamento
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|---|---|
| Authors | ;Luciana Fernandes Volpato;Marcelo de Castro Meneghim;Antonio Carlos Pereira;Gláucia Maria Bovi Ambrosano |
| Journal | iberian conference on information systems and technologies, cisti |
| Year | 2010 |
| DOI |
10.1590/S0102-311X2010000800010
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