Banca de QUALIFICAÇÃO: BRUNA BIANCHI BILO

Uma banca de QUALIFICAÇÃO de MESTRADO foi cadastrada pelo programa.
STUDENT : BRUNA BIANCHI BILO
DATE: 19/10/2022
TIME: 15:30
LOCAL: Natal/RN
TITLE:

Application of the improvement cycle to reduce the service time in emergency services

KEY WORDS:

Patient Satisfaction, Quality Management, Emergency Medical Services, Quality Improvement.

PAGES: 29
BIG AREA: Ciências da Saúde
AREA: Enfermagem
SUBÁREA: Enfermagem Médico-Cirúrgica
SUMMARY:

Introduction: The quality of products and services is related to the value perceived by the customer and not only for the execution of its function and performance in this sense, there is a need to understand the causes of the problems that are the reasons for dissatisfaction and that reduce the added value of the service to the user. Therefore, the justification of this work is based on the need for a hospital institution with a 24-hour emergency service to improve the degree of satisfaction of patients treated by them through the delivery of a resolute, safe and value-added service to the customer in the emergency. Objective: To implement a cycle of improvement in the emergency service of a private hospital in the city of Fortaleza/CE through the redesign of the service, after the identification of the high rates of complaints related to the delay in medical care. Methodology: This is a quantitative and quasi-experimental quality improvement study. The survey will be carried out between February 2022 and May 2023. Please note that this study will follow the Standards for Quality Improvement Reporting Excellence 2.0 guidelines. In order to evaluate the improvement proposal, two quality evaluation criteria were defined, one will evaluate the dimension of efficiency and the other the customer experience (satisfaction) treated in the emergency service of a private hospital in Fortaleza/CE. In the study in question, the ethical requirements of resolution nº466/2012 will be respected. In addition, all interventions will be organized, planned and executed by an improvement team defined for the study. preliminary Results: Pre-intervention data collection found that only 65% of patients had care within 240 minutes. In addition, the institution obtained a satisfaction rate of 22% in April, 13.6% in May and 8.6% in June, and the most frequent complaint among patients regarding the service was the delay in service. The collected data presented so far confirm the need for improvement in care and administrative processes in order to reduce patient care time in the emergency department.

COMMITTEE MEMBERS:
Presidente - 9350807 - ELIANE SANTOS CAVALCANTE
Interna - 2583642 - FLAVIA CHRISTIANE DE AZEVEDO MACHADO
Externo à Instituição - JOAO MARIO PESSOA JUNIOR - UFERSA
Externa à Instituição - SUSANA CECAGNO - UFPel