Banca de DEFESA: BRUNA BIANCHI BILO

Uma banca de DEFESA de MESTRADO foi cadastrada pelo programa.
STUDENT : BRUNA BIANCHI BILO
DATE: 27/11/2023
TIME: 08:30
LOCAL: REMOTO VIA GOOGLE MEET
TITLE:

APPLICATION OF THE IMPROVEMENT CYCLE TO REDUCE CALL TIME IN EMERGENCY SERVICES

KEY WORDS:

Patient Satisfaction; Emergency Hospital Service; Quality Improvement; Process Assessment in Health Care; Health Care Outcome Assessment.

PAGES: 51
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 to the execution of their function and performance, in this sense there is a need to understand the causes of problems that are the reasons for dissatisfaction and that reduce the added value of the service for the user. Therefore, the justification for this work is based on the need for a hospital institution with a 24-hour emergency service to improve the level of satisfaction of the patients they serve through the delivery of a resolute, safe and value-added service to the customer in emergency care. Objective: Implement improvement cycles to reduce service time in the emergency department of a private hospital. Methodology: This is a quantitative and quasi-experimental time series quality improvement cycle. The research was carried out between January 2022 and July 2023. The study compared loyalty levels before and after a series of improvement interventions implemented at the institution. Followed the Standards for Quality Improvement Reporting Excellence 2.0 guidelines. In order to evaluate the improvement proposal, three quality evaluation criteria were applied: two evaluated the efficiency dimension and the other the customer experience (loyalty) served in the emergency service. The ethical requirements of resolution nº466/2012 were respected. Furthermore, all interventions were organized, planned and executed by an improvement team defined for the study. Results: After the interventions, there was an average increase of 13% in customer loyalty, suggesting that the improvements had a positive impact on patient satisfaction. Furthermore, there was a correlation between compliance with medical care times of up to 240 minutes and patient loyalty. The period of high demand, especially due to arbovirus cases, temporarily affected the ability to maintain compliance. The study also highlighted the importance of timely recording of clinical discharge in the system and the involvement of the medical team to ensure efficient care. Implementation of interventions has shown consistent and positive results over time, although seasonal challenges may impact compliance with service times in certain periods.

COMMITTEE MEMBERS:
Presidente - 9350807 - ELIANE SANTOS CAVALCANTE
Interna - 4659679 - SANCHA HELENA DE LIMA VALE
Interna - ***.321.701-** - VIVIANE PEIXOTO DOS SANTOS PENNAFORT - UECE
Externa à Instituição - SUSANA CECAGNO - UFPel