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Authors
Abstract(s)
A importância de analisar os processos para poder proporcionar melhores cuidados de
saúde e a melhor experiência aos utentes, sem esquecer os profissionais, tem vindo a ser
enfatizada e assumida como de grande importância por parte das administrações das
unidades de saúde.
A Consulta Externa é, nesse sentido, um dos serviços hospitalares onde a perceção do
utente, para aquilo que entende agregar valor, é mais notória. Aqui, o fluxo de pessoas é
maior e, por conseguinte, é necessário que os processos estejam todos alinhados, a fim de
permitir que se desenvolvam sem estrangulamentos, entregando assim valor para o utente.
Nesse sentido a filosofia Lean e o seu conceito de identificar e eliminar desperdícios e
caminhar sempre para a melhoria contínua, constituem-se como uma mais-valia. A acrescer
a este facto, o Lean Thinking e os seus princípios, bem como as ferramentas e metodologias
que lhe estão associadas, já deram provas da sua aplicabilidade e utilidade para a área da
saúde.
O presente estudo teve por objetivo avaliar o impacto da aplicação da filosofia Lean na
Consulta Externa, através da revisão sistemática da literatura. Para isso, procedeu-se à
análise, após pesquisa e seleção de acordo com critérios previamente definidos, de vinte e
um artigos, referentes aquele serviço em unidades hospitalares.
Foram analisadas a efetiva utilização de ferramentas, metodologias e princípios Lean e o
seu real impacto para os utentes, não esquecendo os profissionais, nomeadamente ao nível
da satisfação, reclamações ou tempos de espera.
O estudo concluiu que com a aplicação da filosofia Lean na Consulta Externa dessas
unidades hospitalares, especialmente ferramentas como o mapeamento dos processos ou
princípios como valor e cadeia de valor, o impacto foi positivo, materializando-se, em
benefícios conseguidos como o aumento da satisfação dos utentes, eliminação de etapas que
não acrescentavam valor, melhoria da gestão visual e redução dos tempos de espera.
Para trabalhos futuros, sugere-se uma linha de investigação relacionada com este tema, mas
que associe a metodologia Lean e os seus princípios, com o conceito da área de gestão de
projetos, Lean Agile, implementados na Consulta Externa de alguns hospitais públicos
portugueses.
The importance of analyzing processes in order to provide better health care and the best experience for users, without forgetting professionals, has been emphasized and assumed as of great importance by the administrations of health units. The External Consultation is, in this sense, one of the hospital services where the user's perception of what he or she intends to add value is most notorious. Here, the flow of people is greater and, therefore, it is necessary that the processes are all aligned, in order to allow them to develop without bottlenecks, thus delivering value to the user. In this sense, the Lean philosophy and its concept of identifying and eliminating waste and always moving towards continuous improvement, constitute an added value. In addition to this fact, Lean Thinking and its principles, as well as the tools and methodologies associated with it, have already proven their applicability and usefulness in the health area. This study aimed to evaluate the impact of applying the Lean philosophy in External Consultation, through a systematic review of the literature. For this, we proceeded to the analysis, after research and selection according to previously defined criteria, of twenty-one articles, referring to that service in hospital units. The effective use of Lean tools, methodologies and principles and their real impact on users were analysed, not forgetting professionals, namely in terms of satisfaction, complaints or waiting times. The study concluded that with the application of the Lean philosophy in the External Consultation of these hospital units, especially tools such as the mapping of processes or principles such as value and value chain, the impact was positive, materializing in benefits achieved such as increased satisfaction of users, elimination of steps that did not add value, improvement of visual management and reduction of waiting times. For future work, a line of research related to this topic is suggested, but which associates the Lean methodology and its principles, with the concept of the project management area, Lean Agile, implemented in the External Consultation of Portuguese public hospitals.
The importance of analyzing processes in order to provide better health care and the best experience for users, without forgetting professionals, has been emphasized and assumed as of great importance by the administrations of health units. The External Consultation is, in this sense, one of the hospital services where the user's perception of what he or she intends to add value is most notorious. Here, the flow of people is greater and, therefore, it is necessary that the processes are all aligned, in order to allow them to develop without bottlenecks, thus delivering value to the user. In this sense, the Lean philosophy and its concept of identifying and eliminating waste and always moving towards continuous improvement, constitute an added value. In addition to this fact, Lean Thinking and its principles, as well as the tools and methodologies associated with it, have already proven their applicability and usefulness in the health area. This study aimed to evaluate the impact of applying the Lean philosophy in External Consultation, through a systematic review of the literature. For this, we proceeded to the analysis, after research and selection according to previously defined criteria, of twenty-one articles, referring to that service in hospital units. The effective use of Lean tools, methodologies and principles and their real impact on users were analysed, not forgetting professionals, namely in terms of satisfaction, complaints or waiting times. The study concluded that with the application of the Lean philosophy in the External Consultation of these hospital units, especially tools such as the mapping of processes or principles such as value and value chain, the impact was positive, materializing in benefits achieved such as increased satisfaction of users, elimination of steps that did not add value, improvement of visual management and reduction of waiting times. For future work, a line of research related to this topic is suggested, but which associates the Lean methodology and its principles, with the concept of the project management area, Lean Agile, implemented in the External Consultation of Portuguese public hospitals.
Description
Keywords
Ferramentas Lean Lean Healthcare Mapeamento de Processos Melhoria Contínua Valor