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Abstract(s)
Este trabalho elege como temática a qualidade dos Serviços de Saúde. A sua ancoragem teórica acolhe o modelo de excelência da European Foundation Quality Management (EFQM), amplamente reconhecido como uma poderosa ferramenta de gestão que estimula as organizações a desenvolverem-se, recorrendo à auto-avaliação como um processo de aprendizagem. Tendo como propósito a sensibilização para a qualidade, procurou, a partir do modelo de excelência da EFQM, identificar os pontos fortes e áreas a necessitar de melhoria, bem como, percepcionar se as diferentes instituições e departamentos, em que os colaboradores exercem a sua actividade profissional, assim como a sua categoria funcional, influenciam a sua percepção da qualidade da organização. O processo de confirmação empírica seguiu o desenho de um estudo de natureza quantitativa, situado entre Maio e Setembro de 2010, abrangendo a totalidade dos serviços da recém-criada ULS da Guarda. Como principais conclusões emergem as seguintes: (1) são pontos fortes aspectos relacionados com os critérios “Resultados Clientes”, “Processos” e “Liderança”; necessitam de melhorias aspectos relacionados com os critérios “Pessoas”, “Resultados Pessoas” e “Política e Estratégia”; (2) existem diferenças estatisticamente significativas no nível da percepção da qualidade, entre os colaboradores das três Instituições nos critérios “Liderança”, “Política e Estratégia”, “Pessoas”, “Parcerias e Recursos”, “Processos”, “Resultados Pessoas, “Resultados Sociedade” e “Resultados Chave do Desempenho”; entre os diferentes Departamentos apenas foram observáveis diferenças significativas para o critério “Política e Estratégia”; entre os colaboradores das diferentes Categoria Funcionais, as diferenças significativas foram observáveis nos critérios “Pessoas”, “Parcerias e Recursos, “Processos”, “Resultados Clientes e “Resultados Pessoas”. Em síntese, podemos concluir que as diferentes instituições e departamentos, em que os colaboradores exercem a sua actividade, assim como a sua categoria funcional, influenciam a sua percepção da qualidade da organização.
This work chooses as thematic the quality of the Health Services. Its theoretical anchorage hosts the model of excellence from the European Foundation Quality Management (EFQM), which is widely recognized as a powerful management tool that encourages organizations to be developed, using the self-assessment as a learning process. With the intent of increasing quality awareness, it aims, based on the EFQM excellence model, to identify strengths and areas needing improvement, and also determine if the different institutions and departments where the collaborators exert its professional activity, as well as its functional categories, influences their perception of the quality of the organization. The process of empirical confirmation was established using a quantitative study design, which took place between May and September 2010, covering all services of the newly created ULS Guarda. The main conclusions that emerge are the following: (1) the strong points are aspects related to the criteria "Customer Results", "Processes" and "Leadership"; and the points that need improvement are aspects related to the criteria "People", "People Results” and “Politics and Strategy"; (2) there are statistically significant differences in the level of quality perception among collaborators of three institutions in the criteria "Leadership", "Politics and Strategy”, “People”, "Partnerships and Resources", "Processes", "People Results", "Society Results" and "Key Results Performance", between different departments there were only observable statistically significant differences for the criterion "Politics and Strategy”; between collaborators with different functional categories, significant differences were observed in the criteria "People", "Partnerships and Resources", "Processes", "Customer Results" and "People Results”. In synthesis, we conclude that the different institutions and departments, where collaborators are active, as well as their functional categories, influence their perception of the quality of the organization.
This work chooses as thematic the quality of the Health Services. Its theoretical anchorage hosts the model of excellence from the European Foundation Quality Management (EFQM), which is widely recognized as a powerful management tool that encourages organizations to be developed, using the self-assessment as a learning process. With the intent of increasing quality awareness, it aims, based on the EFQM excellence model, to identify strengths and areas needing improvement, and also determine if the different institutions and departments where the collaborators exert its professional activity, as well as its functional categories, influences their perception of the quality of the organization. The process of empirical confirmation was established using a quantitative study design, which took place between May and September 2010, covering all services of the newly created ULS Guarda. The main conclusions that emerge are the following: (1) the strong points are aspects related to the criteria "Customer Results", "Processes" and "Leadership"; and the points that need improvement are aspects related to the criteria "People", "People Results” and “Politics and Strategy"; (2) there are statistically significant differences in the level of quality perception among collaborators of three institutions in the criteria "Leadership", "Politics and Strategy”, “People”, "Partnerships and Resources", "Processes", "People Results", "Society Results" and "Key Results Performance", between different departments there were only observable statistically significant differences for the criterion "Politics and Strategy”; between collaborators with different functional categories, significant differences were observed in the criteria "People", "Partnerships and Resources", "Processes", "Customer Results" and "People Results”. In synthesis, we conclude that the different institutions and departments, where collaborators are active, as well as their functional categories, influence their perception of the quality of the organization.
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Keywords
Serviço de saúde - Gestão de qualidade Economia de saúde