Dissertação
Hospitais com características organizacionais diferenciadas: aplicação do QFD nos serviços de fisioterapia
Fecha
2003-08-04Autor
Cortez Neto, Angelo
Institución
Resumen
This work aimed to characterize, to measure and to develop the
quality of the physiotherapeutic service in three different hospitals. To
reach the objectives quality indicators they were used (IDs) and the
quality function deployment. The obtained results, through those two
tools, they suggest to invest in the students' training; to aim the
motivation and interpersonal relationship; to provide the safety in the
practical theoretical knowledge and to accomplish a multidisciplinary
with the medical team. These relationships of the results of the tools
facilitate the scientific administration of a physiotherapy service, the
"QFD" turns possible the characterization of the quality and because
of this it selects the technical or administrative actions based on the
customer's opinion for the improvement of the service, and the "IDs",
evaluate the characteristics of the quality of their customers' service,
however, those tools should be applied periodically for the continuous
improvement of the quality of the service.