Saúde suplementar: um estudo de caso sobre o processo de atendimento médico de pacientes no Pronto Atendimento da Unimed

Abstract

With the growth of the supply of supplementary health care and the services offered by the private sector in the scope of supplementary assistance. In this sense, there is an increase in the demand for qualified services that meet users' needs, and opportunities to improve processes in the health environment arise. This study aimed to understand how the process of medical care to patients occurs inside the hospital institution, with the purpose of answering which are the biggest problems faced, and which are the processes to be improved in the organization. The present research was carried out through an exploratory and descriptive study with a qualitative approach. The research strategies were interviews with employees and participant observation in the emergency room and non-participant observation. The data analysis technique used was content analysis. From the analysis it was possible to verify the existence of bottlenecks for the organization, such as the outsourcing of laboratory services, the unit's physical structure does not support the large volume of services, and the delay of services characterized as the unit's final processes.