Quality management practices in hospital organizations: a multiple case study in hospitals in Rio Grande do Sul, Brazil

Abstract

Purpose: Verify the quality management practices carried out in hospital organizations in Rio Grande do Sul, based on the construct by Xiong et al. (2017) Methodology: A descriptive, qualitative research was carried out with three hospital organizations established in the state of Rio Grande do Sul, Brazil. Data was collected through interviews with the quality managers and the chief executive of each hospital. Results: The results indicate that quality management helps hospitals to measure the satisfaction of the interested parties in the organization, such as customers, employees, and suppliers, who, through quality tools, carry out result analysis in search of improvements. It is noteworthy that the influence of quality management in relation to the mapping and control of processes results in the optimization of work and continuous learning. Contributions of the Study: The findings of this study contribute to health managers who want to implement quality management practices in hospital organizations; It also contributes to the scientific development of the administration area, as well as understanding how hospitals can advance in their management to improve the Brazilian health system.

Keywords

• quality management; hospital management; quality indicators.