Process improvement with impact in the operational efficiency: a study in the context of a clinical analysis laboratory

Abstract

In an environment of constant change and intense competition, characterized by increasing demands in terms of speed, quality, low cost, flexibility and customer satisfaction, the success of a healthcare organization is its ability to respond appropriately to these requirements by means innovations in its services and processes. In this context, the central objective of the study is identifying an alternative to qualify the Clinical Analysis Laboratory operation from its internal processes. For this, the paper uses process mapping as a basis for analysis and proposition. Therefore, we analyzed the macro process of the Laboratory and identified opportunities for improvement. Moreover, it was proposed the restructuring of the macro process analyzed, presenting the resources needed to implement the proposal as well as the performance indicators and their targets.

Keywords

• Gestão por Processos. Processos em Serviços. Eficiência Operacional. Serviços de Saúde. Laboratório de Análises Clínicas.