Análise de indicadores de desempenho organizacional em instituição de assistência fisioterapêutica ambulatorial: a busca pela melhoria nos processos de qualidade

Abstract

The current scenario of Economy Health has a very important role in the world. Hence, the study is appropriate due to the characteristics of a national market with strong governmental regulation and considerable competitiveness, associated with a fast technological advancement that generates new techniques and products, when there is a consequent increase in the cost of services in health and a constant quest for excellence in service quality. To survive in the health market, it is necessary an innovation from a competitive strategy and a development of a management information system adapted to the service provided, especially in rehabilitation, given that there is little research related to management control. Thus, the company Physiotherapy´s Clinic, has implemented technical and methodological tools to maintain and improve the quality of care provided (Strategic Planning, Balanced Scorecard and Management by Guidelines). However, these instruments and techniques needed evaluation in relation to the adopted strategies. From the data provided by the company, proposed the creation and analysis of three indicators: Physiotherapist Technical Evaluation; Resolutivity by Therapeutic Objectives; and Resolutivity by Physiotherapeutic Specialty. To develop the research, 4,773 medical records were analyzed from 2015 to 2017. The results of this study revealed the optimization in the levels of healthcare provided based on quality standards, the development of physical therapists, the ability to go to meeting customer demands, better targeting of investments in the technology park, significant differences between individual physical therapy care and with more than one patient simultaneously. However, it was found that through the analysis of quality indicators it was possible to evaluate the predictability of internal operations and promote the direction for the management of the Physiotherapy service. It is believed that this study may contribute to improving the management and sustainability of public or private Physiotherapy or Rehabilitation clinics, according to the reality of each institution.