Proposição de melhorias em uma unidade de pronto atendimento por meio da utilização de ferramentas da gestão de processos

Abstract

The growing demand for the demand for urgent and emergency health services highlights the need to reorganize the work process in the Emergency Care Unit, to meet different specific degrees, according to different priorities. There is an urgent need to reiterate possibilities of recommending care in accordance with the clinical situation of users, prioritizing those who, at the moment, are at greater risk due to the health problem. That said, this study aims to identify, map and analyze the flow of care in an Emergency Care Unit in order to present possible interventions for the health service. Process management tools were used, such as SIPOC, FMEA, 5W2H and flowchart, built from surveys, observations and reports obtained in meetings with team members who work in the unit. This methodology applied in UPA and the computerization of the quality management system brought benefits to the unit, by standardizing processes, consolidating all data, optimizing information retrieval and integrating all the items necessary to implement quality management systems, including integrated systems covering different standards. At the end of the assessment with the process management tools, risks were found with high NPR, which had action plans, with the 5W2H tool, developed in various sectors, which focused mainly on creating learning mechanisms and disseminating knowledge about the care protocols and the mapping of the emergency process for employees and managers, through training and specific training. It is suggested, in the future, to measure impacts that the implementation of process management tools causes in the UPA.