Gerenciamento do fluxo de pacientes na otimização do tempo de trabalho do pessoal da Divisão de Odontologia do Hospital Central da Marinha

Abstract

Patient flow management is a major challenge for health managers, and it is directly related to the user’s perception of the quality of service provided. In the Dental Division of the Central Hospital da Marinha, an important part of the technical time of the professionals has been directed to activities related to inadequate management of the flow of patients. The present work is an intervention research that aims to establish a more effective and adequate management of the flow of patients, optimizing the working time of professionals. The interest in carrying out this work stems from the need to improve the management of the flow of patients, optimizing processes and reducing the time of professionals that is directed to this task. It was carried out a survey of the problems in meetings with the work team, using the brainstorming technique, the critical cause of the problem in analysis was identified, allowing the elaboration of the programming matrix of the actions. As a result of the project, with the implementation of a computerized system, it was possible to obtain an expressive reduction in the time of work of professionals that before was directed to this task, representing gains in efficiency and productivity, and improvements in the reduction of waiting times and patient call processes, which translate into improved user experience. The established goals were achieved, some even exceeded, bringing enormous benefits to the Dental Division of the Central Hospital of the Navy, and to the Health System of the Navy as a whole.