Avaliação da qualidade do sistema de saúde de São Roque/SP com base nos indicadores de qualidade urbana da International Organization Standardization (ISO)

Abstract

INTRODUCTION: Improving the quality of public services is one of the main responsibilities of municipal managers, especially in the health sector, which has a direct impact on the lives and well-being of citizens. Therefore, the definition of clear indicators and objectives is essential to guide the improvement process. Currently, there are several quality indicators for public health services, such as those proposed by the World Health Organization and the Ministry of Health, in addition to the International Organization Standardization (ISO) standards, such as the ISO 37120 family of standards. effectiveness in improving health services, it is essential to carry out an accurate diagnosis of the current stage of quality before defining objectives. This process makes it possible to identify the main deficiencies, prioritize the necessary improvements and establish adequate monitoring of the improvement process. This work analyzed the health indicators of the ISO norms in the city of São Roque/SP, a municipality located approximately 60 kilometers from São Paulo, with an estimated population of 88 thousand inhabitants. It should be noted that the city recently received recognition for its excellent performance in facing the Covid-19 pandemic. IstoÉ magazine classified São Roque as the best city in Brazil with up to 100,000 inhabitants in this regard, thus emphasizing the importance of evaluating the quality of health services in São Roque. OBJECTIVES: To carry out an evaluation of the quality of the public health system in the city of São Roque/SP, using the indicators established by the international norms NBR ISO 37120, 37122 and 37123. RESEARCH METHOD: To build the theoretical framework, an analysis of bibliographic content using documents obtained through research on academic platforms. This search was carried out using specific keywords in order to select the most relevant documents for analysis. After selecting the documents, a content analysis process was carried out, with the aim of extracting information and knowledge relevant to the topic in question. To collect the necessary data to fill in the indicators, several platforms and systems available by the Ministry of Health were used, such as the National Register of Health Establishments (CNES), the Mortality Information System (SIM) and the Unified Health System. Health (DATASUS). These data were complemented with other information, such as population data for the municipality, in order to obtain the necessary information for calculating the indicators. RESULTS: It is noteworthy that, among the 16 indicators from the ISOs under analysis, it was not possible to obtain data for 5 of them. However, among the 11 indicators with referenced data, it is possible to observe that São Roque performs better than the state and federal level in 7 of them, highlighting in particular the indicator “number of doctors per 100 thousand inhabitants”, where the municipality exhibits an average rate almost 2 times higher than the other spheres mentioned. CONCLUSION: Although it has some limitations, such as the partial collection of data, it is possible to conclude that the work offers several relevant contributions. One of them is the incentive to the process of collecting and analyzing health data, which can help in the elaboration of goals and work plans with the Municipal Health Council. In addition, the work also paves the way for a series of future studies, such as deepening the data collected and the expansion to other public sectors, such as the environment and mobility, in order to provide valuable information for the improvement of municipal public management in several areas.