Gerenciamento de demanda na parceria ensino-serviço em saúde

Abstract

Introduction: Although Brazil has a universal health care system, access to care services still poses a problem. Higher education institutions in this area have as their mission, training focused on the needs of the population with a critical and resolute focus of future professionals. Partnerships between public health services and universities favor the exchange of experiences and complementary care. To this end, the standard of service in the environments must have excellence in quality in all aspects with grounded management and flows not defined in relation to demand and productive capacity. Objective: This study aims to contribute to a customer demand management model from a call center. Methodology: This work was conducted as applied research through action research, which characterizes the study as an independent, empirically based form of social research, conceived and carried out in close association with an implementation action of a technological alternative with improving quality and efficiency in health service processes. Results: The anticipated perception by the manager of the need to adapt the simulated processes to the maximum and minimum demand of the patient care processes was shown to be important for the ambulatory managers of Higher Education Institutions to seek process readjustment against demand and production capacity, so they can make effective decisions and make necessary adjustments to the system. Thus, the model simulated in this research contributes to the strategic management of short and medium term operations, when it refers to the improvement in the allocation and utilization of resources for patients in need of care.