Desenvolvimento de um sistema de gestão da qualidade para uma clínica odontológica

Abstract

As a result of increasingly demanding customers and the technology and competition growth in the area of dental services, the concern with the quality of this services by the organizations tend to become increasingly present, and one of the ways used to achieve the requirements and needs of customers and market is through the quality management. The quality of health services has the accreditation as your main evaluation system, however, to the area of dental services, this system does not have such a detailed and clear approach as the quality management system (QMS) has. Considering this, the present study presents a development of a quality management system for a dental clinic, based on process approach, quality principle of ISO 9001: 2015, and focusing on the mapping of the main processes of the clinic and the definition of performance indicators for each process. The development of this work allows the clinic a management based on customer satisfaction and the continuous improvement of their processes.