Aplicação de gráficos de controle para monitoramento do tempo de espera em uma unidade básica de saúde

Abstract

Brazilian public healthcare service is highly demanded however the country has been through a restrained scenario. The study goal is to analyze the waiting time influence in the services capacity of a Basic Healthcare Unit (BHU) at one heartland city in Sao Paulo state, using statistical control charts. The field research relays on the small is better function, in other words, smaller the waiting time, better is the attendance´s quality. For this, a survey and a direct observation were applied in order to acquire the patients waiting time for a medical appointment and to evaluate the service quality. Initially the patient waiting time was monitored with individuals and moving ranges charts and then calculated the Process Capability Index. To complement the offered service analyses were utilized Pareto Diagram and Ishikawa Diagram quality tools. Thus, it was concluded that the service is inefficient based on Process Capability Index, being the average waiting time limit for medial appointment 121.88 minutes (approximate 2 hours). During the study, It was noticed there has being implemented improvements, like the introduction of a time clock and the physician´s daily journey reduction. Furthermore, it was proposed the new enhancements: to do the pediatrician appointments screening one day before, the distribute appointment´s sequence before the BHU opening, improve the line infrastructure and pre-organize the no-show previously.