Use of a maturity model to improve the quality of medium-complexity hospitals
DOI:
https://doi.org/10.11606/issn.2176-7262.rmrp.2024.212821Keywords:
Quality management, Maturity models, Hospital managementAbstract
Hospital Quality Management is a relevant aspect for improving healthcare services to the population, considering that hospitals play a crucial role in both public and private healthcare systems. In this regard, the use of maturity models has proven to be an important tool for assessing the level of quality practiced by hospitals and providing insights for improvement actions in these organizations. Therefore, the objective of this study was to apply a quality management maturity model in two public hospitals in the state of São Paulo. Two case studies were conducted for this purpose. Primary data was collected through an online questionnaire sent to the employees of both hospitals. The response rate was 5.7% for Hospital H1 and 7.1% for Hospital H2, respectively. The results indicated that the hospitals are at different levels of maturity, with one of them being at a level where quality improvement activities are informal or ad hoc, and the other at a level where improvement activities are formalized. Therefore, each hospital requires distinct actions to build a culture of quality improvement. The applicability of the maturity model to the Brazilian reality was also verified, showing promising potential for assessing quality in public hospitals and proposing strategic actions for management and improvement of healthcare services quality in the Brazilian context.
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Copyright (c) 2024 Suzana Caldeira Martins Campos, Erasmo José Gomes, Márcia Mazzeo Grande
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