Avaliação da Implantação de um Sistema da Qualidade em um Laboratório Clínico Público. / Evaluation of the implementing of a quality control system in a public clinical laboratory

AUTOR(ES)

Maria Elizabete Mendes

DATA DE PUBLICAÇÃO

1998

RESUMO

The implementing process of a total quality management system in the DLC was described and analyzed from 1996-97. A quality assurance system was established base don the rules of the ISO 9002. The steps of the establishing process were described, analyzed and a set of the indicators were used in order to monitor the performance of the introduced system, through the analysis of its follow-up. The results demonstrated that employees´ commitment resulted in a decrease in absenteeism, leave of absence and accidents related to work. There was an increase in productivity and billing with the upkeep of the cost per exam. Public opinion polls disclosed a better concept of the laboratory by the clinical staff and the patients. This system got external certification in 1997

ASSUNTO(S)

satisfação dos consumidores de serviços de saúde public health administration/trends total quality management/standards quality indicators health care laboratórios hospitalares quality assurance health care/methods consumer satisfaction gestão de qualidade total/normas indicadores de qualidade em assistência à saúde garantia da qualidade dos cuidados de saúde/métodos administração em saúde pública/tendências capacitação em serviço/tendências inservice training/trends laboratories hospital

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