Theoretical approach and application of a quality method in a dental health public service / Abordagem teorica e aplicação de um metodo de qualidade em serviços publico odontologico

AUTOR(ES)
DATA DE PUBLICAÇÃO

2008

RESUMO

Quality health service assessment is an important stage during planning and healthcare management. This study was composed of two papers that aimed to a) Chapter 1- describe some important terms in quality health service; b) Chapter 2- to plan the quality in a dental health public service through QFD; to define the requirements of oral health service based in the users needs. The first paper reviewed some aspects of Total Quality Management, such as the characteristics of quality in a healthcare service, the movement toward the quality on the historical context, the tools and the methods that have been or can be used in the healthcare management. Furthermore, some problems and the present situation of healthcare quality management in the public health services were discussed. In the second paper, which is based on QFD metodology, a professional team was defined and, after that, items of the demanded quality were defined. One hundred and ninety users of the oral public health in Piracicaba-SP-Brazil were interviewed. After analysing the data and structuring the matrix of quality, it was verified that the percentage of satisfied users, the number of complains per month, the number of completed treatments per month and the number of requests for dental equipment maintenance were the most important quality characteristics to attend users?demands. Goals, indicators and implementation of the quality in the service were suggested. The present study showed that QFD can be applied in public oral health service to translate users? demands into quality service. QFD is important and viable not only in the quality evaluation, but also in the oral health planning of public health

ASSUNTO(S)

gestão da qualidade total health planning health care assistance total quality management saude - planejamento assistencia a saude

ACESSO AO ARTIGO

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