HEALTH SERVICES MANAGEMENT: AN APPROACH FOR PERFORMANCE IMPROVEMENT
The main objective of this study was to evaluate the contributions of importance and performance of Slack (1994) matrix to understand the aspects of competitiveness of an entity providing public health services whose main customers in public hospitals. The method used was the case study and data were collected through semi-structured questionnaires with managers and customers, in which we sought to identify the importance evaluated by customers and the company's performance in different competitive criteria. The results helped to clarify from the point of view of the entity, the points that require actions in long and short term, generating information that can directly influence decision-making by managers of the institution. The approach allowed the identification of competitive criteria the entity does not meet the expectations of member hospitals. The study contributes to broaden the use of valid approaches to improving public health management to validate the implementation and demonstrated the need for more research on the topic.
PaperID: p 3019-3034
Author's Name: Roger Barros and Diego Augusto de Jesus Pacheco
Volume: Volume 6
Issues: Volume 6
Keywords: Service management; public health; public hospitals; society.