Otimização dos processos de serviço em equipamentos médico hospitalar de uma empresa de engenharia clínica através da gestão por processos

Abstract

The management of medical equipment maintenance is an essential function of the hospital area, the consequences of failures in this sector are of high risk to the client’s life. Efficiently applied process management enables fault elimination and continuous improvement of equipment in the hospital environment. This work includes an exploratory, qualitative research and a case study aiming to analyze and seek improvements in the productive process in the corrective and preventive maintenance processes of a Clinical Engineering company, using a Business Process Management method as a tool for optimization. After obtaining and analyzing the information obtained, it can be verified that there were problems related to communication with the customer, use of the management system employed by the company and parts procurement. Therefore, the action plan developed was focused on these areas, aiming to improve the processes as a whole.