Gestão da qualidade em serviço de saúde: uma análise das práticas de segurança do paciente em uma clínica oncológica

Abstract

Quality management in healthcare services is essential to ensure patient safety and excellence in care. This study analyzed quality management practices in an oncology clinic, focusing on patient safety. A qualitative approach was employed, including a case study, semi-structured interviews, indirect observations, and document analysis. Challenges faced by managers, such as time management, high staff turnover, and resistance to change, were identified. Tools like the PDSA cycle, SIPOC, and digital systems supported continuous improvement. Indicators such as hand hygiene and fall risk were monitored to enhance safety. Results show that the structured application of quality management tools improves patient safety and promotes operational efficiency, aligning with accreditation standards. The research emphasizes the importance of fostering a quality culture in healthcare, significantly benefiting patients and managers.