PROCEDIMENTOS NO SETOR DE AGENDAMENTO DO CENTRO DE SAÚDE DE JESUÍTAS: DIAGNÓSTICO, MUDANÇA E AVALIAÇÃO DE RESULTADOS

Abstract

This article results at the research, like formative assessment, wich
sought to improve the routines of the Health Center of the City of Jesuítas, especially
in the Appointment Sector. The research objective was to standard the activities of
the sector through the creation and implementation of forms and routines, and a Manual of Rules and Procedures that contemplated changes giving employees the
understanding needed to keep appropriate procedures to change. Once developed
the instruments, the whole process was evaluated through the tabulation and
analysis of obtained data, with the application of questionnaires to the employees of
the sector and also to users of the Health Center. Research has shown that the
standardization of the Division of Scheduling facilitated improvements to both the
employees in the sector, facilitating and streamlining work processes, and for the
Health Center users, improving customer service and the public health institution
image.