Gerenciando qualidade em serviços de saúde

Vera Lucia Peixoto S. Mendes About the author

This study was developed in a general hospital oVf advanced technology with the purpose of identifying in its administration elements that might facilitate or block the quality of the services provided by the urgency/emergency unit and detecting how the nursing professionals notice and experience the mechanisms of Quality warranty proposed by the organization. Quality is defined as a result of managerial style within a context of administrative modernization. It is a case study where, besides social-anthropological techniques, Likert's 4 T System was also used as a complementary method of research. The data analysis has revealed heterogeneity of perception as to the managerial style and a definition of quality compatible with the one that strengthens the principles supported by the organization.


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