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Advisor(s)
Abstract(s)
A economia dos serviços tem vindo a aumentar desde os anos 90. Estes são, hoje em dia, uma força propulsora da economia de cada país.
Dentro desta área dos serviços, a gestão de capacidade é um conceito que tem vindo a ser estudado e desenvolvido ao longo dos anos. A gestão de capacidade é crucial para os serviços, no sentido em que emprega estratégias com o objectivo de dar resposta à procura e ao mesmo tempo é responsável por manter o serviço com níveis de qualidade e eficiência constantes.
O presente estudo debruça-se sobre a gestão de capacidade num ambiente hospitalar, mais concretamente num hospital de dia médico oncológico/polivalente e tem como objectivo identificar problemas nos processos existentes e sugerir soluções.
O trabalho foi desenvolvido num contexto de estágio, que decorreu no Hospital Beatriz Ângelo durante o último quadrimestre de 2014.
A metodologia utilizada pelo autor foi a de investigação-ação (AR), o que permite desenvolver estratégias para a resolução de problemas através da colaboração dos diversos stakeholders presentes na organização.
Foi possível chegar à conclusão de que existe um problema de gestão de capacidade na área estudada. De entre as sugestões feitas destaca-se a necessidade de existir um planeamento conjunto das diversas áreas que integram os processos existentes no hospital de dia.
Espera-se com este estudo, contribuir para o desenvolvimento da literatura que engloba a Gestão de Operações e a gestão de capacidade, especialmente num contexto hospitalar.
The services economy has been increasing since the 90s. They are now a driving force of the economy of each country. Within this area of services, capacity management is a concept that has been studied and developed over the years. Capacity management is crucial for the services in that it employs strategies in order to meet demand and at the same time is responsible for maintaining the service quality and efficiency levels constant. This study focuses on the capacity management in a hospital setting, specifically in an oncology/multipurpose day hospital and aims to identify problems in existing processes and suggest solutions. The study was conducted in a stage context. This took place at the Hospital Beatriz Ângelo during the last four months of 2014. The methodology used by the author was the action-research (AR), which allows developing strategies for problem solving through collaboration with various stakeholders present in the organization. It was possible to conclude that there is a capacity management issue in the study area. Among the suggestions there is the need for a joint planning of the various areas that are part of existing processes on a day basis. It is hoped that this study contributes to the development of literature which includes Operations Management and capacity management, especially in a hospital setting.
The services economy has been increasing since the 90s. They are now a driving force of the economy of each country. Within this area of services, capacity management is a concept that has been studied and developed over the years. Capacity management is crucial for the services in that it employs strategies in order to meet demand and at the same time is responsible for maintaining the service quality and efficiency levels constant. This study focuses on the capacity management in a hospital setting, specifically in an oncology/multipurpose day hospital and aims to identify problems in existing processes and suggest solutions. The study was conducted in a stage context. This took place at the Hospital Beatriz Ângelo during the last four months of 2014. The methodology used by the author was the action-research (AR), which allows developing strategies for problem solving through collaboration with various stakeholders present in the organization. It was possible to conclude that there is a capacity management issue in the study area. Among the suggestions there is the need for a joint planning of the various areas that are part of existing processes on a day basis. It is hoped that this study contributes to the development of literature which includes Operations Management and capacity management, especially in a hospital setting.
Description
Keywords
Gestão de Operações Serviços Capacidade Hospital HDMO/HDMP HBA Operations management Services Capacity