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Resumo(s)
A análise do sector da saúde, privado ou público, é actualmente alvo de muitos debates na nossa sociedade, quer por razões económicas como por motivos sociais. Neste sentido, assiste-se à crescente procura por novas tácticas que permitam a melhoria do seu funcionamento, de forma a prestar serviços de qualidade que satisfaçam as necessidades da sociedade portuguesa.
Frequentemente criticadas, as listas e os tempos de espera dos clientes nos hospitais devem ser profundamente analisadas. Como tal, no presente trabalho foram examinados os tempos médios de espera dos clientes para a consulta externa de um hospital privado português. Após uma constatação de resultados não satisfatórios desta variável estudada, ao longo do mês de amostra, Setembro de 2014, foram procuradas formas de melhorar o seu funcionamento aplicando o conhecimento científico da teoria de filas de espera, chegando à conclusão que eliminar totalmente os tempos médios de espera neste sector não é facilmente atingível, sendo dispendioso. No entanto se, em vez de os tentar eliminar, optarmos pela sua redução, então o objectivo pode ser mais facilmente atingido.
The analysis of the private and public healthcare sector is a hot topic under deep social discussion, both from an economical and a social perspective. As a result, there is an increase in the research for new methods that enable improvements in its performance, assuring a service that fully meets the current and future requirements. Often target of criticism, the long waiting lines and times in Portuguese hospitals requires a deep analysis. For this purpose, this paper focused on patients’ average waiting time in a private Portuguese hospital in September 2014. The observation in this period identified that the waiting time was above ideal and consequently four possible solutions for system improvement were tested. Finally, one proved to reduce consistently the waiting times. It was concluded that, although it is not possible to completely remove waiting times in the tested private hospital, it is very much possible to strongly reduce it, providing in this way a better service to the consumers.
The analysis of the private and public healthcare sector is a hot topic under deep social discussion, both from an economical and a social perspective. As a result, there is an increase in the research for new methods that enable improvements in its performance, assuring a service that fully meets the current and future requirements. Often target of criticism, the long waiting lines and times in Portuguese hospitals requires a deep analysis. For this purpose, this paper focused on patients’ average waiting time in a private Portuguese hospital in September 2014. The observation in this period identified that the waiting time was above ideal and consequently four possible solutions for system improvement were tested. Finally, one proved to reduce consistently the waiting times. It was concluded that, although it is not possible to completely remove waiting times in the tested private hospital, it is very much possible to strongly reduce it, providing in this way a better service to the consumers.
Descrição
Palavras-chave
Teoria das filas de espera Sector da saúde privada em Portugal Psicologia de espera Consulta externa Queueing Theory Portugal’s private healthcare sector Psychology of waiting times