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Análise e otimização de processos segundo a metodologia Lean
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Introdução: Este trabalho de conclusão de curso (TFM) tem como objetivo principal investigar e validar os processos de atendimento ao cliente no setor de imagiologia médica, com foco na melhoria da eficiência, produtividade e qualidade dos serviços prestados. Utilizando a metodologia Lean, serão analisados os processos de check-in, realização de exames, check-out e entrega de resultados, buscando identificar pontos de ineficiência e oportunidades de otimização. A pesquisa será realizada nas unidades de saúde do grupo Luz Saúde, visando não apenas melhorar o atendimento ao cliente, mas também estabelecer padrões de desempenho que possam ser replicados em outras unidades. Objetivos: Investigar os processos de atendimento ao cliente no setor de imagiologia médica, identificando pontos de ineficiência e oportunidades de melhoria. Aplicar os princípios da metodologia Lean para otimizar os processos de check-in, realização de exames, check-out e entrega de resultados. Avaliar os resultados das melhorias implementadas em termos de eficiência operacional, satisfação do cliente e conformidade com as normas internacionais. Desenvolver um benchmark interno com base nos resultados obtidos, estabelecendo padrões de desempenho para os processos de imagiologia médica dentro do grupo Luz Saúde. Propor recomendações para a replicação e escalabilidade das melhorias realizadas em outras unidades do grupo Luz Saúde, visando garantir a consistência e qualidade dos serviços em toda a organização. Resultados: Ao longo de 1 ano e 1 mês, a unidade de imagiologia realizou um total de 522.731 exames, com um tempo médio de entrega de 4,2 dias úteis. Durante o período analisado, os prazos de entrega variaram ligeiramente de mês para mês. Em janeiro de 2023, a média foi de 4,18 dias, subindo para 4,20 dias em fevereiro. Março apresentou um aumento significativo, com prazos de até 4,75 dias, seguido de uma leve redução para 4,13 dias em abril. Em maio, os prazos subiram para 4,39 dias, estabilizando-se em junho com 4,02 dias. Em julho, a média baixou para 3,96 dias, refletindo uma melhoria gradual na eficiência de entrega dos exames. Conclusões: Esta dissertação aplicou a metodologia Lean para melhorar a eficiência e qualidade dos serviços de imagem médica no grupo Luz Saúde. A otimização dos processos de check-in, realização de exames e entrega de resultados, aliada à automação de tarefas e priorização por urgência, reduziu o tempo médio de entrega para 4,2 dias úteis. As melhorias eliminaram ineficiências e promoveram o envolvimento dos colaboradores, criando um benchmark interno para replicar os ganhos em outras unidades e assegurar uma gestão mais eficiente e sustentável.
Abstract Introduction: This course completion work (TFM) has the main objective of investigating and validating customer service processes in the medical imaging sector, with a focus on improving efficiency, productivity and quality of services provided. Using the Lean methodology, the check-in, exam, check-out and results/findings delivery processes will be analyzed, seeking to identify points of inefficiency and optimization opportunities. A survey to be carried out in the health units of the Luz Saúde group not only improves customer service, but also establishes performance standards that can be replicated in other units. Objectives: Investigate customer service processes in the medical imaging sector, identifying points of inefficiency and opportunities for improvement. Apply the principles of the Lean methodology to optimize the check-in, exam/procedure, check-out and results delivery processes. Evaluate the results of innovative improvements in terms of operational efficiency, customer satisfaction and compliance with international standards. Develop an internal benchmark based on the results obtained, establishing performance standards for medical imaging processes within the Luz Saúde group. Propose recommendations for the replication and scalability of improvements made in other units of the Luz Saúde group, ensuring consistency and quality of services throughout the organization. Results: Over the course of 1 year and 1 month, the imaging unit performed a total of 522,731 exams, with an average delivery time of 4.2 business days. During the period analyzed, delivery times varied slightly from month to month. In January 2023, the average was 4.18 days, rising to 4.20 days in February. March showed a significant increase, with deadlines of up to 4.75 days, followed by a slight reduction to 4.13 days in April. In May, deadlines rose to 4.39 days, stabilizing in June at 4.02 days. In July, the average dropped to 3.96 days, reflecting a gradual improvement in exam delivery efficiency. Conclusions: This dissertation applied the Lean methodology to improve the efficiency and quality of medical imaging services at the Luz Saúde group. The optimization of check-in, exam performance and result delivery processes, combined with task automation and prioritization by urgency, reduced the average delivery time to 4.2 business days. The improvements eliminated inefficiencies and promoted employee engagement, creating an internal benchmark to replicate the gains in other units and ensure more efficient and sustainable management.
Abstract Introduction: This course completion work (TFM) has the main objective of investigating and validating customer service processes in the medical imaging sector, with a focus on improving efficiency, productivity and quality of services provided. Using the Lean methodology, the check-in, exam, check-out and results/findings delivery processes will be analyzed, seeking to identify points of inefficiency and optimization opportunities. A survey to be carried out in the health units of the Luz Saúde group not only improves customer service, but also establishes performance standards that can be replicated in other units. Objectives: Investigate customer service processes in the medical imaging sector, identifying points of inefficiency and opportunities for improvement. Apply the principles of the Lean methodology to optimize the check-in, exam/procedure, check-out and results delivery processes. Evaluate the results of innovative improvements in terms of operational efficiency, customer satisfaction and compliance with international standards. Develop an internal benchmark based on the results obtained, establishing performance standards for medical imaging processes within the Luz Saúde group. Propose recommendations for the replication and scalability of improvements made in other units of the Luz Saúde group, ensuring consistency and quality of services throughout the organization. Results: Over the course of 1 year and 1 month, the imaging unit performed a total of 522,731 exams, with an average delivery time of 4.2 business days. During the period analyzed, delivery times varied slightly from month to month. In January 2023, the average was 4.18 days, rising to 4.20 days in February. March showed a significant increase, with deadlines of up to 4.75 days, followed by a slight reduction to 4.13 days in April. In May, deadlines rose to 4.39 days, stabilizing in June at 4.02 days. In July, the average dropped to 3.96 days, reflecting a gradual improvement in exam delivery efficiency. Conclusions: This dissertation applied the Lean methodology to improve the efficiency and quality of medical imaging services at the Luz Saúde group. The optimization of check-in, exam performance and result delivery processes, combined with task automation and prioritization by urgency, reduced the average delivery time to 4.2 business days. The improvements eliminated inefficiencies and promoted employee engagement, creating an internal benchmark to replicate the gains in other units and ensure more efficient and sustainable management.
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Keywords
Imagiologia médica Atendimento ao cliente Metodologia Lean Eficiência operacional Qualidade dos serviços Benchmarking Gestão em saúde Medical imaging Customer service Lean methodology Operational efficiency Service quality Health management