Hospitalidade: um estudo de caso do Hospital UNIMED Nordeste RS

Abstract

The concept of Hospitality is very broad, ranging from commerce and market to people and their relationships. It is related to exchange relations, in the economical, social, and psychological fields. For health institutions to be competitive, they have to be aware of human exchanges, and using these for their benefit, through differentiated services to be offered to their clients. Keeping these concepts in mind, a literature review was made, related to Hospitality in hospital environment - hospitality, management, hospitals, and competitivity - to grasp a better understanding of the subject. Besides these themes, aspects related to the analyzed variables (leisure, food services, and architecture) were also researched. The field research - case study - focused on the Hospital Unimed Nordeste RS, in Caxias do Sul - RS, Brazil, aiming to the understanding on how Hospitality is being managed, and if it is resulting on competitivity to the institution, through the analysis of the three chosen variables. Data collection has had three sources - direct observation, interviews, and questionnaire - making it possible to answer comparisons. Using data crossing from the three evidence sources and the observed theory, result analysis was developed, focused on procedure execution and competitivity.