Um estudo sobre informação para apoio à tomada de decisão gerencial em prestadores de serviços de saúde

Abstract

To meet the demand for public health, the Unified Health System (SUS) hires private health service providers. The contracted organizations contribute to the peculiarities of health policies in the search for business sustainability. In this context, providing managers with correct and structured information for decision making can be essential. This research aims to identify the set of information that supports the management decision-making process in a health service provider organization type specialized in rehabilitation. To achieve this goal, a single in-depth case study was conducted at a physiotherapy clinic. The study made use of interviews, non-participant observation, document analysis and questionnaire to evaluate results to analyze the internal and external environment, organizational processes and information systems of the organization. Seven analysis categories were defined to conduct the study: capacity and demand management, schedule management, customer management, material management, cost management, relationship with the higher education institution and information systems. These categories allowed the mapping of the decision-making process, where seven types of organizational decisions were identified, together with the informational and documentary needs that support these decision-making processes. Finally, all the pieces of required information were grouped into seven information packages, defined as: customer data, agendas, materials, physical and financial structure, people and services. As a final result, this study identified the minimum set of information necessary for the management decision-making process of a physiotherapy clinic, leaving space for the continuity of research in the study environment, both in the treatment of information and in the organization of the informational environment. . In addition, the findings of this research may contribute to the design of an information model for the management of the business of rehabilitation service providers.