Percepção dos stakeholders: desempenho organizacional e inovação, após a acreditação hospitalar do Hospital Geral de Caxias do Sul - RS

Abstract

The economic downturn that has affected Brazil in recent years, is not restricted to the financial market and the government, but the population in general, which identifies signs of worsening, and apprehension with the directions that the country's economy is taking, with inflation, unemployment , corruption, lack of effective fiscal adjustment measures, has required managers to be more efficient in planning and controlling actions within companies to achieve organizational performance that contributes and maintains sustainability. For philanthropic hospitals, which depend on resources from governmental spheres (Union, State and Municipality), the need for internal controls related to cost-benefit becomes more evident. The general objective of this study is to identify the perception of stakeholders in relation to organizational performance and innovation after Hospital Accreditation at Hospital Geral de Caxias do Sul - RS. In this context, aspects of organizational performance, Hospital Accreditation and health service innovation were topics of discussion. For that, as for the methodological aspects, an applied research of descriptive character was adopted from a quanti-qualitative study and documentary research. The quantitative stage, through a survey, covered all nurses at the General Hospital. In the qualitative stage, in-depth interviews were conducted with external and internal stakeholders at the General Hospital. In the documentary stage, an analysis was carried out on the SUS user satisfaction survey from 2013 to 2019, through the operating plan, which is part of the contract between the hospital and the Health Department of the city of Caxias do Sul. A triangulation of data was carried out between the results of qualitative, quantitative and documentary research, in order to provide a better understanding of the findings. Results showed that Hospital Accreditation contributes to the awareness and systemic vision of the parties, to organizational performance and innovation. It also demonstrates the perception of external and internal stakeholders about the Organizational performance and Innovation of the General Hospital after Hospital Accreditation that the certification promotes learning that adds value to the lives of those involved, and also promotes the recognition of society as a service of quality, credibility, resoluteness with humanization, being a reference for other hospitals and especially for hospitals that depend on public resources, certified by user satisfaction, which is higher than 90%. Still in a posteriori category, it was possible to identify perception related to financial sustainability - the form of financing by the SUS table is insufficient for financial balance, requiring projects and actions aimed at raising funds through donations, by which stakeholders are engaged. to contribute considering the hospital's credibility; and a third category of stakeholder in the teaching hospital activity, which are academics who do internships in the hospital structure, as well as resident physicians, who are clients in terms of learning and simultaneously providers for serving users. It was concluded that public hospitals, specifically 100% SUS hospitals and schools, face difficulties in terms of economic sustainability. However, Hospital Accreditation contributes to better financial performance, adding better optimization of public resources, and still providing credibility so that the hospital structure can raise funds through social projects. As it is a single case study, as future research, the same research can be carried out in other hospitals with Hospital Accreditation, in municipalities in the state, or in Brazil, as it can bring relevant information about hospital performance, innovations in health and sustainability. [resumo fornecido pelo autor]