Resumo

FERRARI, Solimar; BENUTE, Gláucia Rosana Guerra; SANTOS, Niraldo de Oliveira  e  LUCIA, Mara Cristina Souza de. Excellence in health service: developing care indicators in hospital psychology. Psicol. hosp. (São Paulo) [online]. 2013, vol.11, n.2, pp. 60-71. ISSN 2175-3547.

The aim of this study is to present health-care quality indicators in the area of hospital psychology. The methods employed were the nominal class groups and the time-series study. The results include formulas that allow for the development of helpful indicators that utilize a combination of the production achieved, and the hours worked, by the psychologist. What was concluded is that the basic difficulty found in establishing indicators and goals is that there are no specifically defined formulas for psychology work wherein the evaluation of the work has traditionally been qualitative. However, so that there may be efficient management of the processes and results, it is imperative that the management system include all of the items for developing indicators, goals and evaluation criteria for execution of service in order to thus reach towards continuous performance improvement in this specific area.

Palavras-chave : Indicators; Management; Psychology and Processes; Excellence.

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