Resumo

SERRANO GOMEZ, LUPITA  e  ORTIZ PIMIENTO, NESTOR RAÚL. CHARACTERIZATION OF THE PERFORMANCE LEVEL OF PROCESSES MANAGEMENT IN IPS-CLINICS AND HOSPITALS OF BUCARAMANGA AND AMB. Dyna rev.fac.nac.minas [online]. 2012, vol.79, n.175, pp.15-23. ISSN 0012-7353.

This paper presents the characterization of the performance level of processes management in service institutions, clinics and hospitals in the city of Bucaramanga and its metropolitan area. The study was made on the census of complexity levels II and III clinics and hospitals. A model was structured consisting of 5 criteria and multicriteria, characterized as perceived by the people responsible for processes in the institutions. Three similar clusters were identified. The cluster categorized into the advanced level, consist of 6 institutions, has organizational goals aligned processes, controlled with quantitative methods and clear strategies for performance improvement. And the elementary level cluster, consist of 5 institutions, shows shortcomings in their characterization in terms of focus, unclear strategies and flawed implementation and reactive actions to everyday problems.

Palavras-chave : Processes; Process Improvement; characterization; clinics and hospitals.

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