Resumo

HERNANDEZ-NARINO, Arialys et al. Generalization of business process management as a framework supporting health care improvement. Rev. Gerenc. Polit. Salud [online]. 2016, vol.15, n.31, pp.66-87. ISSN 1657-7027.  https://doi.org/10.11144/Javeriana.rgyps15-31.ggpp.

Cuban National System faces an important challenge, which is to consolidate the improvement programs of their institutions; consequently, there are considered key objectives like: fostering creativity and innovation; promoting continuous training; and ensuring the efficiency seeking, the application of best practices and permanent processes evaluation. These objectives are commonly assumed when organizations adopted managerial approaches based on quality, efficiency, effectiveness and service to clients. Hence, this paper shows the results of experiences in business process management, being conceived as a work setting of improvement in health institutions. To seek such goal, it is conducted a bibliography study of 70 methodological procedures, resulting in a new approach that is applied to five hospitals in a Cuban province in order to prove its efficacy for performance improvement, which is illustrated by progress being obtained in service and processes functioning with consequent extension to other hospital of the province.

Palavras-chave : management; processes; improvement; health care services.

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