Resumo

KAFRUNI JUBIZ, Nataly  e  CASTRO DEL TORO, Manuel. Integrated management system for the high-complexity IPS of the city of Barranquilla based on the health accreditation standards, the European foundation for quality management model and the Balanced Scorecard. Prospect. [online]. 2018, vol.16, n.1, pp.91-99. ISSN 1692-8261.  https://doi.org/10.15665/rp.v16i1.1468.

This article presents the design of an Integrated Management System based on the Health Accreditation Standards, the EFQM (European Foundation for Quality Management) and the BSC (Balanced Scorecard), in order to aid the needs and problems that arise during the service of high complexity health institutions in the city of Barranquilla. A survey of fifteen (15) IPSs was used as an information collection tool, which allowed us to know the management status of the selected sample. More into details, the survey showed that in spite of the IPSs commitment with strategic planning and continuous improvement, there was a weakening of the Human Resources factor, evidencing the lack of motivation and training of employees. With the articulation of the three management models we were able to obtain effective management tool that assesses the management of the organization, both administratively and operationally. Thus, improving the service delivery and ensuring customer satisfaction.

Palavras-chave : Accreditation in health; Balanced Scorecard; Competitiveness; EFQM; Strategy; Key Success Factor; ISO 9001.

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