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Qualidade em Serviços Logísticos: aplicação da Soft Systems Methodology (SSM) na avaliação da qualidade percebida quanto à distribuição dos medicamentos antirretrovirais do programa HIV/AIDS
| Content Provider | Semantic Scholar |
|---|---|
| Author | Silva, José Orlando Sousa Da |
| Copyright Year | 2016 |
| Abstract | Hospital organizations have one of the most complex unit managements, demanding from drugs supply chain hospital manager, which in this paper is antiretroviral, a proficiency in management. As a distribution failure occurs, the perception about the service quality offered is immediately compromised. This research was conducted at the Hospital das Clinicas, UFPE and aimed to evaluate the perception of quality related to logistic services provision in the antiretroviral drug program. This is an exploratory-descriptive qualitative study, conducted through semi-structured interviews with the study hospital’s pharmacists and pharmacy technicians and logistical coordinators of the HIV/AIDS program from the State Department of Health. A foundation to understand the quality associated to logistic services provision is a systemic view about the supply chain operation through Soft Systems Methodology (SSM), which allows the operation understanding from different perceptions. This situation also originated the importance to evaluate it based on dimensions of perceived quality in any logistic services: reliability in prompt delivery, amount and correct product reliability, service flexibility, availability, post-delivery support, etc., in order to achieve a more accurate monitoring process or propose actions to prevent future problems to program’s professionals and users living with HIV/AIDS. The results enabled a detailed assessment of the supply chain functioning from antiretroviral drugs, the importance of an efficient stock management, the information flow and the real demand planning. It made to understand the need to rethink the current physical structure in order to allow a humanized care to patients and families, and review along with the state logistic coordination the contract terms signed. Finally, it was clear that some dimensions evaluated require operational changes, considering the high monetary value; and the continued access to therapy brings not only the professionals and users’ satisfaction, the credibility of services and building a positive image, but mainly increasing these users survival. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://www.ufpe.br/documents/39550/677698/RELAT%C3%93RIO+EXECUTIVO+-+JOS%C3%89+ORLANDO+SOUSA+DA+SILVA.pdf/b932ed5c-7601-4807-9926-71fee6746667 |
| Alternate Webpage(s) | https://www.ufpe.br/documents/39550/676200/DISSERTA%C3%87%C3%83O+-+JOS%C3%89+ORLANDO+SOUSA+DA+SILVA.pdf/bb171018-b4e0-4bc6-9fc0-4b9181298374 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
