Gestão em hotelaria hospitalar: estudo de casos dos hospitais filantrópicos de excelência em São Paulo

• Ano de defesa: 2012
• Autor(a) principal: Borges, Luzeni Pereira
• Orientador(a): Amorim, Maria Cristina Sanches
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Pontifícia Universidade Católica de São Paulo
• Programa de Pós-Graduação: Programa de Estudos Pós-Graduados em Administração
• Departamento: Faculdade de Economia, Administração, Contábeis e Atuariais
• País: BR
• Palavras-chave em Português: Organização hospitalar; Hotelaria hospitalar; Hospitais filantrópicos; Hospitais de excelência
• Palavras-chave em Inglês: Hospital organization; Hospitality in hospitals; Philanthropic hospitals; Hospitals of excellence
• Área do conhecimento CNPq: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
• Link de acesso: https://tede2.pucsp.br/handle/handle/1037

Hospital organizations have an important role in the market due to its economic, social function and to promote health to the people. They are complex and unique institutions, given the history, structure, variety of employees, local legislation, among other features. As part of hospital management, hospitality has received much emphasis on the aspects of humanization of care and in shaping the strategy associated with increased efficiency and competitiveness. To make the stay of the patient experience more enjoyable and make life easier for doctors who serve the institution, many hospitals are creating additional services using the tools from the service industry, especially hotels. The aim of this study is to analyze the hospitality management in philanthropic hospitals of excellence located in the city of São Paulo and understand how they work toward these new services. To analyze the hospitality management, we chose a reference group of hospitals in the Brazilian health system with Certificado de Entidade Beneficente de Assistência Social (philanthropic), accredited and considered to be of excellence by the Brazilian Health Department. We adopted an approach empirical-analytic, by conducting multiple case studies. The results of the study have identified that the hospitality management is not a differentiation factor or a competitive advantage but a case of leveling between the studied hospitals a way that allow to provide the same service level offered by other hospitals of excellence