Melhorias No Atendimento Em Clínica Privada De Cirurgia Plástica, Com Foco No Paciente

• Ano de defesa: 2018
• Autor(a) principal: Coronel, Eugenio Alfonso Sempertegui [UNIFESP]
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de São Paulo (UNIFESP)
• Palavras-chave em Português: Design Thinking; Satisfaction; Plastic Surgery; Satisfação; Cirurgia Plastica
• Link de acesso: https://sucupira.capes.gov.br/sucupira/public/consultas/coleta/trabalhoConclusao/viewTrabalhoConclusao.jsf?popup=true&id_trabalho=6516897; https://repositorio.unifesp.br/handle/11600/52607

Introduction: Medical textbooks, in general, neglect a very important aspect: the administration of a private clinic. That happens, in part, due to limitations in scoppus and ambition, and in another, by lack of official information on the subject. After years of professional training, many surgeons find themselves under capacitated, not only to deal with the daily commercial matters of the practice in their own clinics, but also, with their patients satisfaction. So, they do not become well succeeded. A constant and continuous ambition, in order to achieve excellence in business and marketing, should be a main part in all Plastic Surgery practice. Objetive: To improve the care in a established private Plastic Surgery clinic, with focus on the patient. Methods: The initial fases of the Design Thinking were used: Immersion and Ideation. After literature revision about management of business and surgical clinics, questionaries of the “Hero“ patients and of the clinic’s Staff were elaborated. Brainstorming meetings followe. Results: Many improvement suggestions were obtained, by means of the Design Thinking method, some of them were immediately incorporated. Conclusion: The Design Thinking, that foccus on patients’ experiences, allows the improvement in the care in a established private Plastic Surgery clinic.