Velázquez HBM, Yacaman HR

Language: Spanish
References: 6
Page: 179-184
PDF size: 220.48 Kb.

ABSTRACT

Innovation in hospital management is necessary to ensure that continuous improvement initiatives have an impact on the safety and quality of patient care and work processes. Operational excellence programs implemented in hospitals have shown to be useful for managing cultural change aimed at standardization, waste reduction and recognition of employee contributions to the organization. Objective: To demonstrate the benefits of the operational excellence program in the American British Cowdray Medical Center as a tool for continuous improvement. Method: Descriptive, employee survey, organizational indicators. Information source: Employee survey conducted during the months of April and May, 2014, incident-reporting system 2011-2014. Results: The advantages perceived by ABC employees are improved communication, identification of problems and its solutions in less time, and improved teamwork. The relationship based on mutual trust and respect among employees appears with a positive rating in 85% of the responses from the survey. The problems identified during the implementation are related to training and proficiency in the use of the tools. Conclusions: The process of implementing a system of operational excellence in the ABC Medical Center has been effective in contributing to the overall decline in incidents and is perceived by employees as positive and valuable. At the same time, it has promoted a change in interpersonal relations, setting them in the context of mutual trust and respect.

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