Process Management: Study in a Santa Catarina Hospital Organisation

Abstract

Process management helps to reduce costs and improve organisation performance. This paper investigates the mapping and redesigning of a business process with a view to its management, as well as studying the billing process in a Santa Catarina hospital organization. The research, which is descriptive and exploratory, with qualitative approach, was carried out of a literature review, being documental and applied to the study of a single case - a billing process, involving various organisations’s functional areas. We developed the flow chart of the billing process, identifying breaks, and then this was redesigned with a view to implement these improvements. From the redesign processes performance indicators were suggested to monitor critical aspects in order to make its management continuous. The various breaks identified generated delays in care, rework, unnecessary activities, non-receipt of funds from customers and health plans, or delay in receiving these funds. With the redesign the organization’s financial performance can be improved, there can be improvement in satisfaction and motivation and improvement in patient care, which can improve the competitive advantage of hospital organisations.