Hospital Mãe de Deus

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DOI: https://doi.org/10.1590/S1415-65552003000200013
Keywords:
quality management in hospitals, health care, quality improvement, hospital management

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Kleber Fossatti Figueiredo
Universidade de Navarra
Claudia Araújo
Universidade Federal do Rio de Janeiro

Abstract

Since 1998, the Mãe de Deus Hospital, a private institution based in Caxias do Sul, RS, Brazil, has been implementing the Eu Sou Mãe de Deus Programme in order to assure the excellence of its services. The quality improvement process was structured in four stages: awareness, development, implementation and evaluation. The developed activities have been well evaluated by the physicians as well as the hospital's employees. The customer satisfaction level has also been high, since most of them (73%) have considered excellent the services provided by the hospital in the year 2001.

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Article Details

How to Cite
Figueiredo, K. F., & Araújo, C. (1). Hospital Mãe de Deus. Journal of Contemporary Administration, 7(2), 185-209. https://doi.org/10.1590/S1415-65552003000200013
Issue
Vol. 7 No. 2 (2003): Apr/Jun - 2003
Section
Cases in Administration

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Author Biographies

Kleber Fossatti Figueiredo, Universidade de Navarra

Doutor em Administração de Empresas pela Universidade de Navarra, Espanha. Professor Adjunto do Instituto de Pós-Graduação e Pesquisa em Administração da Universidade Federal do Rio de Janeiro, além de Professor Visitante do Instituto de Empresa de Madrid, Espanha. Suas áreas de interesse em pesquisa são operações de serviços e logística empresarial.

Claudia Araújo, Universidade Federal do Rio de Janeiro

Mestre e Doutoranda em Administração de Empresas na Universidade Federal do Rio de Janeiro, com interesse em pesquisa nas áreas de marketing e operações de serviços.