Qualidade em serviços de saúde

Abstract

The Brazilian health care organizations have faced challenges, particularly concerning control costs and quality of service. The concept of quality in health services rose from the purely technical approach to a more comprehensive approach, which tries to meet the needs, interests and demands of three groups: the providers of health services, those who manage such services, and those who use it. This article aims to examine through literature review the main points concerning the quality of health services. The findings suggest that quality in health services is only achieved if it becomes part of the organizational culture. Therefore, managers should focus on human resources and to keep in mind that health services are provided by people to people.