Percepções sobre desempenho em cadeias de suprimentos hospitalares: o caso do Hospital Universitário Professor Alberto Antunes da Universidade Federal de Alagoas

Abstract

Efficient performance is urgent in supply chains and this becomes even more delicate when it comes to healthcare facilities, considering the direct role these organizations play in people's quality of life. In this sense, there should be an increasing scientific interest in the performance of healthcare supply chains, as well as in the maturity of their processes, given the direct link between these two constructs, as proven by the scientific literature. Aiming to contribute to this theme, the general objective of this research is to present perceptions about the performance of a hospital supply chain. To this end, a case study was conducted at the Professor Alberto Antunes University Hospital, in which questionnaires were applied to managers of the institution to assess the maturity of their supply chain processes, as well as to define the degree of importance of performance metrics. The Supply Chain Operations Reference Digital Standard (Scor DS) was the model adopted to structure the questionnaires and for the joint analysis of performance and maturity, as it is a consolidated method for analyzing performance in supply chains. The Supply Chain Management Maturity Model (SCMMM) was used to classify process maturity, a methodology adapted to Scor DS and different types of organizations. The results showed that the performance metrics perceived as most relevant were RL.1.1 Perfect Order Fulfillment, RL.1.2 Perfect Supplier Order Fulfillment, and AG.1.1 Supply Chain Agility, all linked to user satisfaction. It was also noted that these metrics can be negatively influenced by the lower maturity of the Supply and Orchestrate processes, as well as by the Linked maturity stage in which the supply chain is classified, which is an intermediate level that indicates the existence of a basic process structure, but still without consolidated integration with stakeholders. Regarding future research, it is important to highlight that the methodology developed in this research can be replicated for other university hospitals managed by the Brazilian Hospital Services Company, considering that the questionnaires were adapted to an institution in this network and that its other hospitals have great organizational similarity. Therefore, it would be advisable to carry out a study that can be applied at a national level in this network of university hospitals, which could bring performance improvements in various hospital supply chains, something potentially more relevant for the Unified Health System.