Gestão estratégica de desempenho na perspectiva dos stakeholders: um estudo de caso no Hospital Lacan

Resumo (EN)

More and more, in the last two decades, the psychiatric Brazilian hospitals reduced the number of in-patient rooms and many of them have stopped their activities due to the mental health Brazilian policies which goal is to stop having the possibility of receiving this kind of patient in ambulatories. The Lacan Psychiatric Hospital in São Bernardo do Campo is an exception in this context because they have made this kind of in-patient four times bigger reaching profit in their activity. The main subject of the research is to find out the answers regarding what the Hospital has done to reach positive results during the crisis in this activity area. By the use of a descriptive exploratory research, with a qualitative nature and using all the technical DeepInterview and Focal Group, the research goal is to identify the facts related both to the evaluation process and to the strategic measurement of utilized performance during the crisis moments in this specific area. The results of the research show that the treatment quality to the patients, so that they may cooperate with their will to the treatment success, have as enable factors the professional team satisfaction and adequate preparation so they may receive the patients properly. The research analysis regarding the Performance Evaluation considering the Performance Point of View and the strategic Cognitive Theory lead us to the idea that, in spite of the differences of processes and capabilities with the strategy and the partnership with the Health State Secretary do not follow the Lacan Hospital formal strategy regarding self-suggestion attitude, there were positive results regarding profits and growing.