Mapeamento do fluxo da informação na clínica-escola de fonoaudiologia da Universidade Federal do Rio Grande do Norte: evidências para a construção de um diagnóstico

Abstract

In the current scenario, information in contemporary organizations has been increasingly consolidated as a strategic resource as it promotes value and directly influences organizational decision-making processes. In public institutions, although profit and competitiveness are not priority points to be achieved, the scenario is similar, reflected in the search for improving processes, reducing rework and increasing the quality of services provided. To this end, organizations have developed strategies to seek ways to better organize and manage the information that materializes in the form of documents, whether originating from the external environment or produced internally. This resource needs to be analyzed, processed, stored and retrieved as organizational processes take place. In this context, information management and document management more specifically, gain emphasis as strategies combined with the search for better control of the mass of documents produced in this context. Considering the needs to improve the processes linked to document flow management at the UFRN Speech Therapy Clinic-School, aiming for greater agility and precision in the storage, processing and retrieval and dissemination of information, increasing the quality of services in this environment in terms of security and privacy of the documents generated, alleviating problems such as the loss of essential documents for the unit, this research had the general objective: to diagnose how the use and flow of information occurs in the School Clinic with a view to proposing document management strategies for the unit. Seeking to achieve the general objective, specifically aimed to: Identify the documentary typologies present in the Speech Therapy School Clinic; Analyze the use of the SIGSAÚDE system as an electronic medical record system in the researched unit; Map the document flow processes in use at the School Clinic; Identify bottlenecks present in the document flow; Develop an intervention proposal with a view to proposing changes in the flow of information through document management tools. As for the methodology, the research had a qualitative-quantitative approach, being classified in terms of means as participatory research, considering the participation of the researcher and of the subjects inserted in the analyzed context, and the purposes as Exploratory, Descriptive and Applied research, in addition to documentary and bibliographical. The procedure method adopted in this research was monographic and data collection took place via semi-structured interviews, questionnaires, in addition to the use of an observation script. Results indicate that the absence of well-defined processes, organizational methods inconsistent with the nature of the activities performed in the unit, in addition to the non-use of document management tools for the physical document mass generated, are the main generators of the bottlenecks identified. Added to this, it was concluded that the unit's dependence on the electronic medical records system used, which does not minimally meet informational needs, made information management inefficient and ineffective.