O desafio da gestão de filas no serviço de atendimento ao público

Abstract

This study presents an ergonomic analysis of the work performed in the High Cost Medicines Unit of Health State Secretariat of Minas Gerais. For the study, the use of the knowledge of ergonomic work was fundamental. It was used as a tool for research and data collection, simultaneous verbalization, free observation of the work, semi-structured interviews, analysis of the company documents, self-confrontation, filming, photography and cronoanalysis. The monograph is being presented with the hypothesis that the computerized system of the unit presents problems with the calls, which increases their duration and delays the next calls; the entry of users with insufficient or inadequate documentation in the Unit, results in not dispensing the drug and makes them to wait in line and in the counter for a undue time, increasing the queue; the D password (unscheduled users) introduces greater variability in attendance by being composed by users waiting in the queue who go to the Unit out of the service time and may be with missing or out-dated documents. The results of ergonomic analysis corroborate the hypotheses and the recommendations are intended to assist in the management and reduction of the queue