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Authors
Advisor(s)
Abstract(s)
A hotelaria hospitalar, segundo Ribeiro (2013), procura compatibilizar os
objetivos hospitalares com os hoteleiros. Mesmo que o tratamento e a assistência sejam
o ponto principal dos hospitais, estes tomam a iniciativa de investir em serviços de
hospitalidade, para o cliente/utente e para aqueles que 0 acompanham. Assim, hotelaria
direcionada aos hospitais tem a intenção de desmistificar o ambiente hospitalar,
baseando-se na preocupação com o utente e 08 seus familiares de acordo Baptista (2016).
Este estudo tem como objetivos gerais: identificar os serviços de hotelaria
hospitalar na estrutura organizacional dos hospitais; avaliar as opções estratégias dos
hospitais terem serviços de hotelaria hospitalar próprios e/ou de outsourcing. A
metodologia adotada é qualitativa, através do método de estudo de caso incorporado de
casos múltiplos. Este estudo é constituído por três estudos de caso com uma unidade de
análise cada (dois hospitais públicos e um privado), e, de modo a auxiliar, foram
realizadas duas entrevistas de carater exploratório a associação de hotelaria hospitalar e
a uma empresa prestadora de serviços hoteleiros hospitalares, usando o critério de
saturação da informação. A técnica usada para a recolha da informação foi entrevista
semiestruturada aos responsáveis dos serviços de hotelaria hospitalar dos hospitais e,
também, documentos disponibilizados pelos entrevistados. A informação recolhida é
analisada através da análise de conteúdo.
Os resultados deste estudo permitem conhecer a estrutura organizacional e a
forma de organização dos serviços de hotelaria hospitalar dos hospitais, bem como as
suas opções estratégicas face ter serviços de hotelaria hospitalar próprios e/ou de
outsourcing. Permitem entender que há cinco serviços essenciais nos departamentos de
hotelaria hospitalar, onde recorrem maioritariamente ao outsourcing devido a redução
de custos, especialização e burocracia existente nesta área.
Hospital hospitality, according to Ribeiro (2013), seeks to reconcile hospital goals with hoteliers. Even though treatment and care are the focus of hospitals, they take the initiative to invest in hospitality services, for the client/user and for those who accompany him. Thus, hotel management aimed at hospitals intends to demystify the hospital environment, based o n the concern with the user and their families, according to Baptista (2016). This study has as general objectives: to identify hospital hotel services in the organizational structure of hospitals; evaluate the strategic options of hospitals having their own hospital hotel services and/or outsourcing. The adopted methodology is qualitative, through the incorporated case study method of multiple cases. This study consists of three case studies with a unit of analysis each (two public hospitals and one private), and, to assist, two exploratory interviews were carried out with the hospital hotel association and a service provider company hotelier, using the information saturation criterion. The technique used to collect the information was a semi-structured interview with those responsible for hospital hotel services at the hospitals and documents provided by the interviewees. The information collected is analyzed through content analysis. The results of this study allow us to know the organizational structure and the form of organization of hospital hotel services in hospitals, as well as their strategic options regarding having their own hospital hotel services and/or outsourcing. They allow us to understand that there are five essential services in the hospital hotel departments, where they mostly resort to outsourcing due to the cost reduction, specialization and bureaucracy existing in this area.
; Organizagéo; ; Servigos de Hotelaria Hospitalar; Outsourcing. ; ; ; ; Outsourcing.
Hospital hospitality, according to Ribeiro (2013), seeks to reconcile hospital goals with hoteliers. Even though treatment and care are the focus of hospitals, they take the initiative to invest in hospitality services, for the client/user and for those who accompany him. Thus, hotel management aimed at hospitals intends to demystify the hospital environment, based o n the concern with the user and their families, according to Baptista (2016). This study has as general objectives: to identify hospital hotel services in the organizational structure of hospitals; evaluate the strategic options of hospitals having their own hospital hotel services and/or outsourcing. The adopted methodology is qualitative, through the incorporated case study method of multiple cases. This study consists of three case studies with a unit of analysis each (two public hospitals and one private), and, to assist, two exploratory interviews were carried out with the hospital hotel association and a service provider company hotelier, using the information saturation criterion. The technique used to collect the information was a semi-structured interview with those responsible for hospital hotel services at the hospitals and documents provided by the interviewees. The information collected is analyzed through content analysis. The results of this study allow us to know the organizational structure and the form of organization of hospital hotel services in hospitals, as well as their strategic options regarding having their own hospital hotel services and/or outsourcing. They allow us to understand that there are five essential services in the hospital hotel departments, where they mostly resort to outsourcing due to the cost reduction, specialization and bureaucracy existing in this area.
; Organizagéo; ; Servigos de Hotelaria Hospitalar; Outsourcing. ; ; ; ; Outsourcing.
Description
Dissertação de mestrado
Keywords
Hotelaria hospitalar Organização Setor hospitalar Serviços de hotelaria hospitalar Outsourcing Hospital hospitality Organization Hospital sector Hospital hospitality services