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Hospital Mãe de Deus

Author

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  • Kleber Fossatti Figueiredo
  • Claudia Araújo

Abstract

Since 1998, the Mãe de Deus Hospital, a private institution based in Caxias do Sul, RS, Brazil, has been implementing the Eu Sou Mãe de Deus Programme in order to assure the excellence of its services. The quality improvement process was structured in four stages: awareness, development, implementation and evaluation. The developed activities have been well evaluated by the physicians as well as the hospital's employees. The customer satisfaction level has also been high, since most of them (73%) have considered excellent the services provided by the hospital in the year 2001.

Suggested Citation

  • Kleber Fossatti Figueiredo & Claudia Araújo, 2003. "Hospital Mãe de Deus," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 7(2), pages 185-209.
    • Handle: RePEc:abg:anprac:v:7:y:2003:i:2:226
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