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RESUMO - Este trabalho propõe a criação de um indicador que permita medir a Hospitalidade numa instituição de saúde, elemento central da identidade da Ordem Hospitaleira de S. João de Deus (OHSJD). A cultura organizacional define valores, crenças e práticas que guiam o comportamento dos seus membros, facilitando a tomada de decisão e o alinhamento estratégico. O estudo foi realizado no Hospital Sant Joan de Déu (HSJD) – Barcelona, com o objetivo de adaptar e aplicar os resultados ao Sistema de Gestão da Qualidade (SGQ) do Instituto S. João de Deus (ISJD), em Portugal.
Objetivo: Criar um indicador de hospitalidade que integre o sistema de gestão de qualidade do ISJD.
Metodologia: Adotou-se uma abordagem qualitativa, exploratória e transversal, com o objetivo de construir um indicador composto que exprima, de forma mensurável, o Valor da Hospitalidade, elemento central da cultura organizacional da OHSJD. A investigação desenvolveu-se em três fases: (1) análise documental e recolha de dados empíricos junto de colaboradores e utentes, através de questionários, entrevistas e grupos focais; (2) validação das dimensões do construto e integração no SGQ do ISJD; e (3) cálculo do Indicador de Hospitalidade em quatro centros assistenciais. A análise de conteúdo foi realizada com recurso ao software MAXQDA, seguindo o modelo de Gioia, Corley e Hamilton (2012), permitindo a identificação e estruturação de quatro dimensões centrais: Respeito, Responsabilidade, Qualidade e Espiritualidade.
Resultados: A análise dos dados permitiu identificar quatro dimensões centrais do Valor da Hospitalidade — Respeito, Responsabilidade, Qualidade e Espiritualidade — refletidas em comportamentos e práticas reportados por colaboradores e utentes. Estas dimensões foram validadas metodologicamente e integradas num indicador composto, aplicável ao Sistema de Gestão da Qualidade do ISJD. A sua aplicação piloto em quatro unidades demonstrou a viabilidade do indicador como ferramenta para monitorizar e promover a cultura organizacional alinhada com os valores da OHSJD.
Conclusão: A integração de um indicador composto de Hospitalidade no sistema de gestão da qualidade revela-se uma ferramenta estratégica para monitorizar a vivência da cultura organizacional, apoiar a melhoria contínua e reforçar o alinhamento institucional com os valores fundacionais da OHSJD.
ABSTRACT - This work proposes the creation of an indicator to measure Hospitality in a healthcare institution — a central element of the identity of the Hospitaller Order of St. John of God (OHSJD). Organizational culture defines values, beliefs, and practices that guide the behavior of its members, facilitating decision-making and strategic alignment. The study was conducted at the Sant Joan de Déu Hospital (HSJD) – Barcelona, with the aim of adapting and applying the results to the Quality Management System (QMS) of the Instituto São João de Deus (ISJD) in Portugal. Objective: To create a Hospitality indicator that integrates into the ISJD's quality management system. Methodology: A qualitative, exploratory, and cross-sectional approach was adopted, aiming to construct a composite indicator that measurably expresses the Value of Hospitality, a core element of the OHSJD's organizational culture. The research was developed in three phases: (1) document analysis and empirical data collection from staff and service users through questionnaires, interviews, and focus groups; (2) validation of the construct dimensions and integration into the ISJD QMS; and (3) calculation of the Hospitality Indicator in four care centers. Content analysis was carried out using MAXQDA software, following the model of Gioia et al. (2013), enabling the identification and structuring of four central dimensions: Respect, Responsibility, Quality, and Spirituality. Results: Data analysis identified four core dimensions of the Value of Hospitality — Respect, Responsibility, Quality, and Spirituality — reflected in behaviors and practices reported by staff and users. These dimensions were methodologically validated and integrated into a composite indicator applicable to the ISJD’s Quality Management System. Its pilot implementation in four units demonstrated the indicator’s feasibility as a tool to monitor and promote organizational culture aligned with the values of the OHSJD. Conclusion: The integration of a composite Hospitality indicator into the quality management system proves to be a strategic tool for monitoring the lived organizational culture, supporting continuous improvement, and reinforcing institutional alignment with the founding values of the OHSJD.
ABSTRACT - This work proposes the creation of an indicator to measure Hospitality in a healthcare institution — a central element of the identity of the Hospitaller Order of St. John of God (OHSJD). Organizational culture defines values, beliefs, and practices that guide the behavior of its members, facilitating decision-making and strategic alignment. The study was conducted at the Sant Joan de Déu Hospital (HSJD) – Barcelona, with the aim of adapting and applying the results to the Quality Management System (QMS) of the Instituto São João de Deus (ISJD) in Portugal. Objective: To create a Hospitality indicator that integrates into the ISJD's quality management system. Methodology: A qualitative, exploratory, and cross-sectional approach was adopted, aiming to construct a composite indicator that measurably expresses the Value of Hospitality, a core element of the OHSJD's organizational culture. The research was developed in three phases: (1) document analysis and empirical data collection from staff and service users through questionnaires, interviews, and focus groups; (2) validation of the construct dimensions and integration into the ISJD QMS; and (3) calculation of the Hospitality Indicator in four care centers. Content analysis was carried out using MAXQDA software, following the model of Gioia et al. (2013), enabling the identification and structuring of four central dimensions: Respect, Responsibility, Quality, and Spirituality. Results: Data analysis identified four core dimensions of the Value of Hospitality — Respect, Responsibility, Quality, and Spirituality — reflected in behaviors and practices reported by staff and users. These dimensions were methodologically validated and integrated into a composite indicator applicable to the ISJD’s Quality Management System. Its pilot implementation in four units demonstrated the indicator’s feasibility as a tool to monitor and promote organizational culture aligned with the values of the OHSJD. Conclusion: The integration of a composite Hospitality indicator into the quality management system proves to be a strategic tool for monitoring the lived organizational culture, supporting continuous improvement, and reinforcing institutional alignment with the founding values of the OHSJD.
Descrição
Palavras-chave
Cultura organizacional Hospitalidade Valor Indicador Ordem Hospitaleira de S. João de Deus Organizational culture Hospitality Value Indicator Hospitaller Order of St. John of God
Contexto Educativo
Citação
Editora
Universidade Nova de Lisboa, Escola Nacional de Saúde Pública