ABSTRACT
Public health is characterized by the importance of guaranteeing equal and universal access to all Brazilian citizens, through quality and comprehensive procedures. This research aimed to evaluate the relationship between people management and the quality of public services in the Graphic Methods sector of a university hospital located in southern Brazil. We used the 4Ps of services (profile, process, procedure, people) related to the SERVQUAL scale (experience) and the AHP decision-making method. For that, a case study was carried out with quantitative and qualitative approaches. The results obtained showed that the criterion with the highest degree of importance was “Procedure” (0.5484) Thus, employees need to be able and engaged to offer a service with a differential and alternatives that best contribute to the overall objective of the study. Therefore, it is necessary to observe the management of the Graphic Methods sector of the University Hospital of Santa Maria (HUSM). According to the reported data, the alternative that stood out was “B”, as it obtained 0.2162 as a global priority, the highest among the others, referring to training. When management offers training to its employees, the activity performed by them becomes easier to be carried out. In this case, it is clear that these two factors are important elements for employees to acquire knowledge to perform activities with excellence.
