Empathy map as an instrument in the analysis of the role of the pharmacist in hospital admission in a reference hospital in Rio de Janeiro
DOI:
https://doi.org/10.20401/rasi.11.3.998Keywords:
Gestão em Saúde, Empatia, Design Thinking, Serviço farmacêuticoAbstract
One of the patient's first contacts when admitted to hospitals is through the admission process, which consists of a series of steps that authorize the patient's entry into the hospital environment. Because it is a process that involves various professions and diferente hospital departments, there is a higher risk of experiencing failures. In this context, practicing empathy in the corporate environment can contribute to the development of more committed and satisfied employees in their activities, resulting in a greater value delivery to the patient. This study aimed to analyze the role of the pharmacist in the hospital admission process of a reference hospital in Rio de Janeiro using the empathy map from the Design Thinking philosophy. A cross-sectional study with a descriptive and qualitative-quantitative approach was conducted. Professionals involved in the admission process were invited for interviews with their informed consent, and subsequently, an empathy map was created summarizing the main needs and perceptions of the team. The use of the empathy map aided in better understanding the challenges faced by pharmacists and the healthcare team's perception of pharmaceutical services.
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