GESTÃO DA QUALIDADE: IMPLEMENTAÇÃO NO SERVIÇO DE REFERÊNCIA EM LEISHMANIOSES DE PERNAMBUCO-BRASIL

The Regional Reference Service for Leishmaniasis of Pernambuco (Brazil) provides diagnostic complexity, quality control for the Central Laboratories (Lacens) of Northeast, and training of human resources. The provision of these services created the need to ensure results of quality and customer satisfaction, in addition to following the recommendations provided by ISO 15189. The interpretation of the ISO 15189 norms led to the System of Quality of Management. The formulation of documents (SOPs, Quality Guide) involved the whole staff, initially with focus only on research activities. Institutional support was important to overcome points of resistance to a new reality. The implementation of quality of management led to advances that will reduce costs for equipment replacement, reagents, and biological material. The guarantee of a job performed safely provides external credibility, internal satisfaction, and greater scientific productivity.