As the business evolves, organisations are faced with challenges as today’s customers have changed, and demand a value for the products and services purchased. Customer satisfaction is a key factor to business excellence. The health sector and its service providers are faced with such demands, having to ensure customer satisfaction with limited resources. The aim of the study was to investigate a business model that could be implemented within the public sector to render pathology services. Particular reference was given to the National Health Laboratory Service as a provider of choice for rendering medical laboratory services within public health institutions and related departments. The data has been collected using a self constructed questionnaire which has been distributed to the NHLS centers within the Nelson Mandela Metropolitan Municipality. 45 percent of the employees, in the region took part in the survey. The study tested the perceptions of the respondents with respect to the business model, specifically the determinants of a business model and its effects. The results of the empirical study revealed that a relationship exists between the business model, its determinants and customer satisfaction. Correlation analysis was done between the business model, customer relation management, continuous improvement, talent management, business process reengineering and customer satisfaction. Conclusions and recommendations have been drawn from the study. The NHLS needs to change its approach to business, invest in people education, training and development, improve its communication strategies with customers and realign its processes in order to maintain business excellence and provide a better service within the public sector

Os Laboratórios de Análises Clínicas têm acompanhado a evolução da ciência médica e da tecnologia de diagnóstico. Buscam atender as necessidades de pacientes e médicos. A evolução dos computadores favorece uso de sistemas de informações nos laboratórios. Os sistemas computadorizados auxiliam o Laboratório, melhorando serviços e diminuindo erros. Quando um laboratório informatiza sua emissão de laudos, está fazendo uso de um sistema de processamento de transações. O laboratório pode utilizar dados armazenados, adicionar dados externos, fazendo uso de um sistema de informações gerenciais. Este estudo verifica se laboratórios de análises clínicas da Grande São Paulo, que emitem seus laudos por computador, também fazem uso de um sistema de informações gerencial. Foram entrevistados 32 laboratórios, 9 pequenos, 14 médios, 7 grandes e 2 de porte extra Concluiu-se que nenhum dos laboratórios possui um sistema de informações gerencial pleno, e que o porte do laboratório não influencia nas características dos sistemas utilizados. / The Clinical Analyses Laboratories have folloied the evolution of medical science and the technology of diagnosis. They search to look after to the necessities of patients and physicians. The evolution of the computers favors use of information systems in the laboratories. The assist the Laboratory, improving services and diminishing errors. When a laboratory use a computerized systems its emission of results, is making uses of a transactions processing system. The laboratory can use stored data, add external data, making use a management information system. This study verifies if clinical analyses laboratories of the Grande São Paulo, that emit its results by computer, also make use of a management information system. 32 laboratories, 9 small ones, 14 medium, 7 big and 2 of extra size had been interviewed. It was concluded that none of the laboratories possess a full of management information system, and that the size of the laboratory does not influence in the characteristics of the used systems.

Os Laboratórios de Análises Clínicas têm acompanhado a evolução da ciência médica e da tecnologia de diagnóstico. Buscam atender as necessidades de pacientes e médicos. A evolução dos computadores favorece uso de sistemas de informações nos laboratórios. Os sistemas computadorizados auxiliam o Laboratório, melhorando serviços e diminuindo erros. Quando um laboratório informatiza sua emissão de laudos, está fazendo uso de um sistema de processamento de transações. O laboratório pode utilizar dados armazenados, adicionar dados externos, fazendo uso de um sistema de informações gerenciais. Este estudo verifica se laboratórios de análises clínicas da Grande São Paulo, que emitem seus laudos por computador, também fazem uso de um sistema de informações gerencial. Foram entrevistados 32 laboratórios, 9 pequenos, 14 médios, 7 grandes e 2 de porte extra Concluiu-se que nenhum dos laboratórios possui um sistema de informações gerencial pleno, e que o porte do laboratório não influencia nas características dos sistemas utilizados. / The Clinical Analyses Laboratories have folloied the evolution of medical science and the technology of diagnosis. They search to look after to the necessities of patients and physicians. The evolution of the computers favors use of information systems in the laboratories. The assist the Laboratory, improving services and diminishing errors. When a laboratory use a computerized systems its emission of results, is making uses of a transactions processing system. The laboratory can use stored data, add external data, making use a management information system. This study verifies if clinical analyses laboratories of the Grande São Paulo, that emit its results by computer, also make use of a management information system. 32 laboratories, 9 small ones, 14 medium, 7 big and 2 of extra size had been interviewed. It was concluded that none of the laboratories possess a full of management information system, and that the size of the laboratory does not influence in the characteristics of the used systems.