Abstract
Hospitals are large service organizations responsible for the well-being of the population and also for a large part of the financial resources allocated to health, in order to play an important role in society. Given this scenario, hospitals have demanded an increase in the use of management tools and improvement of their business processes, with Lean Healthcare as the main driver. Thus, as a way of contributing to the improvement of Lean Healthcare applications in hospitals, the objective of this work is presented, which constituted the introduction of a conceptual model, which presents a new concept concerning the work standardization process, called Standardization Discretionary Labor. This model consists of innovating the way work standardization has been applied in hospital environments. The model was developed through theoretical-conceptual research, which allowed to establish and describe three levels of analysis, which should guide the standardization process and the different levels of customization to which the process is susceptible. The different views on the use of work standardization in manufacturing and in hospitals were dealt with giving rise to 10 approaches to be observed. Thus, the contribution of the discretionary standardization of work in hospital processes proposed in this study has the mission of highlighting the standardization of work processes existing in hospitals, moving away from a restricted view in determining what the prescribed work should be, since the latter must be under the competence of the clinical staff. A conceptual model was developed, which allows to identify the particularities of each sector of the hospital and adapt to standardization according to its respective sector or department.