Abstract
This study examines organizational resilience in critical contexts, focusing on healthcare workers at a public hospital in Abancay, Peru. Anchored in the Sustainable Development Goal (SDG) 12: Responsible Production and Consumption, it highlights the need for sustainable and resilient operational models in public institutions. Using a qualitative case study approach, the research incorporated semi-structured interviews and thematic analysis to explore staff responses to crisis situations. Findings indicate that healthcare workers relied on rational and empathetic coping mechanisms, including emotional self-regulation, clear communication, teamwork, and a shared sense of mission, enabling the hospital to maintain functionality despite external pressures. Organizational resilience emerged as a collective outcome of individual adaptability, leadership support, and strong institutional culture. The study emphasizes that resilience in healthcare is not only reactive but can be cultivated through organizational planning and emotional infrastructure. Recommended measures include continuous training, psychological support systems, and staff recognition programs to strengthen resilience capacity. Additionally, innovation in organizational processes, such as the integration of new technologies and adaptive workflows, proved crucial for maintaining service quality. The results expand understanding of resilience in public health systems, particularly in resource-constrained environments, and provide practical guidance for policy and administrative reforms. By combining adaptability, emotional management, and innovation, healthcare organizations can strengthen their capacity to withstand and recover from crises, ensuring long-term sustainability. These insights have significant implications for hospital management and policy, offering strategies that can be adapted to similar healthcare settings worldwide to enhance preparedness and operational continuity during future crises.
Keywords: Healthcare, Hospital, Innovation, Management, Resilience.