Desenvolvimento de plataforma digital para análise da satisfação dos utentes de unidades de saúde

Este documento descreve o trabalho realizado em conjunto com a empresa MedSUPPORT[1] no desenvolvimento de uma plataforma digital para análise da satisfação dos utentes de unidades de saúde. Atualmente a avaliação de satisfação junto dos seus clientes é um procedimento importante e que deve ser utilizado pelas empresas como mais uma ferramenta de avaliação dos seus produtos ou serviços. Para as unidades de saúde a avaliação da satisfação do utente é atualmente considerada como um objetivo fundamental dos serviços de saúde e tem vindo a ocupar um lugar progressivamente mais importante na avaliação da qualidade dos mesmos. Neste âmbito idealizou-se desenvolver uma plataforma digital para análise da satisfação dos utentes de unidades de saúde. O estudo inicial sobre o conceito da satisfação de consumidores e utentes permitiu consolidar os conceitos associados à temática em estudo. Conhecer as oito dimensões que, de acordo com os investigadores englobam a satisfação do utente é um dos pontos relevantes do estudo inicial. Para avaliar junto do utente a sua satisfação é necessário questiona-lo diretamente. Para efeito desenvolveu-se um inquérito de satisfação estudando cuidadosamente cada um dos elementos que deste fazem parte. No desenvolvimento do inquérito de satisfação foram seguidas as seguintes etapas: Planeamento do questionário, partindo das oito dimensões da satisfação do utente até às métricas que serão avaliadas junto do utente; Análise dos dados a recolher, definindo-se, para cada métrica, se os dados serão nominais, ordinais ou provenientes de escalas balanceadas; Por último a formulação das perguntas do inquérito de satisfação foi alvo de estudo cuidado para garantir que o utente percecione da melhor forma o objetivo da questão. A definição das especificações da plataforma e do questionário passou por diferentes estudos, entre eles uma análise de benchmarking[2], que permitiram definir que o inquérito iv estará localizado numa zona acessível da unidade de saúde, será respondido com recurso a um ecrã táctil (tablet) e que estará alojado na web. As aplicações web desenvolvidas atualmente apresentam um design apelativo e intuitivo. Foi fundamental levar a cabo um estudo do design da aplicação web, como garantia que as cores utilizadas, o tipo de letra, e o local onde a informação são os mais adequados. Para desenvolver a aplicação web foi utilizada a linguagem de programação Ruby, com recurso à framework Ruby on Rails. Para a implementação da aplicação foram estudadas as diferentes tecnologias disponíveis, com enfoque no estudo do sistema de gestão de base de dados a utilizar. O desenvolvimento da aplicação web teve também como objetivo melhorar a gestão da informação gerada pelas respostas ao inquérito de satisfação. O colaborador da MedSUPPORT é o responsável pela gestão da informação pelo que as suas necessidades foram atendidas. Um menu para a gestão da informação é disponibilizado ao administrador da aplicação, colaborador MedSUPPORT. O menu de gestão da informação permitirá uma análise simplificada do estado atual com recurso a um painel do tipo dashboard e, a fim de melhorar a análise interna dos dados terá uma função de exportação dos dados para folha de cálculo. Para validação do estudo efetuado foram realizados os testes de funcionamento à plataforma, tanto à sua funcionalidade como à sua utilização em contexto real pelos utentes inquiridos nas unidades de saúde. Os testes em contexto real objetivaram validar o conceito junto dos utentes inquiridos.

Transactions and schema evolution in a persistent object-oriented programming system

Applications are subject of a continuous evolution process with a profound impact on their underlining data model, hence requiring frequent updates in the applications' class structure and database structure as well. This twofold problem, schema evolution and instance adaptation, usually known as database evolution, is addressed in this thesis. Additionally, we address concurrency and error recovery problems with a novel meta-model and its aspect-oriented implementation. Modern object-oriented databases provide features that help programmers deal with object persistence, as well as all related problems such as database evolution, concurrency and error handling. In most systems there are transparent mechanisms to address these problems, nonetheless the database evolution problem still requires some human intervention, which consumes much of programmers' and database administrators' work effort. Earlier research works have demonstrated that aspect-oriented programming (AOP) techniques enable the development of flexible and pluggable systems. In these earlier works, the schema evolution and the instance adaptation problems were addressed as database management concerns. However, none of this research was focused on orthogonal persistent systems. We argue that AOP techniques are well suited to address these problems in orthogonal persistent systems. Regarding the concurrency and error recovery, earlier research showed that only syntactic obliviousness between the base program and aspects is possible. Our meta-model and framework follow an aspect-oriented approach focused on the object-oriented orthogonal persistent context. The proposed meta-model is characterized by its simplicity in order to achieve efficient and transparent database evolution mechanisms. Our meta-model supports multiple versions of a class structure by applying a class versioning strategy. Thus, enabling bidirectional application compatibility among versions of each class structure. That is to say, the database structure can be updated because earlier applications continue to work, as well as later applications that have only known the updated class structure. The specific characteristics of orthogonal persistent systems, as well as a metadata enrichment strategy within the application's source code, complete the inception of the meta-model and have motivated our research work. To test the feasibility of the approach, a prototype was developed. Our prototype is a framework that mediates the interaction between applications and the database, providing them with orthogonal persistence mechanisms. These mechanisms are introduced into applications as an {\it aspect} in the aspect-oriented sense. Objects do not require the extension of any super class, the implementation of an interface nor contain a particular annotation. Parametric type classes are also correctly handled by our framework. However, classes that belong to the programming environment must not be handled as versionable due to restrictions imposed by the Java Virtual Machine. Regarding concurrency support, the framework provides the applications with a multithreaded environment which supports database transactions and error recovery. The framework keeps applications oblivious to the database evolution problem, as well as persistence. Programmers can update the applications' class structure because the framework will produce a new version for it at the database metadata layer. Using our XML based pointcut/advice constructs, the framework's instance adaptation mechanism is extended, hence keeping the framework also oblivious to this problem. The potential developing gains provided by the prototype were benchmarked. In our case study, the results confirm that mechanisms' transparency has positive repercussions on the programmer's productivity, simplifying the entire evolution process at application and database levels. The meta-model itself also was benchmarked in terms of complexity and agility. Compared with other meta-models, it requires less meta-object modifications in each schema evolution step. Other types of tests were carried out in order to validate prototype and meta-model robustness. In order to perform these tests, we used an OO7 small size database due to its data model complexity. Since the developed prototype offers some features that were not observed in other known systems, performance benchmarks were not possible. However, the developed benchmark is now available to perform future performance comparisons with equivalent systems. In order to test our approach in a real world scenario, we developed a proof-of-concept application. This application was developed without any persistence mechanisms. Using our framework and minor changes applied to the application's source code, we added these mechanisms. Furthermore, we tested the application in a schema evolution scenario. This real world experience using our framework showed that applications remains oblivious to persistence and database evolution. In this case study, our framework proved to be a useful tool for programmers and database administrators. Performance issues and the single Java Virtual Machine concurrent model are the major limitations found in the framework.

Energy efficiency analysis considering the use of an intelligent systems management in a smart home

In this abstract is presented an energy management system included in a SCADA system existent in a intelligent home. The system control the home energy resources according to the players definitions (electricity consumption and comfort levels), the electricity prices variation in real time mode and the DR events proposed by the aggregators.

Dynamic load management in a smart home to participate in demand response events

In future power systems, in the smart grid and microgrids operation paradigms, consumers can be seen as an energy resource with decentralized and autonomous decisions in the energy management. It is expected that each consumer will manage not only the loads, but also small generation units, heating systems, storage systems, and electric vehicles. Each consumer can participate in different demand response events promoted by system operators or aggregation entities. This paper proposes an innovative method to manage the appliances on a house during a demand response event. The main contribution of this work is to include time constraints in resources management, and the context evaluation in order to ensure the required comfort levels. The dynamic resources management methodology allows a better resources’ management in a demand response event, mainly the ones of long duration, by changing the priorities of loads during the event. A case study with two scenarios is presented considering a demand response with 30 min duration, and another with 240 min (4 h). In both simulations, the demand response event proposes the power consumption reduction during the event. A total of 18 loads are used, including real and virtual ones, controlled by the presented house management system.

SCADA House Intelligent Management for Energy Efficiency Analysis in Domestic Consumers

The implementation of smart homes allows the domestic consumer to be an active player in the context of the Smart Grid (SG). This paper presents an intelligent house management system that is being developed by the authors to manage, in real time, the power consumption, the micro generation system, the charge and discharge of the electric or plug-in hybrid vehicles, and the participation in Demand Response (DR) programs. The paper proposes a method for the energy efficiency analysis of a domestic consumer using the SCADA House Intelligent Management (SHIM) system. The main goal of the present paper is to demonstrate the economic benefits of the implemented method. The case study considers the consumption data of some real cases of Portuguese house consumption over 30 days of June of 2012, the Portuguese real energy price, the implementation of the power limits at different times of the day and the economic benefits analysis.

Análise crítica ao processo de auditoria da qualidade

Dissertação apresentada ao Instituto Superior de Contabilidade para a obtenção do Grau deMestre em Auditoria Orientada por Alcina Augusta de Sena Portugal Dias

Os benefícios e as dificuldades na certificação da qualidade: Norma NP EN ISO 9001:2008

Dissertação apresentada ao Instituto Superior de Contabilidade e Administração do Porto para a obtenção do Grau de Mestre em Assessoria de Administração

A Implementação de um sistema de gestão da qualidadena Junta de Freguesia de Gandra

Trabalho de Projeto apresentado ao Instituto Superior de Contabilidade e Administração do Porto para obtenção do grau de Mestre em Auditoria Orientado por: Doutora Alcina Augusta de Sena Portugal Dias

Balanced scorecard: estudo de caso de uma empresa de serviços de gestão

Dissertação para a obtenção do Grau de Mestre em Contabilidade e Finanças Orientadora: Doutora Cláudia Lopes

Qualidade, higiene e segurança na gestão das empresas

Dissertação apresentada ao Instituto Superior de Contabilidade e Administração para obtenção do Grau de Mestre em Auditoria. Orientada por: Mestre Alcina Dias

An integrated reusable remote laboratory to complement electronics teaching

The great majority of the courses on science and technology areas where lab work is a fundamental part of the apprenticeship was not until recently available to be taught at distance. This reality is changing with the dissemination of remote laboratories. Supported by resources based on new information and communication technologies, it is now possible to remotely control a wide variety of real laboratories. However, most of them are designed specifically to this purpose, are inflexible and only on its functionality they resemble the real ones. In this paper, an alternative remote lab infrastructure devoted to the study of electronics is presented. Its main characteristics are, from a teacher's perspective, reusability and simplicity of use, and from a students' point of view, an exact replication of the real lab, enabling them to complement or finish at home the work started at class. The remote laboratory is integrated in the Learning Management System in use at the school, and therefore, may be combined with other web experiments and e-learning strategies, while safeguarding security access issues.

Student performance analysis under different moodle course designs

This work extends a recent comparative study covering four different courses lectured at the Polytechnic of Porto - School of Engineering, in respect to the usage of a particular Learning Management System, i.e. Moodle, and its impact on students' results. A fifth course, which includes a number of resources especially supporting laboratory classes, is now added to the analysis. This particular course includes a number of remote experiments, made available through VISIR (Virtual Instrument Systems in Reality) and directly accessible through links included in the Moodle course page. We have analyzed the students' behavior in following these links and in effectively running experiments in VISIR (and also using other lab related resources, in Moodle). This data have been correlated with students' classifications in the lab component and in the exam, each one weighting 50% of their final marks. We aimed to compare students' performance in a richly Moodle-supported environment (with lab component) and in a poorly Moodle-supported environment (with only theoretical component). This question followed from conclusions drawn in the above referred comparative study, where it was shown that even though a positive correlation factor existed between the number of Moodle accesses and the final exam grade obtained by each student, its explanation behind was not straightforward, as the quality of the resources was preponderant over its quantity.

Structuring and moodleing a course: case studies at the polytechnic of Porto - School of engineering

This work presents a comparative study covering four different courses lectured at the Polytechnic of Porto - School of Engineering, in respect to the usage of a particular Learning Management System, i.e. Moodle, and its impact on students' results. Even though positive correlation factors exist, e.g. between the number of Moodle accesses versus the final exam grade obtained by each student, the explanation behind it may not be straightforward. Mapping this particular factor to course numbers reveals that the quality of the resources might be preponderant and not only their quantity. This paper also addresses teachers who used this platform as a complement to their courses (b-learning) and identifies some particular issues they should be aware in order to potentiate students' engagement and learning.

Auditoria de resultados no Ministério da Defesa Nacional, ramo Exército

Trabalho de Projeto apresentado ao Instituto de Contabilidade e Administração do Porto para a obtenção do grau de Mestre em Auditoria, sob orientação do Dr. Rodrigo Carvalho e co-orientação do Major de Artilharia António Rabaço

Práticas de segurança da informação: um estudo de caso num centro hospitalar

Dissertação de Mestrado apresentada ao Instituto de Contabilidade e Administração do Porto para a obtenção de grau de Mestre em Auditoria, sob a orientação de Luís Silva Rodrigues