Access to information: assessment of the use of automated interaction technologies in call centers

With the purpose of at lowering costs and reendering the demanded information available to users with no access to the internet, service companies have adopted automated interaction technologies in their call centers, which may or may not meet the expectations of users. Based on different areas of knowledge (man-machine interaction, consumer behavior and use of IT) 13 propositions are raised and a research is carried out in three parts: focus group, field study with users and interviews with experts. Eleven automated service characteristics which support the explanation for user satisfaction are listed, a preferences model is proposed and evidence in favor or against each of the 13 propositions is brought in. With balance scorecard concepts, a managerial assessment model is proposed for the use of automated call center technology. In future works, the propositions may become verifiable hypotheses through conclusive empirical research.

Programas de marketing social: proposição e exame de uma estrutura conceitual de avaliação de resultados

A área de marketing tem sido cada vez mais demandada a prestar contas de suas ações, na forma de avaliação dos investimentos realizados. No marketing social não é diferente. O presente estudo examinou propostas de avaliação de programas de marketing social, em busca do que seria uma estrutura conceitual ideal para esse tipo de avaliação, a partir da literatura, prática de mercado, opinião de experts e exame empírico da proposta em dois diferentes estudos de caso, o programa Novo Sinal, da Prefeitura Municipal de Porto Alegre e os programas de imunização do Centro Estadual de Vigilância em Saúde do Governo do Rio Grande do Sul. A metodologia, qualitativa em sua essência, fez uso da técnica Delphi, entrevistas em profundidade e estudo de casos. A estrutura conceitual desenvolvida engloba as dimensões de avaliação de Input, Processo e Resultados, com respectivas variáveis e indicadores para cada dimensão, e ao longo de cujas dimensões a avaliação ética se faz presente, mas ainda de difícil avaliação na prática cotidiana dos profissionais de marketing social.

Public hearings as a tool to improve participation in regulatory policies: case study of the National Agency of Electric Energy

The participation of citizens in public policies is an opportunity not only to educate them, but also to increase their empowerment. However, the best way for deploying participatory policies, defining their scope and approach, still remains an open and continuous debate. Using as a case study the Brazilian National Agency of Electric Energy (Aneel), with its public hearings about tariff review, this paper aims at analyzing the democratic aspects of these hearings and challenges the hypothesis of many scholars about the social participation bias in this kind of procedure. This study points out a majority participation of experts, contrasting with the political content of discussions. And, this way, it contributes to a critical analysis of the public hearings as a participatory tool, indicating their strengths and their aspects which deserve a special attention.

A efetividade do dentifrício fluoretado no controle da cárie dental: uma meta-análise

OBJETIVO: Realizar uma meta-análise sobre a efetividade da escovação com dentifrício fluoretado na redução da cárie dental para calcular o efeito das diferentes hipóteses testadas. MÉTODOS: Foram revisados artigos publicados sobre a efetividade da educação em saúde oral no período compreendido entre 1980 e 1998, indexados nas bases de dados Medline e Lilacs. Para avaliação da qualidade dos artigos, foram utilizados os critérios de rigor metodológico de Kay & Locker após serem submetidos a um comitê de experts formado por pesquisadores I-A do CNPq. Dos 43 artigos identificados, 22 (51,2%) atingiram os critérios de rigor metodológico propostos. O cálculo do tamanho do efeito da intervenção de cada estudo foi feito a partir das diferenças de resultados entre os grupos de teste e controle. O efeito global foi calculado para cada agrupamento de estudos segundo as hipóteses testadas. RESULTADOS: O aumento da concentração do flúor parece estar associado com o aumento do efeito (redução global = -0,17 IC 95% -0,22/-0,12). O maior percentual de redução de cárie foi verificado na comparação entre dentifrícios fluoretados e aqueles sem flúor (redução global = -0,29 IC 95% -0,34/-0,24). A adição de anti-microbianos (redução global = -0,03 IC 95% -0,07/+0,02), diferenças nos sistemas abrasivos (redução global = -0,02 IC 95% -0,09/+0,04) e diferenças nos princípios ativos não aumentam a efetividade dos mesmos (redução global = -0,04 IC 95% -0,10/+0,01). CONCLUSÕES: As maiores reduções de cárie foram encontradas nos estudos com escovação supervisionada. A síntese confirmou a importância da escovação com dentifrício fluoretado no controle da cárie dental. Contudo, aponta para uma ênfase nos aspectos medicamentosos relacionados ao controle da doença, em detrimento de ações educativas específicas. A heterogeneidade de resultados indica que sejam considerados os contextos de implantação das práticas preventivas no processo de sua avaliação.

Fuzzy linguistic model for evaluating the risk of neonatal death

OBJECTIVE: To introduce a fuzzy linguistic model for evaluating the risk of neonatal death. METHODS: The study is based on the fuzziness of the variables newborn birth weight and gestational age at delivery. The inference used was Mamdani's method. Neonatologists were interviewed to estimate the risk of neonatal death under certain conditions and to allow comparing their opinions and the model values. RESULTS: The results were compared with experts' opinions and the Fuzzy model was able to capture the expert knowledge with a strong correlation (r=0.96). CONCLUSIONS: The linguistic model was able to estimate the risk of neonatal death when compared to experts' performance.

Desenvolvimento do WHOQOL, módulo espiritualidade, religiosidade e crenças pessoais

OBJETIVO: Descrever o desenvolvimento do módulo "espiritualidade, religiosidade e crenças pessoais" pelo instrumento WHOQOL-SRPB e relatar os principais achados da pesquisa realizada com grupos focais constituídos por pessoas representativas das práticas religiosas mais freqüentes, pacientes e profissionais da saúde. MÉTODOS: São descritas as várias etapas de desenvolvimento do instrumento WHOQOL-SRPB: revisão da literatura, grupos focais, geração de questões nacionais, geração de itens consensuais, desenvolvimento do instrumento piloto, aplicação do piloto, análise do desempenho das questões, desenvolvimento do instrumento definitivo e teste de campo. A etapa dos grupos focais foi aplicada em Porto Alegre, RS, com 15 grupos (n=142), incluindo profissionais da saúde, pacientes agudos, crônicos e terminais, religiosos (católicos, evangélicos, afro-brasileiros e espíritas) e ateus. Foram discutidas as facetas sugeridas pelo grupo de experts, além das dimensões espontaneamente trazidas pelos participantes dos grupos. RESULTADOS E CONCLUSÕES: A técnica de grupo focal mostrou-se adequada para captar as diferentes opiniões dos participantes, permitindo que fossem testadas as hipóteses dos pesquisadores, redirecionando e/ou ampliando conceitos previamente estabelecidos. Além disso, evidenciou a importância da dimensão espiritual na vida dos pacientes.

Explicit discrimination and health: development and psychometric properties of an assessment instrument

OBJECTIVE: To develop an instrument to assess discrimination effects on health outcomes and behaviors, capable of distinguishing harmful differential treatment effects from their interpretation as discriminatory events. METHODS: Successive versions of an instrument were developed based on a systematic review of instruments assessing racial discrimination, focus groups and review by a panel comprising seven experts. The instrument was refined using cognitive interviews and pilot-testing. The final version of the instrument was administered to 424 undergraduate college students in the city of Rio de Janeiro, Southeastern Brazil, in 2010. Structural dimensionality, two types of reliability and construct validity were analyzed. RESULTS: Exploratory factor analysis corroborated the hypothesis of the instrument's unidimensionality, and seven experts verified its face and content validity. The internal consistency was 0.8, and test-retest reliability was higher than 0.5 for 14 out of 18 items. The overall score was higher among socially disadvantaged individuals and correlated with adverse health behaviors/conditions, particularly when differential treatments were attributed to discrimination. CONCLUSIONS: These findings indicate the validity and reliability of the instrument developed. The proposed instrument enables the investigation of novel aspects of the relationship between discrimination and health.

Model for the evaluation of drug-dispensing services in primary health care

OBJECTIVE To develop a model for evaluating the efficacy of drug-dispensing service in primary health care. METHODS An efficacy criterion was adopted to determine the level of achievement of the service objectives. The evaluation model was developed on the basis of a literature search and discussions with experts. The applicability test of the model was conducted in 15 primary health care units in the city of Florianópolis, state of Santa Catarina, in 2010, and data were recorded in structured and pretested questionnaires. RESULTS The model developed was evaluated using five dimensions of analysis for analysis. The model was suitable for evaluating service efficacy and helped to identify the critical points of each service dimension. CONCLUSIONS Adaptations to the data collection technique may be required to adjust for the reality and needs of each situation. The evaluation of the drug-dispensing service should promote adequate access to medications supplied through the public health system.

Content validity and reliability of test of gross motor development in Chilean children

ABSTRACT OBJECTIVE To validate a Spanish version of the Test of Gross Motor Development (TGMD-2) for the Chilean population. METHODS Descriptive, transversal, non-experimental validity and reliability study. Four translators, three experts and 92 Chilean children, from five to 10 years, students from a primary school in Santiago, Chile, have participated. The Committee of Experts has carried out translation, back-translation and revision processes to determine the translinguistic equivalence and content validity of the test, using the content validity index in 2013. In addition, a pilot implementation was achieved to determine test reliability in Spanish, by using the intraclass correlation coefficient and Bland-Altman method. We evaluated whether the results presented significant differences by replacing the bat with a racket, using T-test. RESULTS We obtained a content validity index higher than 0.80 for language clarity and relevance of the TGMD-2 for children. There were significant differences in the object control subtest when comparing the results with bat and racket. The intraclass correlation coefficient for reliability inter-rater, intra-rater and test-retest reliability was greater than 0.80 in all cases. CONCLUSIONS The TGMD-2 has appropriate content validity to be applied in the Chilean population. The reliability of this test is within the appropriate parameters and its use could be recommended in this population after the establishment of normative data, setting a further precedent for the validation in other Latin American countries.

Chikungunya risk for Brazil

This study aimed to show, based on the literature on the subject, the potential for dispersal and establishment of the chikungunya virus in Brazil. The chikungunya virus, a Togaviridae member of the genusAlphavirus, reached the Americas in 2013 and, the following year, more than a million cases were reported. In Brazil, indigenous transmission was registered in Amapa and Bahia States, even during the period of low rainfall, exposing the whole country to the risk of virus spreading. Brazil is historically infested by Ae. aegypti and Ae. albopictus, also dengue vectors. Chikungunya may spread, and it is important to take measures to prevent the virus from becoming endemic in the country. Adequate care for patients with chikungunya fever requires training general practitioners, rheumatologists, nurses, and experts in laboratory diagnosis. Up to November 2014, more than 1,000 cases of the virus were reported in Brazil. There is a need for experimental studies in animal models to understand the dynamics of infection and the pathogenesis as well as to identify pathophysiological mechanisms that may contribute to identifying effective drugs against the virus. Clinical trials are needed to identify the causal relationship between the virus and serious injuries observed in different organs and joints. In the absence of vaccines or effective drugs against the virus, currently the only way to prevent the disease is vector control, which will also reduce the number of cases of dengue fever.

Transplants: bioethics and justice

Bioethics, as a branch of philosophy that focuses on questions relative to health and human life, is closely tied to the idea of justice and equality. As such, in understanding the concept of equality in its original sense, that is, in associating it to the idea to treat "unequals" (those who are unequal or different, in terms of conditions or circumstances) unequally (differentially), in proportion to their inequalities (differences), we see that the so-called "one-and-only waiting list" for transplants established in law no. 9.434/97, ends up not addressing the concept of equality and justice, bearing upon bioethics, even when considering the objective criteria of precedence established in regulation no. 9.4347/98, Thus, the organizing of transplants on a one-and-only waiting list, with a few exceptions that are weakly applicable, without a case by case technical and grounded analysis, according to each particular necessity, ends up institutionalizing inequalities, condemning patients to happenstance and, consequently, departs from the ratio legis, which aims at seeking the greatest application of justice in regards to organ transplants. We conclude, therefore, that from an analysis of the legislation and of the principles of bioethics and justice, there is a need for the creation of a collegiate of medical experts, that, based on medical criteria and done in a well established manner, can analyze each case to be included on the waiting list, deferentially and according to the necessity; thus, precluding that people in special circumstances be treated equal to people in normal circumstances.

Identification and characterization of deforestation hot spots in Venezuela using MODIS satellite images

Land cover changes over time as a result of human activity. Nowadays deforestation may be considered one of the main environmental problems. The objective of this study was to identify and characterize changes to forest cover in Venezuela between 2005-2010. Two maps of deforestation hot spots were generated on the basis of MODIS data, one using digital techniques and the other by means of direct visual interpretation by experts. These maps were validated against Landsat ETM+ images. The accuracy of the map obtained digitally was estimated by means of a confusion matrix. The overall accuracy of the maps obtained digitally was 92.5%. Expert opinions regarding the hot spots permitted the causes of deforestation to be identified. The main processes of deforestation were concentrated to the north of the Orinoco River, where 8.63% of the country's forests are located. In this region, some places registered an average annual forest change rate of between 0.72% and 2.95%, above the forest change rate for the country as a whole (0.61%). The main causes of deforestation for the period evaluated were agricultural and livestock activities (47.9%), particularly family subsistence farming and extensive farming which were carried out in 94% of the identified areas.

The Portuguese language version of social phobia and Anxiety Inventory: analysis of items and internal consistency in a Brazilian sample of 1,014 undergraduate students

OBJECTIVE: Theoretical and empirical analysis of items and internal consistency of the Portuguese-language version of Social Phobia and Anxiety Inventory (SPAI-Portuguese). METHODS: Social phobia experts conducted a 45-item content analysis of the SPAI-Portuguese administered to a sample of 1,014 university students. Item discrimination was evaluated by Student's t test; interitem, mean and item-to-total correlations, by Pearson coefficient; reliability was estimated by Cronbach's alpha. RESULTS: There was 100% agreement among experts concerning the 45 items. On the SPAI-Portuguese 43 items were discriminative (p < 0.05). A few inter-item correlations between both subscales were below 0.2. The mean inter-item correlations were: 0.41 on social phobia subscale; 0.32 on agoraphobia subscale and 0.32 on the SPAI-Portuguese. Item-to-total correlations were all higher then 0.3 (p < 0.001). Cronbach's alphas were: 0.95 on the SPAI-Portuguese; 0.96 on social phobia subscale; 0.85 on agoraphobia subscale. CONCLUSION: The 45-item content analysis revealed appropriateness concerning the underlying construct of the SPAI-Portuguese (social phobia, agoraphobia) with good discriminative capacity on 43 items. The mean inter-item correlations and reliability coefficients demonstrated the SPAI-Portuguese and subscales internal consistency and multidimensionality. No item was suppressed in the SPAI-Portuguese but the authors suggest that a shortened SPAI, in its different versions, could be an even more useful tool for research settings in social phobia.

A Brazilian version of the "Children's Interview for Psychiatric Syndromes" (ChIPS)

OBJETIVE: The advance of research in child and adolescent psychiatry in Brazil heavily depends on the existence of instruments for the investigation of psychiatric syndromes adapted to Brazilian Portuguese. METHODS: This article describes a careful process of translation of the Children's Interview for Psychiatric Syndromes for the purpose of use in research in Brazil. The Children's Interview for Psychiatric Syndromes has a version for parents (P-ChIPs) and a version for children (ChIPS). In this article, the sections of P-ChIPS referring to attention-deficit hyperactivity disorder, oppositional-defiant disorder, conduct disorder, mania/hypomania, anorexia nervosa, bulimia nervosa and psychotic disorders were translated to Brazilian Portuguese. The sections of the ChIPS referring to substance use disorders, social anxiety disorder, specific phobias, obsessive-compulsive disorder, generalized anxiety disoder, separation anxiety disorder, post-traumatic disorders and depression/dysthimia were also adapted. Each section was translated by two independent translators and later discussed in a committee composed of experts in the field of Psychiatry and a professional of the field of linguistics. RESULT: A final version containing an interview for the main psychiatric syndromes was defined. CONCLUSION: The translated P-ChIPS is a helpful instrument in children and adolescent clinical evaluation.

Elaboração e avaliação de um instrumento para identificar memórias referentes à Unidade de Terapia Intensiva

OBJETIVO: Descrever o desenvolvimento de um instrumento para identificar as recordações de pacientes internados em Unidade de Terapia Intensiva (UTI) e verificar a validade de conteúdo e a aplicabilidade do instrumento. MÉTODO: Estudo de desenvolvimento metodológico, fundamentado na teoria de elaboração de escalas psicológicas de Pasquali (1998). Para elaboração do instrumento, foram percorridas três etapas, a construção dos itens, a análise da validade de conteúdo e aparência por um painel de experts e, por fim, a realização de um estudo-piloto para verificar a aplicabilidade do instrumento na população-alvo. RESULTADOS: Houve pouca discordância entre os experts na análise das questões de acordo com os domínios do construto. Os itens foram avaliados positivamente, recebendo uma pontuação acima de 80%, valor este que obedece ao critério de validação do instrumento. Dessa forma, os itens foram considerados consistentes em relação aos domínios e ao construto, possibilitando identificar recordações das experiências vividas pelos pacientes durante sua permanência em UTI. CONCLUSÕES: Os itens propostos mostraram-se compreensíveis, claros e com uma adequada estrutura de apresentação. O instrumento apresenta validade de conteúdo atestada por um painel de experts, demonstrando possuir características teóricas para identificar memórias de pacientes internados em UTI a curto e longo prazo.