Avaliação da qualidade do Transporte Colectivo Urbano na Cidade da Praia e a Satisfação dos Utentes

A qualidade nas organizações de serviço tem-se tornado num tópico de muita importância, sendo reconhecida como uma variável estratégica para aumentar a sua eficácia e eficiência, ganhar vantagem competitiva e conduzir à satisfação dos seus clientes. Promover uma escala apropriada, que reflicta convenientemente as percepções e as expectativas dos clientes, deve ser uma preocupação tanto dos gestores de empresas como das agências governativas. O presente estudo empírico desenvolve e analisa uma escala de medição da qualidade de serviço, através da aplicação do modelo SERVQUAL, desenvolvido por Parasuraman et al. (1985, 1988, 1991), e adaptado para o serviço de transporte colectivo urbano de passageiros (TCUP). O procedimento levado a efeito na presente investigação apresenta 4 fases e 9 etapas, com a combinação do paradigma de Churchill (1979) e entrevistas focus group. A escala final SERVQUAL adaptada, com 23 itens, e as dimensões obtidas indicam que a mesma é altamente fiável (0,891) e válida, demonstrando assim que o procedimento seguido é aplicável e que os seus itens foram desenhados de acordo com as condições do sector. A pesquisa exploratória foi conduzida em Cabo Verde, na cidade da Praia, em Setembro de 2008, com 230 utentes regulares do serviço de TCUP. Os dados confirmam a existência de gaps, encontrando-se a maioria dos inquiridos (67%) insatisfeita com esse serviço. A análise factorial confirmou a existência de cinco dimensões, que determinam a qualidade de serviço no TCUP, na Praia, pela seguinte ordem de importância: “aparência física dos veículos/conforto”, “atenção personalizada/desempenho dos colaboradores”, “empatia”, “conveniência do serviço”, e, por último, “equipamento tangível”.

Campo Musical Cabo-verdiano da Area Metropolitana de Lisboa Protoganistas, Identidades e Musica Imigrante

Portugal é um país que acolhe, desde a década de 60 do século pretérito, uma das mais expressivas comunidades africanas – a cabo-verdiana –, cuja característica saliente é marcada, designadamente, pela presença de uma significativa e dinâmica cultura transnacional. A música, através dos seus mais variados géneros e formas, representa seguramente a dimensão mais importante desta diversificada população imigrante, juntamente com a língua cabo-verdiana. Daí o interesse no conhecimento, tanto quanto possível aprofundado, da realidade musical cabo-verdiana em contexto imigratório, a partir de um olhar atento sobre o chamado campo musical, ancorado particularmente na Área Metropolitana de Lisboa (AML). Interessada em caracterizar, nos seus aspectos essenciais, o campo da música migrante cabo-verdiana na Área Metropolitana de Lisboa, esta investigação propõe-se descrever e analisar o funcionamento do campo da música migrante cabo-verdiana, observando a sua configuração, tanto no plano estrutural das relações sociais no seu interior e com o seu exterior, das trajectórias, práticas e perfis sociográficos dos músicos, como no plano simbólico/cultural das representações, identidades, representações e culturas profissionais, com base numa amostra de 102 casos, à qual foi aplicado um inquérito por questionário, para além de métodos qualitativos, designadamente a entrevista em profundidade e o focus group, de forma combinada e de acordo com o princípio da triangulação metodológica.

Nursing Actions in practicing inpatient advocacy in a Burn Unit

OBJECTIVEUnderstanding nursing actions in the practice of inpatient advocacy in a burn unit.METHODA single and descriptive case study, carried out with nurses working in a referral burn center in southern Brazil. Data were collected through focus group technique, between February and March 2014, in three meetings. Data was analysed through discursive textual analysis.RESULTSThree emerging categories were identified, namely: (1) instructing the patient; (2) protecting the patient; and (3) ensuring the quality of care.CONCLUSIONSThis study identified that the nurses investigated exercised patient advocacy and that the recognition of their actions is an advance for the profession, contributing to the autonomy of nurses and the effectiveness of patients' rights and social justice.

Mothers' perceptions of care practices for children who underwent heart transplantation

Abstract OBJECTIVE To learn mothers' perceptions of the main care practices that are to be administered after their children's heart transplantation, as well as the main difficulties they experience. METHOD A descriptive qualitative study conducted in March and April 2014, using the focus group technique for data gathering. Participants were 12 mothers who were monitoring their children in a hospital that is a reference for treating cardiopulmonary diseases. Speeches were recorded, transcribed, and organized around the care practices that the mothers performed after the children's heart transplantations, the mothers' main difficulties, their perceptions of their children's quality of life, and the use of educational materials to disseminate post-transplantation care practices. For data analysis, we used the content analysis technique. RESULTS The following were clarified: the schedule of immunosuppressive medication; food, environmental, and bodily and oral hygiene; the use of surgical masks; and keeping the children away from crowds. CONCLUSION The study contributed to the situational diagnosis of the care administered by the mothers of transplanted children.

Improving Transition Outcomes: Henry County Transition Partners: Youth Interview Invitation

Henry County's Transition Partners' youth focus group interview invitation.

Improving Transition Outcomes: Henry County Transition Partners: Teacher Interview Invitation

Henry County's Transition Partners' focus group invitation specifically for teachers.

Reliability of the image evaluation system PGMI

Purpose: Many countries used the PGMI (P=perfect, G=good, M=moderate, I=inadequate) classification system for assessing the quality of mammograms. Limits inherent to the subjectivity of this classification have been shown. Prior to introducing this system in Switzerland, we wanted to better understand the origin of this subjectivity in order to minimize it. Our study aimed at identifying the main determinants of the variability of the PGMI system and which criteria are the most subjected to subjectivity. Methods and Materials: A focus group composed of 2 experienced radiographers and 2 radiologists specified each PGMI criterion. Ten raters (6 radiographers and 4 radiologists) evaluated twice a panel of 40 randomly selected mammograms (20 analogic and 20 digital) according to these specified PGMI criteria. The PGMI classification was assessed and the intra- and inter-rater reliability was tested for each professional group (radiographer vs radiologist), image technology (analogic vs digital) and PGMI criterion. Results: Some 3,200 images were assessed. The intra-rater reliability appears to be weak, particularly in respect to inter-rater variability. Subjectivity appears to be largely independent of the professional group and image technology. Aspects of the PGMI classification criteria most subjected to variability were identified. Conclusion: Post-test discussions enabled to specify more precisely some criteria. This should reduce subjectivity when applying the PGMI classification system. A concomitant, important effort in training radiographers is also necessary.

Campagne cardiovasculaire 2013-2016 du CIPRET Valais : évaluation de la campagne 2013-2014

Le Cipret-Valais, la Société Médicale du Valais (SMV), Pharmavalais et Promotion Santé Valais, ont lancé en 2013 une campagne de sensibilisation sur l'impact du tabac sur les maladies cardiovasculaires (MCV). Cette campagne, qui sera déclinée sur trois ans (2013-2016), informe et sensibilise la population sur les liens existant entre le tabagisme et les MCV. La campagne suit différents axes : sensibiliser les fumeurs de plus de 40 ans aux conséquences du tabagisme sur leur risque de MCV, les encourager à contrôler leur pression artérielle (en pharmacie) et les inciter à prendre les mesures nécessaires à la réduction de leur risque de MCV. Dans une seconde phase, les fumeurs seront guidés dans leur démarche d'arrêt, avec des offres de désaccoutumance. Cette évaluation, qui concerne la première partie de la campagne (novembre 2013 et mars 2014), a pour but d'apporter un complément qualitatif aux données quantitatives récoltées au cours de la campagne (valeurs de tension artérielle (TA)). Des entretiens ont ainsi été menés avec le responsable du Cipret-Valais (A. Dubuis) et le président du Cipret-Valais, également responsable de la SMV pour cette campagne (Dr. D. Evéquoz). Un focus-group avec un échantillon de pharmacien était également prévu. N'ayant pu avoir lieu du fait d'une participation trop faible, il a été remplacé par des entretiens téléphoniques. Pour la partie quantitative de l'évaluation, les données sur les prises de TA en pharmacie ont été fournies par le Cipret-Valais et Pharmavalais, et celles sur la fréquentation du site internet par Cipret-Valais.

CRISIS DE LA SANIDAD: EL BIENESTAR LABORAL DE LOS PROFESIONALES DE LA MEDICINA DESDE LA PSICOLOGÍA SOCIAL DEL TRABAJO.

Los cambios en el mundo del trabajo fruto de mega tendencias globalizadoras y postfordistas, han producido profundos procesos de modernización en la sanidad latinoamericana y española, que han supuesto transformaciones en la organización del trabajo y en el sentido del servicio público. La irrupción del New Management en la sanidad ha conllevado importantes cambios en las condiciones de trabajo. Estas circunstancias sumadas a la relevancia sociopolítica de crisis del Estado de Bienestar y de sus derivadas en América Latina, indujeron al planteamiento de la pregunta principal de esta investigación: ¿Cómo las nuevas condiciones de trabajo impuestas por el new management sanitario influyen en el bienestar laboral de los profesionales de la medicina?. Participaron (voluntariamente) 281 profesionales de la medicina de España (47,7%) y de América Latina (52,3%), empleados en hospitales, a quienes se accedió mediante un muestreo de conveniencia, intencional y estratificado. Para ello, se articuló un diseño mixto que combinó tanto metodología cualitativa (entrevistas en profundidad y focus group – análisis de contenido temático inspirado en grounded theory) como cuantitativa (cuestionarios de lápiz y papel – estadística inferencial. Los resultados pusieron de manifiesto la tendencia general a una valoración moderadamente positiva de las condiciones de trabajo y del bienestar laboral general, contrapesada por sentimientos y percepciones ambivalentes hacia el contexto y la propia experiencia laboral. Destacó una valoración de los aspectos materiales y tecnológicos del entorno de trabajo, así como el clima social en los grupos de trabajo y el apoyo social horizontal de parte de colegas. En la negativa sobresalió un complejo entramado de sobrecarga laboral y de intensificación y aceleración del tiempo de trabajo, crecientes niveles percibidos de estrés laboral y algunos síntomas menores relacionados con la salud física y mental, todo ello asociado al aumento percibido de la presión asistencial y de los nuevos requerimientos técnicos y administrativos de la información que los profesionales deben producir y gestionar.

Understanding informal payments in health care: motivation of health workers in Tanzania

BACKGROUND: There is growing evidence that informal payments for health care are fairly common in many low- and middle-income countries. Informal payments are reported to have a negative consequence on equity and quality of care; it has been suggested, however, that they may contribute to health worker motivation and retention. Given the significance of motivation and retention issues in human resources for health, a better understanding of the relationships between the two phenomena is needed. This study attempts to assess whether and in what ways informal payments occur in Kibaha, Tanzania. Moreover, it aims to assess how informal earnings might help boost health worker motivation and retention. METHODS: Nine focus groups were conducted in three health facilities of different levels in the health system. In total, 64 health workers participated in the focus group discussions (81% female, 19% male) and where possible, focus groups were divided by cadre. All data were processed and analysed by means of the NVivo software package. RESULTS: The use of informal payments in the study area was confirmed by this study. Furthermore, a negative relationship between informal payments and job satisfaction and better motivation is suggested. Participants mentioned that they felt enslaved by patients as a result of being bribed and this resulted in loss of self-esteem. Furthermore, fear of detection was a main demotivating factor. These factors seem to counterbalance the positive effect of financial incentives. Moreover, informal payments were not found to be related to retention of health workers in the public health system. Other factors such as job security seemed to be more relevant for retention. CONCLUSION: This study suggests that the practice of informal payments contributes to the general demotivation of health workers and negatively affects access to health care services and quality of the health system. Policy action is needed that not only provides better financial incentives for individuals but also tackles an environment in which corruption is endemic.

Acceptance of inflammatory bowel disease treatment recommendations based on appropriateness ratings : do practicing gastroenterologists agree with experts?

BACKGROUND: Appropriateness criteria for the treatment of Crohn's disease (CD) and ulcerative colitis (UC) have been developed by experts' panels. Little is known about the acceptance of such recommendations by care providers. The aim was to explore how treatment decisions of practicing gastroenterologists differ from experts using a vignette case study and a focus group. METHODS: Seventeen clinical vignettes were drawn from clinical indications evaluated by the expert panel. A vignette case questionnaire asking for treatment options in 9-10 clinical situations was submitted to 26 practicing gastroenterologists. For each vignette case, practitioners' answers on treatments deemed appropriate were compared to panel decisions. Qualitative analysis was made based on focus group discussion to explore acceptance and divergence reasons. RESULTS: 239 clinical vignettes were completed, 98 for CD and 141 for UC. Divergence between proposed treatments and results from panels was more frequent for CD (34%) than for UC (27%). Among UC clinical vignettes, the main divergences with the panel were linked to 5-ASA failure assessment and to situations where stopping treatment was the main decision. For CD, the care provider propositions diverged with the panel in mild-to-moderate active disease, where practitioners were more prone to an accelerated step up than the panel's recommendations. CONCLUSIONS: In about one third of vignettes cases, IBD treatment propositions made by practicing gastroenterologists diverged as compared to expert recommendations. Practicing gastroenterologists may experience difficulties in applying recommendations in daily practice.

LSTA Five Year Plan Evaluation Report 2008-2012, March 29, 2012

The evaluation’s overarching question was “Did the activities undertaken through the state’s LSTA plan achieve results related to priorities identified in the Act?” The evaluation was conducted and is organized according to the six LSTA priorities. The research design employed two major methodologies: 1. Data sources from Iowa Library Services / State Library of Iowa2 as well as U.S and state sources were indentified for quantitative analysis. These sources, which primarily reflect outputs for various projects, included: Statistics from the Public Library Annual Survey Statistics collected internally by Iowa Library Services such as number of libraries subscribing to sponsored databases, number of database searches, attendance at continuing education events, number of interlibrary loan transactions Evaluation surveys from library training sessions, professional development workshops and other programs supported by LSTA funds Internal databases maintained by Iowa Library Services Impact results from post training evaluations conducted by Iowa Library Services 2010 Iowa census data from the U.S. Census Bureau LSTA State Program Reports for the grant period 2. Following the quantitative analysis, the evaluator gathered qualitative data through interviews with key employees, a telephone focus group with district library consultants and two surveys: LSTA Evaluation Survey (Public Libraries) and LSTA Evaluation Survey (Academic Libraries). Both surveys provided sound samples with 43 representatives of Iowa’s 77 academic libraries and 371 representatives of Iowa’s 544 public libraries participating. Respondents represented libraries of all sizes and geographical areas. Both surveys included multiple choice and rating scale items as well as open-ended questions from which results were coded to identify trends, issues and recommendations.

Mentally Ill Offenders in Community-Based Corrections, Research in Brief, Iowa Department of Corrections, April 2008

A survey of offenders supervised by the eight district departments of correctional services. This report was commissioned by the Iowa Department of Corrections Focus Group on Mental Health in Community-Based Corrections.

Screening for post-traumatic stress disorder (PTSD) in a psychiatric emergency setting

Background and Objectives: (i) to assess the prevalence of PTSD in a psychiatric emergency setting by means of a diagnostic instrument and to compare it with PTSD-prevalence of a clinically evaluated, historical sample; and (ii) to assess psychiatric residents' perception of the systematic use of this diagnostic instrument. Methods: A consecutive sample of patients (N = 403) evaluated for a psychiatric emergency was assessed with the module J (PTSD) of the MINI, the historical sample (N = 350), assessed by chart review, consisted of consecutive patients of the same setting evaluated one year prior to the study period. Residents' perceptions were assessed by means of a focus group. Results: While in only 0.57% of the historical sample (N = 350) a diagnosis of PTSD was recorded, 20.3% (N = 64) of the patients assessed with the diagnostic instrument (N = 316) qualified for a diagnosis of PTSD. Higher prevalence rates were observed in refugees and those without legal residency status (50%); patients from countries with a recent history of war (47.1%); those with four (44.4%) or three psychiatric co-morbidities (35.3%); migrants (29.8%) and patients without professional income (25%). Residents felt that the systematic use of the tool was not adequate in the psychiatric emergency setting for various reasons (e.g.: not suitable for a first or single consultation, negative impact on the clinical evaluation). Conclusions: The study confirms that PTSD is underdiagnosed in the psychiatric emergency setting. To improve the situation, targeted screening or educational and institutional strategies are needed.

Multidisciplinary Safety Team (MDST) Factors of Success, 2014

This project included a literature review and summary that focused on subjects related to team building, team/committee member motivational strategies, and tools for effective and efficient committee meetings. It also completed an online survey of multidisciplinary safety team (MDST) members that focused on methods to increase meeting attendance and the identification of factors that make MDSTs successful. The survey had a response rate of about 15 percent. Finally, three small MDST focus groups were held and the participants discussed information similar to that investigated by the online survey. The results of these three activities were similar and complementary. In general, the outcomes of all three tasks show that a well-designed agenda that has items relevant to the meeting attendees is very important. In addition, the literature, online survey, and focus group results identified other characteristics that define a good team or MDST. Some of these characteristics included effective and consistent leadership, members that are allowed to provide input and have an impact, members that are vested in the activities of the group, and a match between the interests of the members and the focus/mission/purpose of the meetings/group. Meetings that are scheduled well in advance of the meeting date, include time for networking, local safety activity discussions, hands-on activities/tasks, and/or some type of educational or informational presentation or activity also appeared to be the most desirable. Lastly, it was shown that MDSTs can thrive and be successful through various means, but the ability to focus on a specific safety issue when the group is first organized was suggested as a benefit that could be of assistance for long-term sustainability.