Questionário de satisfação do utente e do profissional : impacto num laboratório de análises clínicas

RESUMO: Temos assistido a uma evolução impressionante nos laboratórios de análises clínicas, os quais precisam de prestar um serviço de excelência a custos cada vez mais competitivos. Nos laboratórios os sistemas de gestão da qualidade têm uma importância significativa nesta evolução, fundamentalmente pela procura da melhoria continua, que ocorre não só ao nível de processos e técnicas, mas também na qualificação dos diferentes intervenientes. Um dos problemas fundamentais da gestão e um laboratório é a eliminação de desperdícios e erros criando benefícios, conceito base na filosofia LeanThinking isto é “pensamento magro”, pelo que é essencial conseguir monitorizar funções críticas sistematicamente. Esta monitorização, num laboratório cada vez mais focalizado no utente, pode ser efetuada através de sistemas e tecnologias de informação, sendo possível contabilizar número de utentes, horas de maior afluência, tempo médio de permanência na sala de espera, tempo médio para entrega de análises, resultados entregues fora da data prevista, entre outros dados de apoio à decisão. Devem igualmente ser analisadas as reclamações, bem como a satisfação dos utentes quer através do feedback que é transmitido aos funcionários, quer através de questionários de satisfação. Usou-se principalmente dois modelos: um proposto pelo Índice Europeu de Satisfação do Consumidor (ECSI) e o outro de Estrutura Comum de Avaliação (CAF). Introduziram-se igualmente dois questionários: um apresentado em formato digital num posto de colheitas, através de um quiosque eletrónico, e um outro na página da internet do laboratório, ambos como alternativa ao questionário em papel já existente, tendo-se analisado os dados, e retirado as devidas conclusões. Propôs-se e desenvolveu-se um questionário para colaboradores cuja intenção foi a de fornecer dados úteis de apoio à decisão, face à importância dos funcionários na interação com os clientes e na garantia da qualidade ao longo de todo o processo. Avaliaram-se globalmente os resultados sem que tenha sido possível apresentá-los por política interna da empresa, bem como se comentou de forma empírica alguns benefícios deste questionário. Os principais objetivos deste trabalho foram, implementar questionários de satisfação eletrónicos e analisar os resultados obtidos, comparando-os com o estudo ECSI, de forma a acentuar a importância da análise em simultâneo de dois fatores: a motivação profissional e a satisfação do cliente, com o intuito de melhorar os sistemas de apoio à decisão. ------------------------ ABSTRACT: We have witnessed an impressive development in clinical analysis laboratories, which have to provide excellent service at increasingly competitive costs, quality management systems have a significant importance in this evolution, mainly by demanding continuous improvement, which does not occur only in terms of processes and techniques, but also in the qualification of the various stakeholders. One key problem of managing a laboratory is the elimination of waste and errors, creating benefits, concept based on Lean Thinking philosophy, therefore it is essential be able to monitor critical tasks systematically. This monitoring, in an increasingly focused on the user laboratory can be accomplished through information systems and technologies, through which it is possible to account the number of clients, peak times, average length of waiting room stay, average time for delivery analysis, delivered results out of the expected date, among other data that contribute to support decisions, however it is also decisive to analyzed complaint sand satisfaction of users through employees feedback but mainly through satisfaction questionnaires that provides accurate results. We use mainly two models one proposed by the European Index of Consumer Satisfaction (ECSI), directed to the client, and the Common Assessment Framework (CAF), used both in the client as the employees surveys. Introduced two questionnaires in a digital format, one in the central laboratory collect center, through an electronic kiosk and another on the laboratory web page, both as an alternative to survey paper currently used, we analyzed the results, and withdrew the conclusions. It was proposed and developed a questionnaire for employees whose intention would be to provide useful data to decision support, given the importance of employees in customer interaction and quality assurance throughout the whole clinical process, it was evaluated in a general way because it was not possible to show the results, however commented an empirical way some benefits of this questionnaire. The main goals of this study were to implement electronic questionnaires and analyze the results, comparing them with the ECSI, in order to emphasize the importance of analyzing simultaneously professional motivation with customer satisfaction, in order to improve decision support systems.

Cumprimento de ordens, obediência hierárquica e disciplina militar versus perpetração (in)voluntária de crimes

Following orders, hierarchical obedience and military discipline are essential values for the survival of the armed forces. Without them, it is not possible to conceive the armed forces as an essential pillar of a democratic state of law and a guarantor of national independence. As issuing orders as well as receiving and following them are inextricably linked to military discipline, and as such injunctions entail the workings of a particular obedience regime within the specific kind of organized power framework which is the Armed Forces, only by analysing the importance of such orders within this microcosm – with its strict hierarchical structure – will it be possible to understand which criminal judicial qualification to ascribe to the individual at the rear by reference to the role of the front line individual (i.e. the one who issues an order vs the one who executes it). That is, of course, when we are faced with the practice of unlawful acts, keeping in mind the organizational framework and its influence over the will of the executor. One thing we take as read, if the orders can be described as unlawful, the boundary line of the duty of obedience, which cannot be overstepped, both because of a legal as well as a constitutional imperative, will have been crossed. And the military have sworn an oath of obedience to the fundamental law. The topic of hierarchical obedience cannot be separated from the analysis of current legislation which pertains to the topic within military institutions. With that in mind, it appeared relevant to address the major norms which regulate the matter within the Portuguese military legal system, and, whenever necessary and required by the reality under analysis, to relate that to civilian law or legal doctrine.

Psychological intervention in Portuguese college students: effects of two career self-management seminars

This article describes the evaluation of a psychological intervention—the Career Self-Management Seminar, Version A, for undergraduate students, and Version B for postgraduate students—developed to support Portuguese college students in career exploration, goal setting, design and implementation of action plans, and decision-making. A total of 120 participants from CSMS-A (experimental group, n = 58; control group, n = 62) and 98 from CSMS-B (experimental group, n = 62; control group, n = 36) were assessed by the Career Exploration Survey according to a pretest and posttest plan. Results demonstrate a significant increase in most of the cognitive, behavioral, and affective career exploration dimensions among the CSMS-A and CSMS-B experimental groups.

PKO: alternative method for isolating mycobacteria from sputum

We elaborated an alternative culture method, which we denominated PKO (initials in tribute of respect to Petroff, Kudoh and Ogawa), for isolating Mycobacterium tuberculosis from sputum for diagnosis of pulmonary tuberculosis (TB), and to compare its performance with the Swab and Petroff methods. For the technique validation, sputum samples from patients suspected of pulmonary TB cases were examined by acid-fast microscopy (direct and concentrated smear), PKO, Swab and Petroff methods. We found that Petroff and PKO methods have parity in the effectiveness of M. tuberculosis isolation. However, by the PKO method, 65% of isolated strains were detected in a period of £15 days, while by the Petroff method the best detection was in an interval of 16-29 days (71%). In positive smear samples, the average time of PKO isolation is only superior to the one related for Bactec 460TB. In conclusion, the exclusion of the neutralization stage of pH in the PKO reduces the manipulation of the samples, diminishes the execution time of the culture according to the Petroff method and facilitates the qualification of professionals involved in the laboratorial diagnosis of Tuberculosis.

Da carreira às trajetórias de inserção profissional: o caso dos licenciados em educação de infância e em ensino básico (1.º ciclo), pela Universidade do Minho, entre 2001 e 2010

Tese de doutoramento em Estudos da Criança (área de especialização em Formação de Professores).

Para uma pedagogia das literacias: das conceções e práticas docentes aos conceitos e competências discentes. Um estudo da aula de língua portuguesa no 2º ciclo do ensino básico

Tese de Doutoramento em Ciências da Educação (Especialidade em Literacias e Ensino do Português)

Desenvolvendo a qualidade em parcerias: a voz de um grupo de educadoras

Tese de Doutoramento em Estudos da Criança (Especialidade de Metodologia e Supervisão em Educação de Infância)

On trust, knowledge, sharing and innovation

Organisations continuously innovate, create, and are competitive if they improve their performance through continuous intellectual capital development, a key resource for value creation and organisational performance driver. Apart from sustaining competitive advantage, intellectual capital is increasingly important due to its ability to increase shareholder value, especially in public organisations. Employee learning, talent development, and knowledge creation allow the organisation to generate innovative ideas due to the quickness of knowledge obsolescence. The organisation's dynamic capabilities create and re-ignite organisational competencies for business sustainability being co-ordinated by well-structured organisational strategic routines ensuring continuous value creation streams into the business. This chapter focuses on the relationship between notions of knowledge sharing and trust in organisations. Lack of trust can impact negatively organisational knowledge sharing, dependent on trust, openness, and communication. The research sample included graduates and postgraduate students from two universities in Portugal. The findings revealed different perceptions according to the age group.

O direito de livre revogação nos contratos celebrados à distância e fora do estabelecimento comercial

Dissertação de mestrado em Direito dos Contratos e da Empresa

Caracterização dos pais das crianças com NEE e análise do sistema de apoio: um estudo exploratório na cidade de Manaus

Dissertação de mestrado em Educação Especial (área de especialização em Dificuldades de Aprendizagem Específicas)

Metodologias para a qualificação de águas minerais naturais e águas de nascente

Dissertação de mestrado em Ordenamento e Valorização de Recursos Geológicos

Dislexia: conhecimentos de educadores e professores do 1º ciclo do ensino básico na Zona Norte de Portugal

Dissertação de mestrado em Educação Especial (área de especialização em Dificuldades de Aprendizagem Específicas)

Mejoramiento del comportamiento térmico de sistemas de calentamiento de agua solares termosifónicos hechos con materiales no convencionales y con tanques de almacenamiento verticales y horizontales Performance improvement of solar thermosyphonic systems for water heating made of non conventional materials and using horizontal and vertical storage tanks

El objeto de estudio de este proyecto son los sistemas de calentamiento de agua mediante energía solar que funcionan termosifónicamente. En particular se tratará con dos diseños particulares generados por fabricantes de la Provincia de Córdoba y que han solicitado el asesoramiento del Grupo de Energía Solar (GES) para el mejoramiento de la performance térmica de dichos equipos. Se trata de dos sistemas que tienen materiales no tradicionales y se diferencian además por tener una distinta disposición del tanque de almacenamiento: uno es en forma vertical y el otro en forma horizontal. Basados en los resultados de un ensayo bajo norma internacional, donde se detectaron algunas puntos factibles de mejora, se propone en este proyecto el análisis en detalle de los equipos, para lo cual se les debe desarmar completos, para realizar un estudio analítico y experimental de los mismos con el objeto de hacer un planteo teórico-analítico del comportamiento de los mismos, con la implementación de propuestas de mejora y chequeo de los resultados. Se propone entonces como objetivo lograr un mejoramiento de la performance térmica de los citados equipos a partir de un estudio experimental y analítico. Asumiendo esta posibilidad de mejora, se plantea la hipótesis de que es posible representar el funcionamiento de estos equipos mediante modelos físico-matemáticos desarrollados a partir de ecuaciones y correlaciones conocidas y procesos a interpretar mediante resoluciones numéricas y softwares específicos de simulación. De esta manera, se plantea el despieze completo de los equipos para estudiar en detalle su estructura y conexiones internas y a partir de la geometría, dimensiones y propiedades termofísicas de materiales constructivos y fluidos de trabajo, realizar modelos físico-matemáticos que permitan realizar variaciones de propiedades y geometría y así buscar las mejores combinaciones que produzcan equipos más eficientes térmicamente. Los modelos físico-matemáticos serán codificados en lenguajes de alto nivel para poder luego de una validación de los modelos, correr simulaciones en un software de reconocimiento internacional que permite sumar dichos modelos mediante un protocolo de comunicación, haciendo que las poderosas prestaciones del software se puedan aplicar a nuestros modelos. Se complementará el estudio con un análisis exergético para identificar los puntos críticos en que se producen las pérdidas de oportunidad de aprovechar la energía disponible, para así analizar cómo solucionar los problemas en dichos puntos. Los materiales a utilizar serán los propios equipos provistos por los fabricantes, que serán modificados convenientemente para operarlos como prototipos Se espera obtener un conocimiento acabado de los procesos y principios de funcionamiento de los equipos, que permita plantear las mejoras, las cuales se implementarán en los prototipos, realizándose una medición mediante norma igual a la inicial para ver en que magnitud se logran las mejoras esperadas. Se pretende además que las mejoras a implementar, en la etapa de transferencia a las empresas involucradas, redunden no sólo en un beneficio técnico, sino que también los sea desde el punto de vista económico. Para ello se trabajará también sobre los procesos y métodos de fabricación para que los equipos mejorados no sean mas caros que los originales y de ser posible sean aún más económicos, todo esto apuntando a la difusión de la energía solar térmica y poner al alcance de todos estos equipos tan convenientes para la propagación de las energías limpias. El proyecto redundará también en un importante beneficio para el conocimiento de la comunidad científica en general, con el aporte de nuevos resultados en diseños novedosos y con nuevos materiales. Además, la institución se beneficiará con la formación que obtendrán los integrantes del proyecto, muchos de ellos en etapa de realización de sus estudios de posgrado y en una etapa importante de su vida como investigadores. The main goal of this project is the improvement of two thermosyphonic solar water heating systems, made of non conventional materials and with different arrangement of their storage tanks: one is vertical and the other one horizontal. The thermosyphonic systems are provided by manufacturers of the Córdoba Province, who came to the Solar Energy Group (GES) of the National University of Río Cuarto looking for help for the design of their products. In an agreement with these manufacturers, it was proposed this project in order to work analytically and experimentally in order to obtain physical-mathematical models of these two systems, which allow for changes to look by means of simulations the best changes to implement on the equipments for the improvement of their thermal performance. Then, the materials to be used are the proper systems provided by the manufacturers, which will be disarmed to be studied in detail. After the analytical study the proposals of improvement will be implemented in a high level language of programming to perform simulations in the environment of a well-known software for energy simulations (TRNSYS). After the simulations, the best modifications will be physically implemented in the prototypes to perform finally the same normalized test of the beginning and check the magnitude of the implemented improvements. The importance of this project is based on the offer of better systems the companies would make, which would benefit the deployment of the thermal solar energy. Another relevant point is to make the new equipments at the same cost of the previous ones or cheaper, in order to achieve a good deployment of the solar water heating systems; then, the manufacture processes and methods must be studied to obtain not only good technical solutions, but also economical equipments. In addition, this project will contribute to the increasing of the knowledge in the area of thermosyphonic solar systems and the training of postgraduate students.

Teaching clinical anatomy of the female pelvic floor to undergraduate students: A critical review of nevralgic points

Pelvic floor anatomy is complex and its three-dimensional organization is often difficult to understand for both undergrad- uate and postgraduate students. Here, we focused on several critical points that need to be considered when teaching the perineum. We have to deal with a mixed population of students and with a variety of interest. Yet, a perfect knowledge of the pelvic floor is the basis for any gynecologist and for any surgical intervention. Our objectives are several-fold; i) to estab- lish the objectives and the best way of teaching, ii) to identify and localize areas in the female pelvic floor that are suscepti- ble to generate problems in understanding the three-dimensional organization, iii) to create novel approaches by respecting the anatomical surroundings, and iv) prospectively, to identify elements that may create problems during surgery i.e. to have a closer look at nerve trajectories and on compression sites that may cause neuralgia or postoperative pain. A feedback from students concludes that they have difficulties to assimilate this much information, especially the different imaging tech- niques. Eventually, this will lead to a severe selection of what has to be taught and included in lectures or practicals. Another consequence is that more time to study prosected pelves needs to be given.

Olympic education experiences: the sponsorship in the promotion of Olympic values

This text was presented at the 16th International Seminar on Olympic Studies for Postgraduate Students that was organised by the International Olympic Academy in Ancient Olympia, from 1st to 30th July 2008. First here are reported, fundamental concepts on Olympics such as the Olympic values and the educational mandate of Pierre de Coubertin, the Olympic brand and symbols, the sponsorship and the Olympic partner programme. Then there is a chapter regarding the Top sponsors educational initiatives on Olympic values, and specially, describing the Olympic sponsors involvement in education and Top sponsors educational activities. And finally, the author analyses the sponsorship role in the promotion of Olympic Values Education, providing conclusions, comments on future and perspectives and some recommendations.