Burnout dos enfermeiros nos serviços de saúde em Portugal : um estudo de caso na Saúde 24 Porto

RESUMO - A síndrome de burnout, definida pela exaustão emocional, despersonalização e realização pessoal, designa um estado de fadiga física e emocional crónico dos profissionais, o qual pode comprometer as organizações. Neste estudo descritivo, pretende-se estudar a síndrome de burnout nos enfermeiros dos serviços de saúde, especialmente focado nos serviços de atendimento permanente telefónico, suas características, consequências e estratégias de prevenção. A população alvo serão todos os enfermeiros que trabalham em serviços de atendimento permanente telefónico e a amostra, não probabilística e de conveniência, os enfermeiros que desempenham funções no centro de atendimento da Saúde 24 Porto. Primeiramente aborda-se o conceito de burnout e a sua relação com a prática de Enfermagem, de seguida é realizada uma descrição sobre os centros de atendimento em saúde até à atual situação da Saúde 24. Na amostra em estudo, enfermeiros da Saúde 24 Porto, existe predominância do sexo feminino (66,99%) e a média de idades é de 32 anos (26 anos de idade mínima, 49 de idade máxima e desvio padrão de 4,59). Constatou-se que 94,26% desempenha funções de enfermeiro comunicador e os restantes 5,74% são enfermeiros supervisores, a média de anos de atividade profissional é de 5,67 anos e 36,4% dos enfermeiros desempenha funções na Saúde 24 há mais de 3 anos. Foi aplicado o Inventário de Burnout de Maslach e os resultados indicaram a ausência de síndrome de esgotamento profissional. Existem níveis médios de burnout, sustentados pelos valores obtidos na exaustão emocional no terço inferior (<19,10), e valores no terço inferior, na realização pessoal (<38,00) e nível baixo na despersonalização (<4,90). No que concerne à idade não foram encontradas correlações significativas em nenhuma das dimensões, contudo, no que refere ao tempo de serviço verificou-se que existem correlações significativas e negativas para a exaustão emocional e para a despersonalização ou seja, a tendência atual é a de que os enfermeiros com menos tempo de serviço têm maior tendência para scores mais altos de burnout. Existe uma relação entre as variáveis, grau académico, exaustão e despersonalização, a qual mostrou uma tendência para scores mais altos em relação a enfermeiros licenciados e pós graduados nas dimensões de exaustão e despersonalização contrariamente aos enfermeiros com o grau de mestre ou especialidade. Existe também uma relação entre as variáveis género e despersonalização, sendo o score baixo, aquele que apresenta maior expressão no sexo masculino, mas principalmente no sexo feminino. As mulheres têm scores mais baixos que os homens nesta dimensão, traduzindo-se na percentagem mais elevada obtida (67,1%, contra 53,6%). E em contrapartida nos resultados obtidos para o score alto relativo à despersonalização, os homens apresentam um resultado pior do que as mulheres, sendo 26,1% para os homens e 12,1% para as mulheres. Quando se examinam as funções desempenhadas distribuídas pelas dimensões de burnout, verifica-se a existência de uma relação entre a variável função desempenhada e a realização pessoal. Nos resultados percebeu-se que, quanto mais elevada a função desempenhada (enfermeiro supervisor), mais baixa é a realização pessoal. E esta dimensão tem o score inverso, logo a interpretação deverá ser feita no sentido de que, quanto mais elevada for a função, maior será a realização pessoal. Os resultados obtidos são animadores contudo a vulnerabilidade para este tipo de problema, entre enfermeiros, potencializada pelo tipo de trabalho realizado por estes profissionais de saúde será desejável estar atento e usar estratégias para enfrentar o burnout quando ele surgir. O fenómeno burnout não é apenas como um problema do individuo mas é principalmente um problema da organização.

Using customer lifetime value to improve the prediction of bank deposit subscription in telemarketing campaigns

Customer lifetime value (LTV) enables using client characteristics, such as recency, frequency and monetary (RFM) value, to describe the value of a client through time in terms of profitability. We present the concept of LTV applied to telemarketing for improving the return-on-investment, using a recent (from 2008 to 2013) and real case study of bank campaigns to sell long- term deposits. The goal was to benefit from past contacts history to extract additional knowledge. A total of twelve LTV input variables were tested, un- der a forward selection method and using a realistic rolling windows scheme, highlighting the validity of five new LTV features. The results achieved by our LTV data-driven approach using neural networks allowed an improvement up to 4 pp in the Lift cumulative curve for targeting the deposit subscribers when compared with a baseline model (with no history data). Explanatory knowledge was also extracted from the proposed model, revealing two highly relevant LTV features, the last result of the previous campaign to sell the same product and the frequency of past client successes. The obtained results are particularly valuable for contact center companies, which can improve pre- dictive performance without even having to ask for more information to the companies they serve.

Tasapaino taloudellisessa tulospalkkiojärjestelmässä: Kaksi näkökulmaa – Case Gigantti Oy

Tutkielmassa perehdytään tapaustutkimuksen muodossa Gigantti Oy:n Contact Center -liiketoimintayksikön tulospalkkiojärjestelmään tilikaudella 2014-2015. Palkitseminen on kaksisuuntainen prosessi, jonka takia hyvin toimivan tulospalkkiojärjestelmän tulee olla tasapainossa niin yritysjohdon, kuin henkilöstönkin näkökulmista tarkasteltuna. Laadullinen tutkimus pohjautuu työssä esitettyihin teorioihin, joiden pohjalta yksikössä suoritettiin henkilöstökysely kuvaamaan aihetta kokemuksen näkökulmasta, sekä haastattelu yksikön johtajan kanssa, kuvaten suunnittelun näkökulmaa.

Optimisation des horaires des agents et du routage des appels dans les centres d’appels

Nous étudions la gestion de centres d'appels multi-compétences, ayant plusieurs types d'appels et groupes d'agents. Un centre d'appels est un système de files d'attente très complexe, où il faut généralement utiliser un simulateur pour évaluer ses performances. Tout d'abord, nous développons un simulateur de centres d'appels basé sur la simulation d'une chaîne de Markov en temps continu (CMTC), qui est plus rapide que la simulation conventionnelle par événements discrets. À l'aide d'une méthode d'uniformisation de la CMTC, le simulateur simule la chaîne de Markov en temps discret imbriquée de la CMTC. Nous proposons des stratégies pour utiliser efficacement ce simulateur dans l'optimisation de l'affectation des agents. En particulier, nous étudions l'utilisation des variables aléatoires communes. Deuxièmement, nous optimisons les horaires des agents sur plusieurs périodes en proposant un algorithme basé sur des coupes de sous-gradients et la simulation. Ce problème est généralement trop grand pour être optimisé par la programmation en nombres entiers. Alors, nous relaxons l'intégralité des variables et nous proposons des méthodes pour arrondir les solutions. Nous présentons une recherche locale pour améliorer la solution finale. Ensuite, nous étudions l'optimisation du routage des appels aux agents. Nous proposons une nouvelle politique de routage basé sur des poids, les temps d'attente des appels, et les temps d'inoccupation des agents ou le nombre d'agents libres. Nous développons un algorithme génétique modifié pour optimiser les paramètres de routage. Au lieu d'effectuer des mutations ou des croisements, cet algorithme optimise les paramètres des lois de probabilité qui génèrent la population de solutions. Par la suite, nous développons un algorithme d'affectation des agents basé sur l'agrégation, la théorie des files d'attente et la probabilité de délai. Cet algorithme heuristique est rapide, car il n'emploie pas la simulation. La contrainte sur le niveau de service est convertie en une contrainte sur la probabilité de délai. Par après, nous proposons une variante d'un modèle de CMTC basé sur le temps d'attente du client à la tête de la file. Et finalement, nous présentons une extension d'un algorithme de coupe pour l'optimisation stochastique avec recours de l'affectation des agents dans un centre d'appels multi-compétences.

Estrategias de tercerización en Colombia como centro de operaciones enfocado a los Call Centers en Barranquilla

El sector BPO&O es un sector con alto potencial en Colombia que aún se encuentra Incipiente. Dentro de este sector, los Call Centers juegan un papel importante para su desarrollo y Barranquilla posee grandes cualidades para permitir este crecimiento si se plantean las estrategias adecuadas.

Projeto DMAIC com ferramentas six sigma para redução de custos logísticos de uma multinacional

This work has a focus on project execution DMAIC ( Define Measure Analyze Implement Control) , using the statistical and quality tools to identify , analyze and implement improvements in a given process in order to reduce costs telephony transport of a multinational consumer goods . The multinational consumer goods to be studied has outsourced carriers who perform the distribution of its products , which may lead them straight to their factories or one of its distribution centers to the points of sale ( supermarkets , bakeries , gas stations , convenience cafeterias , among others ) . Whenever there is an unexpected situation or some problem at the time of delivery of the goods to the customer opens an occurrence , ie , the carrier responsible for contacts ( 0800 ) with the contact center company of consumer goods which in turn registers the occurrence, analyzes and sends a response action to the carrier . This work will study the problem with a high number of connections to handle occurrence , through analysis and data collection , identify improvement opportunities, implement them and monitor the results to ensure that the gain and loss reduction are sustainable

Pasos para implementar un servicio a domicilio. Servicio a domicilio para las pequeñas empresas en el sector de comidas rápidas

El servicio a domicilio es una herramienta fundamental en el posicionamiento de las empresas toda vez que este canal permite llegar de una manera diferente a la que normalmente se hace en el punto de compra y como resultado se establecen vínculos diferenciales con el cliente. El servicio a domicilio es un proceso mediante el cual, se acercan los productos o servicios ofrecidos por la empresa hasta el lugar donde se encuentra el cliente, permitiendo que este disfrute de dichos productos sin tener que hacer desplazamientos hasta el punto de compra. Es por esta razón que muchas empresas de comidas rápidas ven en este canal una oportunidad más para incrementar sus ventas, pero a la hora de incorporarlo a su oferta, es necesario tener en cuenta una cantidad de variables que hacen que no sea un proceso sencillo de implementar y se tenga que recurrir a personas expertas en el tema para desarrollarlo o lo implementan de una manera deficiente. Con este trabajo se pretende brindar a aquellas empresas de comidas rápidas que quieran desarrollar este canal de ventas, un manual con el paso a paso de como se debe hacer la implementación de dicho canal, contemplando aquellas variables que permiten prestar un servicio a domicilio de manera exitosa.

How to reduce the causes of call center contact by implementing web self-service at Sonae MC?

This project aims to provide feasible solutions to improve customer´s Help Area at Continente Online. The goal is to increase satisfaction and loyalty by reducing the main causes that lead customers to appeal to Call Center or abandon the website. The pursued solution is the implementation of Web Self-Service and the vision taken is focused not only on providing customers basic help tools but also innovate with international best practices to sustain Sonae MC´s present and future market leader position. Customer´s feedback, costs and impact are taken in consideration to find the best fit for the company.

RESTORATION OF THE ROTATION CENTER IN MINIMALLY-INVASIVE TOTAL HIP REPLACEMENT

Objective: Our aim was to evaluate the challenges in obtaining a successful restoration of the rotation center as well as a good positioning of the acetabular component when using the minimally-invasive posterior approach for uncemented total hip replacement. Methods: In a comparative non-random prospective study, 64 adult patients underwent elective total hip arthroplasty using the minimally-invasive posterior approach performed by one single surgeon, All patients included in this study had a superior and lateral migration of the rotation center of the hip in comparison to the normal contralateral hip. Patients were excluded from the study if they presented the following: diagnosis of femoral neck fracture, displasic hip types 2, 3 and 4 (Crowe`s classification), osteoarthritis of the contralateral hip. Of the 64 patients in the study, 39 had a radiographic pre-op acetabular size planning equal or less than 50 mm and 25 patients had a radiographic pre-op acetabular size planning equal or more than 52 mm. We considered a good result the following goals: acetabular bend between 35 and 50 degrees, acetabular size according to the pre-op estimative with full contact in the three zones of DeLee-Charnley, a lower medial and vertical positioning of the rotation center in comparison with the pre-op values and a final limb discrepancy lower than 10 mm. Results: A better restoration of the rotation center, as well as, excellent acetabular positioning was found in patients with smaller acetabular size (equal or less than 50), p=0, 04. We must draw attention to two risks when using the minimally-invasive posterior approach: a vertical acetabular position and a lateral position of the acetabular component increasing the risk of a poor contact in the zone 1 due to an insufficient reaming of the medial acetabular host bone. Conclusion: We propose standard surgical approaches in patients with larger anatomical measurements (acetabular planning size more than 50).

Do outro lado da linha: impacto dos horários de trabalho de trabalhadores de call center nas necessidades de recuperação – engagement e esforço compensatório

Dissertação apresentada ao Instituto Politécnico do Porto para obtenção do Grau de Mestre em Gestão das Organizações, Ramo Gestão de Empresas Orientada por: Profª Doutora Maria Alexandra Pacheco Ribeiro da Costa Esta dissertação inclui as críticas e sugestões feitas pelo Júri.

An exanthematic disease epidemic associated with coxsackievirus B3 infection in a day care center

An epidemic of exanthematic illness in a day care center is described. Ten children aged 7 to 13 months were affected by the illness. The exanthem was characterized by nonconfluent macular or maculopapular lesions that appeared on the face, body and limbs. Fifty percent of the infected children had fever of up to 39ºC at the beginning of the disease. Coxsackievirus B3 (CB3) was isolated from the stool of one ill child. Paired serum samples were obtained from eight ill children and six of them presented seroconversion to CB3. Antibodies to CB3 were detected at titers higher than 16 in a single serum sample collected from the other two patients. Neutralizing antibodies to CB3 were detected in 71.0% of the contact children.

Frequency and risk factors for toxocariasis in children from a pediatric outpatient center in southeastern Brazil

To estimate the frequency of anti-Toxocara sp. antibodies, and evaluate factors associated with this infection, sera from 242 male and female children, aged from one to fifteen years old, attended at the Hospital of the Federal University of Uberlândia, Minas Gerais State, Brazil, were analyzed by ELISA. Information on the patients was collected and registered using an investigative questionnaire, and details on possible clinical alterations were obtained from the medical charts of 187 patients. Of a total of 242 samples, 21 (8.7%) were positive for anti-Toxocara sp. antibodies. The presence of dogs and cats and the school variable (place of contact), appeared to be significantly associated (p < 0.05) with a positive serology. Respiratory symptoms and eosinophil counts greater than 20% also showed a positive statistical correlation with a positive serology for Toxocara sp.. Factors such as sex and age, and symptoms like headache, stomach ache, convulsive crises and anemia were not associated with toxocariasis.

Peripheral refraction with eye and head rotation with contact lenses

Purpose: To evaluate the impact of eye and head rotation in the measurement of peripheral refraction with an open-field autorefractometer in myopic eyes wearing two different center-distance designs of multifocal contact lenses (MFCLs). Methods: Nineteen right eyes from 19 myopic patients (average central M ± SD = −2.67 ± 1.66 D) aged 20–27 years (mean ± SD = 23.2 ± 3.3 years) were evaluated using a Grand-Seiko autorefractometer. Patients were fitted with one multifocal aspheric center-distance contact lens (Biofinity Multifocal D®) and with one multi-concentric MFCL (Acuvue Oasys for Presbyopia). Axial and peripheral refraction were evaluated by eye rotation and by head rotation under naked eye condition and with each MFCL fitted randomly and in independent sessions. Results: For the naked eye, refractive pattern (M, J0 and J45) across the central 60◦ of the horizontal visual field values did not show significant changes measured by rotating the eye or rotating the head (p > 0.05). Similar results were obtained wearing the Biofinity D, for both testing methods, no obtaining significant differences to M, J0 and J45 values (p > 0.05). For Acuvue Oasys for presbyopia, also no differences were found when comparing measurements obtained by eye and head rotation (p > 0.05). Multivariate analysis did not showed a significant interaction between testing method and lens type neither with measuring locations (MANOVA, p > 0.05). There were significant differences in M and J0 values between naked eyes and each MFCL. Conclusion: Measurements of peripheral refraction by rotating the eye or rotating the head in myopic patients wearing dominant design or multi-concentric multifocal silicone hydrogel contact lens are comparable.