Diagnóstico do usuário no aprimoramento dos serviços de tecnologia da informação: um projeto de intervenção para o Ministério Público do Estado do Rio Grande do Norte

The information tecnology (IT) has, over the years, gaining prominence as a strategic element and competitive edge in organizations, public or private. In the judiciary, with the implementation of actions related to Judiciário Eletrônico, information technology (IT), definitely earns its status as a strategic element and significantly raises the level of dependence of the organs of their services and products. Increasingly, the quality of services provided by IT has direct impact on the quality of services provided by the agency as a whole. The Ministério Público do Estado do Rio Grande do Norte (MPRN) deployments shares of Electronic Government, along with an administrative reform, beyond these issues raised, caused a large increase in institutional demand for products and services provided by the Diretoria de Tecnologia da Informação (DTI), a sector responsible for the provision of IT services. Taking as starting point strategic goal set by MPRN to reach a 85% level of user satisfaction in four years, we seek to propose a method that assists in meeting the goal, respecting the capacity constraints of the IT sector. To achieve the proposed objective, we conducted a work in two distinct and complementary stages. In the first step we conducted a case study in MPRN, in which, through an internal and external diagnosis of DTI, accomplished by an action of internal consulting and one research of the user satisfaction, we seek to identify opportunities of change seeking to raise the quality perceived of the services provided by the DTI , from the viewpoint of their customers. The situational report, drawn from the data collected, fostered changes in DTI, which were then evaluated with the managers. In the second stage, with the results obtained in the initial process, empirical observation, evaluation of side projects of quality improvement in the sector, and validation with the managers, of the initial model, we developed an improved process, gazing beyond the identification of gaps in service a strategy for the selection of best management practices and deployment of these, in a incremental and adaptive way, allowing the application of the process in organs with little staff allocated to the provision of information technology services

Avaliacão da satisfação do usuário e da qualidade dos tratamentos endodônticos em Centros de Especialidades Odontológicas da Grande Natal-RN

Objective: To evaluate the degree of users satisfaction and technical quality of endodontic treatment in specialized dental clinics (CEO) of Grande Natal / RN between 2006 and 2008. Methodology: evaluated 282 endodontically treated teeth in CEOs through clinical and radiographic examinations. A questionnaire about the clinical condition of the tooth, evaluation of care and satisfaction with treatment was applied. Data on pre-and trans-operative were noted by the patient's clinical record. Endodontically treated teeth were examined by a specialist in endodontics, which compared with previous radiographs and current ones. The collected datas were presented descriptively by absolute numbers, percentages, averages. To determine the association between the independent and dependent variables was carried out through the bivariate association test Chi-square and Fisher exact test. Results: 79.8% presented with radiographic normal and 84.4% without pain symptoms. 8.2% of the teeth were fractured and 3.2% extracted. The persistence of the periapical lesion was associated with initial periapical status (p <0.05). 91.5% of patients are satisfied with the outcome of treatment. Such satisfaction is associated with absence of pain and an adequate esthetic tooth position (p <0.05). Conclusion: endodontic treatment in specialized dental clinics have an adequate technical quality, resulting in the success of endodontic therapy performed in these centers and that users are satisfied with the treatment

Avaliação em saúde bucal na perspectiva do usuário: enfoque ao estudo da acessibilidade organizacional

Due to the fact of oral health sector reestructuration within Brazilian public health politics, this work had the object of evaluating, under users point of view, the accessibility to oral health services in Santa Cruz (RN), focusing on the organizational aspect. To achieve this, questionnaires were given to users in their homes, considering the censitary sector. Nine sectors of the urban zone were evaluated, selected by chance, and one from the rural zone, selected by convenience. The sample was composed by 194 users, calculated considering the estimated prevalence of event represented by the indicator I ve never been to the dentist + I ve been to the dentist more than three years ago from the Projeto SB Brasil Report . To complement the results, interviews were made with others actors involved in the process of oral health care: professionals (dentists) and manager (Health Municipal Secretary). From the data obtained it was possible to identify that 12,9% of the population had never visited the dentist, and that the search for the service was not influenced by the users individual and socioeconomics characteristics, excepting the gender. It was verified that 36,1% of the users went to the dentist in less than one year, with the youngests (p<0,05) being among those who went to the dentist more frequently. 63,3% of the interviewed related that they found some kind of difficulty when they search for dentistry services, with the difficulties for schedule, the queues and the long wait among the most cited. It was identified that 43,2% of the users wait three weeks or more for the appointment. It is still pointed out that 71,4% of the interviewed find difficulties to get urgency appointment, the long wait to be attended by the dentist was the most found. 92,9% and 94,1% of the interviewed had never been headed to especialized appointments and complementary exams, respectively. Due to the data founded, it was possible to verify that the accessibility to oral health services in Santa Cruz (RN) is damaged by factors related to the organization of public polices developed, mainly in relation to the working process

Avaliação da saúde bucal na atenção básica: a perspectiva do usuário

Nowadays, the basic attention in health works according to the Health Family Program (HFP), which is responsible for the organization of the health services with view to provide an appropriate attendance to the needs of the population. Its expansion is expressive in whole country and, the oral health, included in this process, has been seen as a possibility of change the health practices centered in the disease. In face of this perspective, the proposal of study is to discover possible changes in the health care model of oral health in a district, made possible through the perception, evaluation and degree of satisfaction of the user s health service. To reach such objectives, the district of Macaíba in the State of Rio Grande do Norte, was chosen for operational subjects, such as time of implantation of HFP and great covering of this program. The current research used interviews structured with objectives and subjectives questions and questionnaires of socioeconomic characterization addressed to two hundred and seventy (270) individuals (ninety users of an Urban PSF, ninety of a Rural PSF and ninety of an unit non PSF). The analysis of the data was accomplished through the software SPSS/99, that made possible a statistical and analytic appreciation. The HFP units and non HFP units has shown to sort the common odontology problems of the community, and this didn't establish a direct relationship with the general satisfaction. On the other hands, the programmed consultation is related with lager satisfaction of the users. The access form to the odontology treatment of the Units, the satisfaction with the attendance rendered by the dentist and the equip, enough dentists for the community and the social class of the user were decisive for the general satisfaction with the service of oral health. On the other hand, variables as age and education, resolution of the problem and physical conditions of the unit didn't influence the general satisfaction. In spite of the progresses in the implantation of the oral health in ESF, preventive activities, visits at home, access and social participation still reproduce the traditional model of attendance, showing a primary change process

Uma linguagem de modelagem da interação para auxiliar a comunicação designer-usuário

The development of interactive systems involves several professionals and the integration between them normally uses common artifacts, such as models, that drive the development process. In the model-driven development approach, the interaction model is an artifact that includes the most of the aspects related to what and how the user can do while he/she interacting with the system. Furthermore, the interactive model may be used to identify usability problems at design time. Therefore, the central problematic addressed by this thesis is twofold. In the first place, the interaction modeling, in a perspective that helps the designer to explicit to developer, who will implement the interface, the aspcts related to the interaction process. In the second place, the anticipated identification of usability problems, that aims to reduce the application final costs. To achieve these goals, this work presents (i) the ALaDIM language, that aims to help the designer on the conception, representation and validation of his interactive message models; (ii) the ALaDIM editor, which was built using the EMF (Eclipse Modeling Framework) and its standardized technologies by OMG (Object Management Group); and (iii) the ALaDIM inspection method, which allows the anticipated identification of usability problems using ALaDIM models. ALaDIM language and editor were respectively specified and implemented using the OMG standards and they can be used in MDA (Model Driven Architecture) activities. Beyond that, we evaluated both ALaDIM language and editor using a CDN (Cognitive Dimensions of Notations) analysis. Finally, this work reports an experiment that validated the ALaDIM inspection method

BRIDGE: uma ferramenta para o Design de Interfaces de Usuário baseada em especificações IMML

With hardware and software technologies advance, it s also happenning modifications in the development models of computational systems. New methodologies for user interface specification are being created with user interface description languages (UIDL). The UIDLs are a way to have a precise description in a language with more abstraction and independent of how will be implemented. A great problem is that even using these nowadays methodologies, we still have a big distance between the UIDLs and its design, what means, the distance between abstract and concrete. The tool BRIDGE (Interface Design Generator Environment) was created with the intention of being a linking bridge between a specification language (the Interactive Message Modeling Language IMML) and its implementation in Java, linking the abstract (specification) to the concrete (implementation). IMML is a language based on models, that allows the designer works in distinct abstraction levels, being each model a distinct abstraction level. IMML is a XML language, that uses the Semiotic Engineering concepts, that deals the computational system, with the user interface and its elements like a metacommunicative artifact, where these elements must to transmit a message to the user about what task must to be realized and the way to reach this goal. With BRIDGE, we intend to supply a lot of support to the design task, being the user interface prototipation the greater of them. BRIDGE allows the design becomes easier and more intuitive coming from an interface specification language

Caracterização dos enunciados de um aluno não-falante usuário de recurso suplementar de comunicação durante a construção de histórias

A narrativa pode conectar elementos diversos e, assim, promover a construção de sentenças verticais e horizontais, frente à mediação de interlocutor. Esta pesquisa visou analisar a extensão e a organização sintática dos enunciados de narrativas construídas por um aluno não-falante usuário de recurso suplementar de comunicação. Previamente à construção das narrativas, selecionadas de acordo com os centros de interesse, idade, grau de escolaridade e temáticas trabalhadas na escola do aluno, símbolos gráficos do Picture Communication Symbols eram confeccionados e adaptados para que, por meio destes e dos recursos verbais e não-verbais inerentes à atividade discursiva, a história pudesse ser contada, por acesso visual e auditivo, pelo interlocutor e recontada pelo aluno, após a estruturação e organização dos múltiplos signos em sentenças. Todas as interações foram filmadas e complementadas com anotações de um diário de registro contínuo. Após a análise das transcrições das fitas e das anotações do diário, foi possível determinar três estágios de unidades significativas: 1) Caracterização ou natureza dos elementos constituintes dos enunciados das narrativas em: a) objeto; b) símbolo gráfico; c) escrita; d) vocalização; e) gesto representativo; 2) Extensão dos enunciados das narrativas de 1 a 6 elementos, linearmente, e 7 ou mais elementos; 3) Organização sintática dos elementos constituintes das narrativas em sujeito, verbo e objeto isolados, em sentenças verticais, e associados, em sentenças horizontais. Ressaltou-se, assim, a ampliação e aprimoramento da organização e da estrutura sintática dos enunciados das narrativas construídas pelo aluno mediado pelo interlocutor.

Visual IMML: um perfil UML para a modelagem de interfaces de usuário

The software development processes proposed by the most recent approaches in Software Engineering make use old models. UML was proposed as the standard language for modeling. The user interface is an important part of the software and has a fundamental importance to improve its usability. Unfortunately the standard UML does not offer appropriate resources to model user interfaces. Some proposals have already been proposed to solve this problem: some authors have been using models in the development of interfaces (Model Based Development) and some proposals to extend UML have been elaborated. But none of them considers the theoretical perspective presented by the semiotic engineering, that considers that, through the system, the designer should be able to communicate to the user what he can do, and how to use the system itself. This work presents Visual IMML, an UML Profile that emphasizes the aspects of the semiotic engineering. This Profile is based on IMML, that is a declarative textual language. The Visual IMML is a proposal that aims to improve the specification process by using a visual modeling (using diagrams) language. It proposes a new set of modeling elements (stereotypes) specifically designed to the specification and documentation of user interfaces, considering the aspects of communication, interaction and functionality in an integrated manner

EUPAT for WoW: Uma ferramenta de assistência à programação por usuário final

Neste trabalho, apresentamos uma ferramenta cujo intuito é auxiliar não-programadores, jogadores de videogame, na criação de extensões na forma de Add-ons para World of Warcraft, o jogo online. Nele, o usuário pode criar extensões customizando completamente sua interface, de forma a reinventar a sua experiência de jogo e melhorar sua jogabilidade. A criação de extensões para aplicativos e jogos surgiu da crescente necessidade de fornecer aos usuários mecanismos eficientes de Programação por Usuário Final, permitindo que os mesmos preenchessem suas necessidades singulares através da criação, customização e especificação de extensões em software. Em World of Warcraft mais especificamente, os Add-ons exploram um tipo de extensão na qual os jogadores passam a programar sua própria interface de usuário ou a fazer uso de interfaces criadas por outros usuários. No entanto, realizar a programação dessas extensões - os Add-ons - não é uma tarefa fácil. Dentro deste contexto, desenvolvemos a ferramenta EUPAT for WoW (do inglês, End-User Programming Assistance Tool for World of Warcraft) que oferece assistência à criação de Add-ons. Além disso, investigamos como usuários jogadores com e sem conhecimento de programação são beneficiados. Os resultados desta pesquisa permitiram refletir sobre as estratégias de assistência de programação por usuário final no contexto de jogos

Geração de interfaces de usuário de sistemas Web para múltiplos dispositivos com o uso de componentes de IU

This work presents an User Interface (UI) prototypes generation process to the softwares that has a Web browser as a plataform. This process uses UI components more complex than HTML elements. To described this components more complex this work suggest to use the XICL (eXtensinble User Interface Components Language). XICL is a language, based on XML syntax, to describe UI Components and IUs. XICL promotes extensibility and reusability in the User Interface development process. We have developed two compiler. The first one compiles IMML (Interactive Message Modeling Language) code and generates XICL code. The second one compiles XICL code and generates DHTML code

Confirmação de presença de usuário à cirurgia eletiva por telefone como estratégia para reduzir absenteísmo

O presente trabalho trata-se de pesquisa quase experimental para avaliar o impacto na redução do absenteísmo de usuários agendados para cirurgia eletiva, quando submetidos à confirmação de presença por telefone. O estudo foi conduzido no Centro Cirúrgico do Hospital das Clínicas da Faculdade de Medicina de Botucatu, durante trinta dias, perfazendo 89 usuários. Os resultados indicaram a efetividade da intervenção, que reduziu o absenteísmo em 30%. Recomenda-se sua implementação na antevéspera da cirurgia, possibilitando novas tentativas para encontrar o usuário no domicílio e convocação de outro. A criação de um núcleo de atendimento poderia constituir um canal de comunicação entre instituição e usuário, permitindo a confirmação da presença da pessoa e a oportunidade de sanar dúvidas sobre o tratamento e comunicar eventuais impedimentos à cirurgia. O núcleo demandaria um profissional com habilidade e conhecimento do serviço, uma vez que os usuários requerem orientações sobre o tratamento durante o contato telefônico.

Satisfação e percepção do usuário do SUS sobre o serviço público de saúde

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

Anestesia e o usuário de Ecstasy

JUSTIFICATIVA E OBJETIVOS: Nos últimos anos o número de novos usuários de agentes ilícitos tem aumentado de forma significativa em todo o mundo. A maconha e a cocaína, além do álcool e do tabaco, têm sido os agentes citados com freqüência, porém houve um aumento significativo de usuários de outros agentes psicoestimulantes ou alucinógenos, como o Ecstasy, o GHB, o LSD e a metanfetamina, empregados com o objetivo de intensificar as experiências sociais. O objetivo do presente artigo foi discutir a apresentação clínica, os efeitos deletérios e as potenciais interações com o ato anestésico no paciente cirúrgico usuário desses agentes ilícitos. CONTEÚDO: O artigo discute os mecanismos de ação, a apresentação clínica, os efeitos deletérios e as possíveis repercussões observadas durante a anestesia no usuário de MDMA (3,4-metilenodioximetanfetamina), também conhecido como Ecstasy. CONCLUSÕES: A apresentação clínica e os efeitos deletérios provocados pelo 3,4-metilenodioximetanfetamina (Ecstasy), assim como potenciais interações com o ato anestésico devem ser do conhecimento do anestesiologista, pois em muitas situações esses usuários serão submetidos a intervenções cirúrgicas de emergência, ou mesmo eletivas.

A ótica do usuário na avaliação da qualidade do programa de atenção odontológica à gestante

Objective: To evaluate the pregnant women's perception of the FOA-UNESP's Pregnant Women Dental Care Program (Araraquara, SP, Brazil). Method: The sample included 75 pregnant women and used a questionnaire with 16 closed questions, containing variables grouped in the following categories: the didactic-psychological meetings, clinical treatment, professional's profile, clinical facility, fear/confidence in the treatment, and learning. Except for the variables fear/confidence in the treatment and learning, to which 'yes' or 'no' answers were attributed, the remaining variables were attributed answers varying from weak to excellent. The questionnaire pretested in a pilot-study and applied after informed consent was obtained from all pregnant women treated between 2005 and 2006. Results: Most women rated as excellent the information addressed during the didactic-psychological meetings (81.1%), the clinical treatment (90.6%), the professional as to personal appearance, kindness and attention (88.7%, 96.2% and 90.6%, respectively), and the clinical facility as to cleanness, ventilation and comfort (92.5%, 86.8% and 90.6%, respectively). Most of them stated to feel confident (96.2%) and have no fear (86.8%) during the treatment and also affirmed having learned new information in the didactic-psychological meetings of the program (92.5%). Conclusion: The services and actions developed in the program have reached successful outcomes, providing health to the pregnant women and their forthcoming babies.

A saúde e seu direito no olhar do usuário sob a luz da constituição de 1988

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)