Fatores que afetam a satisfação de pacientes em serviços de saúde :um estudo em setor ambulatorial de hospital

This thesis shows concepts and models related to customer satisfaction measurement, focusing in detail on patients satisfaction evaluations in a policlinic sector of a hospital located in Natal RN. To reach this aim, two hundred and fifty one patients of this hospital were interviewed. The methodology approach includes a theoretical basis through a review and study of previous research on the topic, governmental initiatives and management systems which deal with excellence and need more reports concerning customers perceptions about satisfaction. Furthermore, it was included some models of nationals index about customer satisfaction. The Norwegian model was used in this thesis. The use of this approache, together with a multiple regression analysis, led to results that shows the factors which affect patients satisfaction in a policlinic sector. They are four as following: The evaluation of physician attendance; its results; simplicity of accessibility when health services are needed; and both support and tranquility given by the hospital. The study results can support researches of a conceptual model to determinate the aspects which affect the patient s satisfaction and could be a contribution to a development of a national costumer satisfaction index

Qualidade em serviços de saúde: uma contribuição à definição de um modelo paramétrico e padrão de qualidade do tempo agendado para consulta ambulatorial

This work presents a study in quality of health care, with focus on consulting appointment. The main purpose is to define a statistical model and propose a quality grade of the consulting appointment time. The time considered is that from the day the patient get the appointment done to the day the consulting is realized. It is used reliability techniques and functions that has as main characteristic the analysis of data regarding the time of occurrence certain event. It is gathered a random sample of 1743 patients in the appointment system of a University Hospital - the Hospital Universitário Onofre Lopes - of the Federal University of Rio Grande do Norte, Brazil. The sample is randomly stratified in terms on clinical specialty. The data were analyzed against the parametric methods of the reliability statistics and the adjustment of the regression model resulted in the Weibull distribution being best fit to data. The quality grade proposed is based in the PAHO criteria for a consulting appointment and result that no clinic got the PAHO quality grade. The quality grade proposed could be used to define priority for improvement and as criteria to quality control

Qualidade em serviços de saúde: uma contribuição à definição de um modelo paramétrico e padrão de qualidade do tempo agendado para consulta ambulatorial

The knowledge management has received major attention from product designers because many of the activities within this process have to be creative and, therefore, they depend basically on the knowledge of the people who are involved in the process. Moreover, Product Development Process (PDP) is one of the activities in which knowledge management manifests in the most critical form once it had the intense application of the knowledge. As a consequence, this thesis analyzes the knowledge management aiming to improve the PDP and it also proposes a theoretical model of knowledge management. This model uses five steps (creation, maintenance, dissemination, utilization and discard) through the verification of the occurrence of four types of knowledge conversion (socialization, externalization, combination and internalization) that it will improve the knowledge management in this process. The intellectual capital in Small and Medium Enterprises (SMEs) managed efficiently and with the participation of all employees has become the mechanism of the creation and transference processes of knowledge, supporting and, consequently, improving the PDP. The expected results are an effective and efficient application of the proposed model for the creation of the knowledge base within an organization (organizational memory) aiming a better performance of the PDP. In this way, it was carried out an extensive analysis of the knowledge management (instrument of qualitative and subjective evaluation) within the Design department of a Brazilian company (SEBRAE/RN). This analysis aimed to know the state-of-the-art of the Design department regarding the use of knowledge management. This step was important in order to evaluate in the level of the evolution of the department related to the practical use of knowledge management before implementing the proposed theoretical model and its methodology. At the end of this work, based on the results of the diagnosis, a knowledge management system is suggested to facilitate the knowledge sharing within the organization, in order words, the Design department

Impacto do trabalho em profissionais de Saúde Mental de serviços de saúde do município de Mossoró-RN, 2012

The Psychiatric Reform has brought profound changes in assistance to people affected by mental disorders and behavior. In this context, mental health workers have played decisive roles of great impact, acting driving the process. Objective: To evaluate the impact felt by working professionals, because of the daily work with people who have psychiatric disorders. Methodology: This is a search field, a quantitative approach, sectional, descriptive and applied. Data collection occurred through the Assessment Scale Impact of Working in Mental Health Services (IMPACT-BR) applied to mental health researchers city Mossoró - RN. Results: Participants in this study 87 professionals, mostly female married, which took charge of higher education, working on a single service, working in the area for more than six years, aged between 25 and 64 years. There were a low effect of overloading the professionals surveyed. Discussion: Our results corroborate findings in other surveys conducted previously, not identifying large impact load at work among professionals of mental health teams studied. Subscales studied the highest score was observed in measuring the impact of work on team functioning. It was observed that the greater age and duration of action, reduced the emotional impact at work, suggesting that the experience enhances safety in decisions made and the possibility of greater control over the demands of work. Final Thoughts: The work presented showed that the interactive relationships between professionals and users are not the causes of greatest impact in the workplace, although it revealed overload in relation to specific aspects such as: fear of being assaulted by a patient and the feeling of physical exhaustion the end of the workday. Further investigations should be conducted on this topic in order to contribute to the implementation of psychiatric reform proposed by advances both in terms of assistance to individuals and the quality of life in the work of the professionals involved

A saúde ambiental e os resíduos de serviços de saúde nos três níveis de complexidade do Sistema Único de Saúde - SUS

The environmental management in the health establishments is a reality still little explored in the health sector in Brazil, especially concerning its wastes. The management of wastes of health services is established in the valid legislation through the National Council of Environment and Sanitary Vigilance Agency (358/2005 and 304/2004 respectively). The present work is about a descriptive work about the environmental health in the health services. The used criterion was to diagnose the environmental management in twelve establishments of health inserted in the three levels of complexity of the Unique Health System (Sistema Ùnico de Saúde SUS). Among the sub criteria used the waste management is the one of bigger concern. The one referring to the water quality is considered good. The analysis of data reveals that 66% of the establishments got a poor environmental ranking, 17% critical and 17% appropriate, showing that the health establishments in the three levels of complexity of the SUS need urgent structural, environmental and educational interventions

Avaliação da qualidade da assistência no programa de AIDS: questões para a investigação em serviços de saúde no Brasil

O artigo mostra o desenvolvimento de uma pesquisa que objetivou avaliar a qualidade da assistência ambulatorial do Programa Brasileiro de DST/ AIDS. A investigação, realizada entre 2001-2003, envolveu três projetos: uma análise do padrão tecnológico da assistência realizada em cinco serviços, uma avaliação qualitativa em 27 serviços e, finalmente, uma avaliação estruturada de 322 serviços de sete estados brasileiros. Mediante a descrição de todas as etapas dos projetos, as autoras discutem questões teóricas e metodológicas envolvidas na avaliação da assistência em programas de saúde. Discutem ainda algumas questões relacionadas à aplicabilidade e ao impacto das avaliações em serviços de saúde.

A saúde bucal do idoso brasileiro: revisão sistemática sobre o quadro epidemiológico e acesso aos serviços de saúde bucal

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

Diabetes mellitus: fatores associados à prevalência em idosos, medidas e práticas de controle e uso dos serviços de saúde em São Paulo, Brasil

Este estudo analisa os fatores associados à prevalência de diabetes segundo as variáveis demográficas socioeconômicas, condição de saúde e estilo de vida, o uso dos serviços de saúde e medidas e práticas de controle entre 872 idosos residentes na cidade de São Paulo, Brasil. A prevalência de diabetes referida foi de 17,9%, valor acima do encontrado na população adulta. A maior prevalência de diabetes foi verificada entre idosos que relataram sua saúde como ruim/muito ruim, os que nunca beberam ou não bebem mais, os viúvos e entre os que se hospitalizaram pelo menos uma vez no último ano. Dentre os idosos, 69,9% procuraram o serviço rotineiramente por causa do diabetes e 96,1% foram atendidos no serviço que procuraram. Há falta de informação, conhecimento e a utilização de medidas de controle ainda é insuficiente entre os idosos. Fazem-se necessárias políticas de saúde com foco na capacitação de profissionais e na orientação familiar, e que incentivem mudanças no estilo de vida dos idosos.

A família do portador de sofrimento psíquico e os serviços de saúde mental: Estudo de caso

This qualitative research, case study type, aimed at presenting the understanding of psychic sufferers in search for mental health services during emergency situation, partial hospitalization or in ambulatory services. 12 family members were interviewed. They reported difficulties in the attendance in the emergency room when the patient is in crisis, as well as doctors considering merely the present symptomatology and undervaluing their own knowledge of the sickening process. The day-care hospital is conceived as a place to provide care, occupation and should teach as a school. The ambulatory service represents for the family the possibility of the patient being responsible for their attendance to the consultations and for the correct use of the medication.

Administração pública: O pacto pela saúde como uma nova estratégia de racionalização das ações e serviços em saúde no Brasil

The health pact arises in the Brazilian scene after a number of attempts for the improvement of the Unified Health System (SUS), so as to consolidate social equity. In this perspective, this paper discusses the pact using documental analysis, in order to help the public administration process in Brazil. This new policy, still in the initial phase of implementation, is a unique reality and highly feasible for the improvement of national practices in public health. Its performance is intimately related to overcoming the political barriers inherent to each rank of the administration.

Resíduos sólidos dos serviços de saúde: Município de Campinas

Incluye Bibliografía

Proposta de um modelo de negócio para a implantação de um sistema para tratamento de Resíduos de Serviços de Saúde (RSS)

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Resíduos de serviços de saúde na 7ª Região Administrativa do Estado de São Paulo: diagnóstico e proposta de gestão

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

O enfermeiro como educador nos serviços de saúde: o olhar do graduando

Pós-graduação em Enfermagem (mestrado profissional) - FMB

Repercussões da recepção-escuta no atendimento da porta dos serviços de saúde mental coletiva e em seus projetos terapêuticos

Pós-graduação em Psicologia - FCLAS