The use of the quality model of Parasuraman, Zeithaml and Berry in health services

This is an article about the theoretical model for assessing quality in health services proposed by Parasuraman, Zheitaml and Berry, in order to measure the degree of satisfaction of users. This model is based on the analysis of expectations and perceptions of users of health services, by means of five dimensions: tangibility, reliability, responsiveness, assurance and empathy. From the difference between what is expected by the user and the service offered, gaps or shortcomings are derived that may be the main obstacle for users to perceive the provision of such services with quality. It was observed that the use of the psychometric scale called Service Quality (SERVQUAL) in some studies about satisfaction, obtained very favorable results in the institutions in which it was employed. The analysis revealed the need to improve the existing models of evaluation, as well as the importance of measuring user satisfaction in health institutions.

Quand la pornographie fait violence... réflexions sur les méfaits de la pornographie sur la construction de la sexualité adolescente

Dans notre pratique auprès des adolescents engagés dans des agirs sexuels violents, la consommation de pornographie est fréquemment convoquée dans le parcours de ces sujets à la découverte de la sexualité. Si bien sûr, tous les adolescents qui visionnent ces images ne commettent pas de tels actes, ce constat préoccupant nous invite à nous interroger sur les effets ou plutôt les méfaits de la pornographie sur l'investissement du corps sexué et sur la construction de la sexualité. Outre une réflexion sur l'impact de l'image dans son caractère obscène et à la suite des travaux de G. Bonnet (2003, Le Défi à la pudeur. Quand la pornographie devient l'initiation sexuelle des jeunes), nous montrerons en quoi la pornographie constitue une forme de violence, parfois jusqu'au traumatisme. Ce danger auquel les adolescents sont (sur)exposés, notamment par le biais d'Internet, pourrait en effet favoriser un clivage (que nous retrouvons systématiquement dans la problématique des violences sexuelles) entre corps érotique et corps sexué. La consommation de pornographie s'apparenterait davantage à l'incorporation de la sexualité génitale marquant ainsi l'échec de l'introjection de la génitalité au moment de l'adolescence. Ne devient-elle pas alors un ersatz de la pulsion de mort ? en tant qu'elle isole le sujet dans une activité auto-pseudo-érotique, retirant à la sexualité sa fonction de lien et par là même ouvrant le champ au déchaînement de toutes formes de violence.

North Iowa Juvenile Detention Services Commission, Independent Auditor's Reports, Financial Statement and Required Supplementary Information, Schedule of Findings, June 30, 2006

Other Audit Reports - 28E Organizations

Study of Iowa's Current Road Use Tax Funds (RUTF) and Future Road Maintenance and Construction Needs, 2006

The 81st General Assembly of the Iowa Legislature, in Section 85 of House File 868, required the Iowa Department of Transportation (DOT) to conduct a study of current Road Use Tax Fund (RUTF)revenues, and projected roadway construction and maintenance needs.

Nursing intervention bundle for enteral nutrition in intensive care: a collective construction

Objective The collective construction of a nursing intervention bundle for patients in critical care in the hospital receiving enteral nutrition therapy, supported by evidence-based practice. Method A qualitative convergent-care study with 24 nursing professionals in an intensive care unit of a public hospital in Santa Catarina. Data collection was performed from May to August 2013, with semi-structured interviews and discussion groups. Results Four interventions emerged that constituted the bundle: bedside pH monitoring to confirm the position of the tube; stabilization of the tube; enteric position of the tube; and maintaining the head of the bed elevated at 30° to 45°.
 Conclusion The interventions chosen neither required additional professional workload nor extra charges to the institution, which are identified as improving the adoption of the bundle by nursing professionals at the ICU.

Provision of health care actions and services for the management of HIV/AIDS from the users’ perspective

Objective To analyse the provision of health care actions and services for people living with AIDS and receiving specialised care in Ribeirão Preto, SP. Method A descriptive, exploratory, survey-type study that consisted of interviews with structured questionnaires and data analysis using descriptive statistics. Results The provision of health care actions and services is perceived as fair. For the 301 subjects, routine care provided by the reference team, laboratory tests and the availability of antiretroviral drugs, vaccines and condoms obtained satisfactory evaluations. The provision of tests for the prevention and diagnosis of comorbidities was assessed as fair, whereas the provisions of specialised care by other professionals, psychosocial support groups and medicines for the prevention of antiretroviral side effects were assessed as unsatisfactory. Conclusion Shortcomings were observed in follow-up and care management along with a predominantly biological, doctor-centred focus in which clinical control and access to antiretroviral therapy comprise the essential focus of the care provided.


Deaf Services Commission of Iowa Biennial Report for FY05-06, 2007

Division of Deaf Services Biennal Report for Fiscal Years 2005 and 2006, part of Department of Human Rights.

Integrated Materials and Construction Practice for Concrete Pavement: A State-of-the-Practice Manual, 2006

At the heart of all concrete pavement projects is the concrete itself. This manual is intended as both a training tool and a reference to help concrete paving engineers, quality control personnel, specifiers, contractors, suppliers, technicians, and tradespeople bridge the gap between recent research and practice regarding optimizing the performance of concrete for pavements. Specifically, it will help readers do the following:

Primary Care Sensitive Hospitalization: users detect flaws on the access to services

The aim of this study is to analyze and understand the reasons for the occurrence of sensitive hospitalizations in accordance with users. Qualitative study conducted with users who were admitted to Pedreira General Hospital, in São Paulo. The data was collected through semi structured interviews and thereafter, transcribed and processed in the electronic program Alceste. When analyzing the content, the access was seized fundamentally as an empirical category, bringing up problems that later deserved, from the Brazilian Ministry of Health, a specific Program to improve the quality and access to primary care. The hierarchical and pyramidal organization shape from the health system in the city of São Paulo can be one of the important aspects for the access matter and established as an important restricting factor in the primary care role in reducing or even preventing the occurrence of these hospitalizations.

Study of Iowa’s Current Road Use Tax Funds (RUTF) and Future Road Maintenance and Construction Needs, 2006

The 81st General Assembly of the Iowa legislature, in Section 85 of House File 868, required the Iowa Department of Transportation (Iowa DOT) to conduct a study of current Road Use Tax Fund (RUTF) revenues, and projected roadway construction and maintenance needs. With input from Iowa’s cities, counties and other interested groups, the Iowa DOT completed this report for submittal to the legislature.

Study of Iowa’s Current Road Use Tax Funds (RUTF) and Future Road Maintenance and Construction Needs, 2006

The 81st General Assembly of the Iowa legislature, in Section 85 of House File 868, required the Iowa Department of Transportation (Iowa DOT) to conduct a study of current Road Use Tax Fund (RUTF) revenues, and projected roadway construction and maintenance needs.

Construction and validation of nursing diagnoses for individuals with diabetes in specialized care

OBJECTIVE To construct statements of nursing diagnoses related to nursing practice for individuals with diabetes in Specialized Care, on the basis of the Database of Nursing Practice Terms related to diabetes, in the International Classification for Nursing Practice (ICNP®) and in the Theory of Basic Human Needs and to validate them with specialist nurses in the area. METHOD Methodological research, structured into sequential stages of construction, cross-mapping, validation and categorization of nursing diagnoses. RESULTS A list was indicated of 115 statements of diagnostic, including positive, negative and improvement statements; 59 nursing diagnoses present in and 56 nursing diagnoses absent from the ICNP® Version 2011. 66 diagnoses with CVI ≥ 0.50 were validated, being categorized on the basis of human needs. CONCLUSION It was observed that the use of the ICNP® 2011 favored the specifications of the concepts of professional practice in care with individuals with diabetes.

The (un)receptive experiences of female rape victims who seek healthcare services

OBJECTIVE To know the structure and functioning of healthcare services from the perspective of women who have suffered rape. METHOD A qualitative study conducted with 11 women who experienced rape, monitored in a maternity in the state of Alagoas, Brazil. Data were systematically based on content analysis. RESULTS It allowed for understanding the path taken by women in search of support from health services, as well as the limitations and capabilities of these services. CONCLUSION The assistance received in healthcare services leans towards a revictimization process of women who already carry trauma from the rape. It is necessary to reflect about care practices aimed at sexually victimized women.

Adesão de Cabo Verde à Organização Mundial do Comércio - Problemas, Desafios e Perspectivas

A dinâmica de desenvolvimento de Cabo Verde vem sendo uma constante, com ganhos significativos para o país, como atestam a recente adesão à Organização Mundial do Comércio, a graduação a País de Rendimento Médio e a Parceria Especial com a União Europeia. No dia 23 de Julho de 2008, Cabo Verde tornou-se no 153º Estado membro da Organização Mundial do Comércio, sendo que nesta conquista foi o primeiro país Africano e o terceiro País Menos Avançado a conseguir este importante marco via negocial. As vantagens advenientes desta adesão são muitas, sendo de destacar a maior confiança dos investidores no país ao propiciar-se a expansão do mercado e a realização de negócios num ambiente mais seguro e estável, e ainda a possibilidade de melhoria da qualidade de prestação de serviços, uma vez que tudo passou a ser norteado por padrões e regras do comércio internacional. Este trabalho foi elaborado com base em pesquisa bibliográfica e exploratória necessária à construção de um referencial teórico sobre o assunto em questão, tendo como base artigos, livros, revistas e consultas em websites. Finalizando, para avaliação, apresentamos uma componente prática com base num questionário aplicado ao tecido empresarial, com perguntas abertas e de múltipla escolha, onde os inquiridos puderam fazer a sua apreciação relativa ao processo de adesão, e às expectativas advenientes. Os resultados obtidos no final do trabalho mostraram de forma clara e inequívoca a necessidade de Cabo Verde se reorganizar, reforçar o sector privado e a competitividade das empresas, através de, designadamente: melhoria do ambiente fiscal das empresas, fomento e apoio às pequenas e médias empresas. Outrossim, há que dar seguimento as reformas no sector comercial, capacitando e formando quadros nacionais uma vez que estes desempenham um papel essencial no crescimento económico do país e permitem dar maior previsibilidade aos investidores, sendo este último um dos pilares decisivos no requisito do investimento externo. The dynamics of the development of Cape Verde is becoming a constant, with significant gains to the country, as attests the recent adhesion to the World Trade Organization, the graduation to Country of Medium Revenue, as well as the Special Partnership with the European Union. On July 23, 2008, Cape Verde became the 153rd State member of the World Trade Organization, and in this conquest it was the first African country and the third Less Advanced Country to get this mark through negotiable way. The advantages proceeding from this adhesion are many, highlighting the investors' largest trust in the country when propitiating the expansion of the market and the accomplishment of business in a safer and stable atmosphere, and still the possibility of improvement of the quality of installment of services, once everything started being guided by patterns and rules of the international trade. This work was elaborated based on bibliographical and exploratory researches necessary to the construction of the theoretical referential about the subject in question, based on articles, books, magazines and website researches. Concluding, for evaluation, we presented a practical component based on a questionnaire applied to the managerial stuff, with open and multiple choice questions, where the inquired could make his appreciation related to the adhesion process, and the proceeding expectations. The results obtained at the end of the work, showed in a clear way the need of Cape Verde to organize, to reinforce the private sector and the competitiveness of the companies, through, namely: the improvement of the fiscal atmosphere of the companies, fomentation and support of the small and medium companies. Meanwhile, it is important to continue the reforms in the commercial sector, qualifying and forming national staff once they play an essential part in the economic growth of the country and allow giving a larger previsibility to the investors, being this last one, one of the decisive pillars in the requirement of the external investment.