Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento
Ano de defesa: | 2015 |
---|---|
Autor(a) principal: | |
Orientador(a): | |
Banca de defesa: | , , , , |
Tipo de documento: | Dissertação |
Tipo de acesso: | Acesso aberto |
Idioma: | por |
Instituição de defesa: |
Universidade Nove de Julho
|
Programa de Pós-Graduação: |
Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de
|
Departamento: |
Administra????o
|
País: |
Brasil
|
Palavras-chave em Português: | |
Palavras-chave em Inglês: | |
Área do conhecimento CNPq: | |
Link de acesso: | http://bibliotecatede.uninove.br/handle/tede/1199 |
Resumo: | Public health is a segment of very complex services. The demand level of its users is an increasingly and important factor in organizations providing these services. The absence of quality and humanization of care policies results in complaints from users, manifested through various external and internal institutional channels. The aim of present study was to group the events recorded by users of a public hospital, based on five dimensions of quality in order to obtain subsidies for creating a quality improvement of attendance policy. The public hospital evaluated is located in the metropolitan region of Sao Paulo - SP. The service unit serves several specialties, being a reference in traumatology. The research was based in a qualitative approach, using desk research technique to collect data from 142 free expression forms, from December 01, 2014 to April 30, 2015, coming from an institutional program called "Tell Me". The data demonstrated that, of 283 registered events, 83% were related to complaints. The most pointed professional category was that of physicians (61% of the total). The sector that received the most complaints was adult emergency, with 37% of the recorded events. Complaints were classified based on five "determinants of quality", with aspects of responsiveness (34%), and empathy (33%), the most cited. It was concluded that the lack of institutionalization of quality and humanization of care policies lead to organizational problems that negatively influence the quality of services provided. Therefore, considering that this research focused on contributing to the management practice, it suggests the development of strategies to achieve better results regarding the quality of services provided by the hospital, especially regarding to responsiveness and empathy in attendance. |
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Ferraz, Renato Ribeiro Nogueirahttp://lattes.cnpq.br/2970715966617073Lopes, Evandro Luizhttp://lattes.cnpq.br/0631574435962669Ferraz, Renato Ribeiro Nogueirahttp://lattes.cnpq.br/2970715966617073Rossi, George Bedinellihttp://lattes.cnpq.br/6837228828495794Monken, S??nia Franciscahttp://lattes.cnpq.br/4648925294194872Fr??o, Biancahttp://lattes.cnpq.br/9011766620341228Motta, Lara Jansiskihttp://lattes.cnpq.br/6750462252900819http://lattes.cnpq.br/3222210811570901Dias, Tania Oliveira Souto2016-04-25T18:02:13Z2015-12-07Dias, Tania Oliveira Souto. Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento. 2015. 105 f. Disserta????o( Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de) - Universidade Nove de Julho, S??o Paulo.http://bibliotecatede.uninove.br/handle/tede/1199Public health is a segment of very complex services. The demand level of its users is an increasingly and important factor in organizations providing these services. The absence of quality and humanization of care policies results in complaints from users, manifested through various external and internal institutional channels. The aim of present study was to group the events recorded by users of a public hospital, based on five dimensions of quality in order to obtain subsidies for creating a quality improvement of attendance policy. The public hospital evaluated is located in the metropolitan region of Sao Paulo - SP. The service unit serves several specialties, being a reference in traumatology. The research was based in a qualitative approach, using desk research technique to collect data from 142 free expression forms, from December 01, 2014 to April 30, 2015, coming from an institutional program called "Tell Me". The data demonstrated that, of 283 registered events, 83% were related to complaints. The most pointed professional category was that of physicians (61% of the total). The sector that received the most complaints was adult emergency, with 37% of the recorded events. Complaints were classified based on five "determinants of quality", with aspects of responsiveness (34%), and empathy (33%), the most cited. It was concluded that the lack of institutionalization of quality and humanization of care policies lead to organizational problems that negatively influence the quality of services provided. Therefore, considering that this research focused on contributing to the management practice, it suggests the development of strategies to achieve better results regarding the quality of services provided by the hospital, especially regarding to responsiveness and empathy in attendance.A sa??de p??blica ?? um seguimento de servi??os bastante complexo. O grau de exig??ncia de seus usu??rios ?? um determinante cada vez mais importante nas organiza????es prestadoras destes servi??os. A aus??ncia de pol??ticas de qualidade e humaniza????o no atendimento resulta em queixas de usu??rios, manifestadas por meio de diversos canais externos e internos da pr??pria institui????o. O objetivo deste trabalho foi agrupar as manifesta????es registradas pelos usu??rios de um hospital p??blico, com base nas cinco dimens??es determinantes da qualidade, visando obter subs??dios para cria????o de uma pol??tica interna de melhoria da qualidade no atendimento. O hospital avaliado pertence ?? gest??o p??blica de Administra????o Direta, e est?? localizado na regi??o metropolitana da cidade de S??o Paulo ??? SP. A unidade de servi??os atende v??rias especialidades, sendo refer??ncia em traumatologia. A pesquisa seguiu uma abordagem qualitativa, utilizando a t??cnica de desk research para coleta de dados em 142 formul??rios de manifesta????o livre, referentes ao per??odo de 01 de dezembro de 2014 a 30 de abril de 2015, oriundos de um programa institucional denominado ???Conte Comigo???. Os dados demonstraram que, das 283 manifesta????es registradas, 83% eram referentes ?? reclama????es. A categoria profissional mais apontada foi a dos m??dicos (61% do total). O setor que mais recebeu queixas foi o pronto socorro adulto, com 37% das manifesta????es registradas. As reclama????es foram classificadas com base nos cinco ???determinantes da qualidade???, sendo os aspectos de responsividade (34%), e os aspectos de empatia (33%), os mais citados. Concluiu-se que a aus??ncia de institucionaliza????o de pol??ticas de qualidade e humaniza????o no atendimento acarretam problemas organizacionais que influenciam negativamente na qualidade dos servi??os prestados. Portanto, considerando que esta pesquisa teve como foco contribuir para a pr??tica gerencial, sugere-se a formula????o de estrat??gias que busquem alcan??ar melhores resultados em rela????o a qualidade dos servi??os prestados pelo hospital, especialmente no tocante ?? responsividade e empatia no atendimento.Submitted by Nadir Basilio (nadirsb@uninove.br) on 2016-04-25T18:02:12Z No. of bitstreams: 1 Tania Oliveira Souto Dias.docx.pdf: 956973 bytes, checksum: 05120f07e2e5e34598c51ae8a235ac5f (MD5)Made available in DSpace on 2016-04-25T18:02:13Z (GMT). No. of bitstreams: 1 Tania Oliveira Souto Dias.docx.pdf: 956973 bytes, checksum: 05120f07e2e5e34598c51ae8a235ac5f (MD5) Previous issue date: 2015-12-07application/pdfporUniversidade Nove de JulhoPrograma de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??deUNINOVEBrasilAdministra????ogest??o em sa??dequalidadeatendimentosa??de p??blicahealth managementqualityservicepublic healthADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOSAvalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimentoEvaluation of public hospital users expression as a tool for quality service improvementinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesis-710462410973612412600info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da Uninoveinstname:Universidade Nove de Julho (UNINOVE)instacron:UNINOVEORIGINALTania Oliveira Souto Dias.docx.pdfTania Oliveira Souto Dias.docx.pdfapplication/pdf956973http://localhost:8080/tede/bitstream/tede/1199/2/Tania+Oliveira+Souto+Dias.docx.pdf05120f07e2e5e34598c51ae8a235ac5fMD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82089http://localhost:8080/tede/bitstream/tede/1199/1/license.txt7b5ba3d2445355f386edab96125d42b7MD51tede/11992016-04-26 18:37:20.26oai:localhost: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Biblioteca Digital de Teses e Dissertaçõeshttp://bibliotecatede.uninove.br/PRIhttp://bibliotecatede.uninove.br/oai/requestbibliotecatede@uninove.br||bibliotecatede@uninove.bropendoar:2016-04-26T21:37:20Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
dc.title.por.fl_str_mv |
Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento |
dc.title.alternative.eng.fl_str_mv |
Evaluation of public hospital users expression as a tool for quality service improvement |
title |
Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento |
spellingShingle |
Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento Dias, Tania Oliveira Souto gest??o em sa??de qualidade atendimento sa??de p??blica health management quality service public health ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
title_short |
Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento |
title_full |
Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento |
title_fullStr |
Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento |
title_full_unstemmed |
Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento |
title_sort |
Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento |
author |
Dias, Tania Oliveira Souto |
author_facet |
Dias, Tania Oliveira Souto |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Ferraz, Renato Ribeiro Nogueira |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/2970715966617073 |
dc.contributor.advisor-co1.fl_str_mv |
Lopes, Evandro Luiz |
dc.contributor.advisor-co1Lattes.fl_str_mv |
http://lattes.cnpq.br/0631574435962669 |
dc.contributor.referee1.fl_str_mv |
Ferraz, Renato Ribeiro Nogueira |
dc.contributor.referee1Lattes.fl_str_mv |
http://lattes.cnpq.br/2970715966617073 |
dc.contributor.referee2.fl_str_mv |
Rossi, George Bedinelli |
dc.contributor.referee2Lattes.fl_str_mv |
http://lattes.cnpq.br/6837228828495794 |
dc.contributor.referee3.fl_str_mv |
Monken, S??nia Francisca |
dc.contributor.referee3Lattes.fl_str_mv |
http://lattes.cnpq.br/4648925294194872 |
dc.contributor.referee4.fl_str_mv |
Fr??o, Bianca |
dc.contributor.referee4Lattes.fl_str_mv |
http://lattes.cnpq.br/9011766620341228 |
dc.contributor.referee5.fl_str_mv |
Motta, Lara Jansiski |
dc.contributor.referee5Lattes.fl_str_mv |
http://lattes.cnpq.br/6750462252900819 |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/3222210811570901 |
dc.contributor.author.fl_str_mv |
Dias, Tania Oliveira Souto |
contributor_str_mv |
Ferraz, Renato Ribeiro Nogueira Lopes, Evandro Luiz Ferraz, Renato Ribeiro Nogueira Rossi, George Bedinelli Monken, S??nia Francisca Fr??o, Bianca Motta, Lara Jansiski |
dc.subject.por.fl_str_mv |
gest??o em sa??de qualidade atendimento sa??de p??blica |
topic |
gest??o em sa??de qualidade atendimento sa??de p??blica health management quality service public health ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
dc.subject.eng.fl_str_mv |
health management quality service public health |
dc.subject.cnpq.fl_str_mv |
ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
description |
Public health is a segment of very complex services. The demand level of its users is an increasingly and important factor in organizations providing these services. The absence of quality and humanization of care policies results in complaints from users, manifested through various external and internal institutional channels. The aim of present study was to group the events recorded by users of a public hospital, based on five dimensions of quality in order to obtain subsidies for creating a quality improvement of attendance policy. The public hospital evaluated is located in the metropolitan region of Sao Paulo - SP. The service unit serves several specialties, being a reference in traumatology. The research was based in a qualitative approach, using desk research technique to collect data from 142 free expression forms, from December 01, 2014 to April 30, 2015, coming from an institutional program called "Tell Me". The data demonstrated that, of 283 registered events, 83% were related to complaints. The most pointed professional category was that of physicians (61% of the total). The sector that received the most complaints was adult emergency, with 37% of the recorded events. Complaints were classified based on five "determinants of quality", with aspects of responsiveness (34%), and empathy (33%), the most cited. It was concluded that the lack of institutionalization of quality and humanization of care policies lead to organizational problems that negatively influence the quality of services provided. Therefore, considering that this research focused on contributing to the management practice, it suggests the development of strategies to achieve better results regarding the quality of services provided by the hospital, especially regarding to responsiveness and empathy in attendance. |
publishDate |
2015 |
dc.date.issued.fl_str_mv |
2015-12-07 |
dc.date.accessioned.fl_str_mv |
2016-04-25T18:02:13Z |
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info:eu-repo/semantics/publishedVersion |
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info:eu-repo/semantics/masterThesis |
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masterThesis |
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publishedVersion |
dc.identifier.citation.fl_str_mv |
Dias, Tania Oliveira Souto. Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento. 2015. 105 f. Disserta????o( Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de) - Universidade Nove de Julho, S??o Paulo. |
dc.identifier.uri.fl_str_mv |
http://bibliotecatede.uninove.br/handle/tede/1199 |
identifier_str_mv |
Dias, Tania Oliveira Souto. Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento. 2015. 105 f. Disserta????o( Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de) - Universidade Nove de Julho, S??o Paulo. |
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http://bibliotecatede.uninove.br/handle/tede/1199 |
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por |
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por |
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openAccess |
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Universidade Nove de Julho |
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Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de |
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UNINOVE |
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Administra????o |
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Universidade Nove de Julho |
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