ABSTRACT
Objetivo: Descrever a avaliação de pessoas privadas de liberdade sobre a assistência de enfermagem recebida no ambiente hospitalar. Métodos: Pesquisa qualitativa realizada em unidades de clínica médica e cirúrgica de três hospitais públicos, de capitais da região Nordeste do Brasil, referência em atendimento de urgência e emergência. A partir da aplicação técnica de exaustão, a amostra foi composta por 17 custodiados, do sexo masculino, em internação hospitalar. Para a coleta de dados, utilizou-se entrevistas semiestruturadas. Submeteu-se os dados à metodologia da análise de conteúdo proposta por Bardin. Resultados: Emergiram três categorias de análise: Percepção sobre o cuidado, Protocolo de segurança e Direitos das pessoas privadas de liberdade. Os sujeitos relataram insatisfação na garantia dos seus direitos, especificamente quando se referem à autorização de visitas; descrevem a realização de cuidados com distinção e preconceitos evidentes e reconhecem que o uso da algema e a presença do policial penal geram uma atmosfera de medo entre os profissionais e os demais pacientes na ala hospitalar. Conclusão: A avaliação sobre a prática assistencial hospitalar é positiva embora seja evidente a necessidade de refletir sobre a (re)organização do processo de trabalho, afinal a qualidade da assistência de enfermagem não se refere exclusivamente a habilidades técnicas. (AU)
Objective: To describe the assessment of people deprived of liberty on the nursing care received in the hospital environment. Methods: Qualitative research carried out in medical and surgical clinic units of three public hospitals, in capitals of the Northeast region of Brazil, reference in urgent and emergency care. From the technical application of exhaustion, the sample consisted of 17 male custodians in hospital. For data collection, semi-structured interviews were used. Data were submitted to the content analysis methodology proposed by Bardin. Results: Three categories of analysis emerged: Perception of care, Safety protocol and people deprived of liberty rights. The subjects reported dissatisfaction with the guarantee of their rights, specifically when referring to authorization for visits; describe the performance of care with distinction and evident prejudices and recognize that the use of handcuffs and the presence of the criminal policeman generate an atmosphere of fear among professionals and other patients in the hospital wing. Conclusion: The assessment of hospital care practice is positive, although the need to reflect on the (re)organization of the work process is evident, after all, the quality of nursing care does not refer exclusively to technical skills. (AU)
Objetivo: Describir la valoración de las personas privadas de libertad sobre los cuidados de enfermería recibidos en el ámbito hospitalario. Métodos: Investigación cualitativa realizada en unidades clínicas médico-quirúrgicas de tres hospitales públicos, en capitales de la región Nordeste de Brasil, referencia en atención urgente y de emergencia. A partir de la aplicación técnica del agotamiento, la muestra estuvo compuesta por 17 custodios masculinos en el hospital. Para la recolección de datos se utilizaron entrevistas semiestructuradas. Los datos fueron sometidos a la metodología de análisis de contenido propuesta por Bardin. Resultados: Surgieron tres categorías de análisis: Percepción del cuidado, Protocolo de seguridad y Derechos de las personas privadas de libertad. Los sujetos informaron descontento con la garantía de sus derechos, específicamente al referirse a la autorización de visitas; describir el desempeño de la atención con distinción y prejuicios evidentes y reconocer que el uso de esposas y la presencia del policía criminal generan un ambiente de miedo entre los profesionales y otros pacientes en el ala del hospital. Conclusion: La valoración de la práctica asistencial hospitalaria es positiva, si bien es evidente la necesidad de reflexionar sobre la (re) organización del proceso de trabajo, al fin y al cabo, la calidad de la atención de enfermería no se refiere exclusivamente a las habilidades técnicas. (AU)
Subject(s)
Prisoners , Hospital-Patient Relations , Nursing CareABSTRACT
OBJECTIVES: This study aims to discover patients loyal to a hospital and model their medical service usage patterns. Consequently, this study proposes a data mining application in customer relationship management (CRM) for hospital inpatients. METHODS: A recency, frequency, monetary (RFM) model has been applied toward 14,072 patients discharged from a university hospital. Cluster analysis was conducted to segment customers, and it modeled the patterns of the loyal customers' medical services usage via a decision tree. RESULTS: Patients were divided into two groups according to the variables of the RFM model and the group which had significantly high frequency of medical use and expenses was defined as loyal customers, a target market. As a result of the decision tree, the predictable factors of the loyal clients were; length of stay, certainty of selectable treatment, surgery, number of accompanying treatments, kind of patient room, and department from which they were discharged. Particularly, this research showed that when a patient within the internal medicine department who did not have surgery stayed for more than 13.5 days, their probability of being a classified as a loyal customer was 70.0%. CONCLUSIONS: To discover a hospital's loyal patients and model their medical usage patterns, the application of data-mining has been suggested. This paper suggests practical use of combining segmentation, targeting, positioning (STP) strategy and the RFM model with data-mining in CRM.
Subject(s)
Humans , Data Mining , Decision Trees , Hospital-Patient Relations , Inpatients , Internal Medicine , Length of Stay , Patient Satisfaction , Patient-Centered Care , Patients' RoomsABSTRACT
O objetivo deste estudo é avaliar a satisfação dos usuários com o hospital-escola de São Carlos nos seis primeiros meses de funcionamento. Amostra é composta por 137 usuários divididos pelo serviço utilizado (internação hospitalar, internação domiciliar, emergência SAMU, emergência demanda espontânea e acolhimento) no hospital. Os usuários foram entrevistados quanto ao perfil sociodemográfico e clínico e avaliação da satisfação com o hospital. A maioria dos usuários era do sexo feminino e na faixa etária de 18 a 45 anos. Os usuários ficaram "muito satisfeitos" (46,2 por cento) com a agilidade no atendimento e com a equipe (52,6 por cento). 59,2 por cento dos usuários ficaram muito satisfeitos com o hospital e 68,6 por cento o consideraram melhor do que imaginavam. Não houve diferença entre serviços na satisfação com a agilidade, ambiente físico e equipe. Houve menor "esclarecimento sobre a saúde" no acolhimento em relação à internação hospitalar e domiciliar (p<0,05). Os usuários da internação hospitalar apresentaram maior satisfação e melhor expectativa do que o acolhimento e emergência SAMU (p<0,05). As características do perfil do usuário com diferenças estatísticas quanto à satisfação foram "a cor da pele" e "plano de saúde". O estudo demonstra que a adoção do modelo de assistência humanizada à saúde, como a proposta do hospital-escola, resulta em satisfação dos seus usuários.
This research assessed the satisfaction of the users of São Carlos Hospital School in its first six months of functioning. A sample of 137 users was grouped according to the service used: hospital admittance, home care, emergency medical assistance, spontaneous emergency and shelter. Inferential statistics were realized by Chi-Square and Fischer Exact tests. The majority of users were women and aged 18 to 45 years-old. The users were "very satisfied" (46.2 percent) with attendance agility and with the team (52.6 percent). A number of 59.2 percent of the users were very satisfied with the hospital and 68.8 percent considered the service better than expected. Less "clarity concerning health" was reported for shelter regarding hospital admittance and home care (p<0.05). Users under hospital admittance presented greater satisfaction and better expectation compared to acceptance and emergency medical assistance (p<0.05). User profile characteristics as "skin color" and "health plan" presented statistical differences regarding general satisfaction. The study showed that the adoption of a humanized model of assistance in healthcare as the proposal of this Hospital resulted in user satisfaction.
Subject(s)
Adolescent , Adult , Female , Humans , Male , Middle Aged , Young Adult , Hospitals, Teaching/standards , Patient Satisfaction , Brazil , Cross-Sectional Studies , Quality of Health CareABSTRACT
Verificar a percepção que os pacientes internados em um Hospital Escola (HC-UFG) têm da presença dos alunos de medicina no atendimento prestado a eles e observar outros fatores relacionados à satisfação com o atendimento. MÉTODO: Critério de inclusão: internação há menos de um ano em outro Hospital não Escola. Excluídos: Menores de 18 anos e incapazes de colaborar. Aplicado questionário, por alunas da Faculdade de Medicina da UFG, com informações sobre a internação, privacidade, comparação com outros hospitais e avaliação da presença dos alunos. Utilizados estatística descritiva, teste de Wilcoxon, c² e Regra de Sinais de Descartes. RESULTADOS: Avaliados 96 pacientes. A média das notas do HC-UFG foi 9,01±1,5, a dos outros hospitais foi 5,67±3,38. A maioria (58,33 por cento) relatou mudança no conhecimento sobre sua doença após a internação no HC-UFG. A presença dos alunos foi avaliada como boa ou muito boa por 91,58 por cento e despertou sentimentos positivos em 84,54 por cento dos entrevistados. As aulas ao redor dos leitos foram consideradas agradáveis por 69,79 por cento deles. CONCLUSÃO: O aluno tem papel relevante no atendimento prestado no Hospital Escola. Contribui para maior confiança no serviço, desperta maior segurança e alegria nos pacientes, torna o ambiente mais acolhedor e atua como disseminador de conhecimentos.
To investigate the patients' perception of the students in their care in a long permanence ward of the School Hospital of the Federal University of Goiás (HC-UFG) and to observe another factors related to these patients' satisfaction. METHOD: Inclusion criterion: length of hospital stay of no longer than one and a half year at a non-school hospital. Individuals under 18 years of age and unable to collaborate were excluded. Participants responded to a questionnaire, applied by medical students of UFG, with information regarding hospitalization, privacy, comparison with other hospitals and evaluation of students' presence. Descriptive statistical analysis, Wilcoxon's Test, c² and Descartes' Rule of Sign were used. RESULTS: 96 patients were evaluated. The average grade for the HC-UFG was 9,01±1,5 while that of other hospitals was 5,67±3,38. Most participants (58,33 percent) reported a change regarding knowledge of their disease after hospitalization at the HC-UFG. The presence of students was deemed good or very good by 91,58 percent and yielded positive feelings in 84,54 percent of the interviewees. Bedside-held classes were considered pleasant by 69,79 percent of the participants. CONCLUSION: The student has a relevant role in caregiving at the School Hospital. It further contributes to more reliability on the service, gives rise to the more security and happiness among patients, makes the environment cozier and acts as knowledge disseminator.
Subject(s)
Humans , Education, Medical, Undergraduate , Students, Medical , Hospitals, Teaching , Hospital-Patient Relations , Physician-Patient Relations , Patient SatisfactionABSTRACT
A pesquisa realizada versa sobre os encontros de serviço e a satisfação de clientes em hospitais. O estudo é de natureza exploratória e teve por objetivo identificar os encontros de serviço que ocorrem no hospital e os atributos de satisfação a eles relacionados. Os dados foram coletados com profissionais e clientes de hospitais, no ano de 2003, por meio de entrevistas utilizando a técnica do incidente crítico. A análise de conteúdo evidenciou os atributos de satisfação dos encontros de serviço que compõem os processos de admissão, internação e alta. Os resultados fornecem importantes informações para ao gestor de serviços hospitalares, permitindo o delineamento de ações com foco no cliente.
This research is about service encounters and customer satisfaction in hospitals. The study is exploratory and was aimed at identifying the service encounters maintained in hospitals and the satisfaction attributes related to them. The data were collected with hospital professionals and customer, in 2003, by means of interviews using the critical incident technique. The content analysis evidentiated the satisfaction attributes of the service encounters regarding admission, hospitalization and discharge procedures. The results provide important information to hospital service managers, allowing for the planning of customer-focused actions.
La pesquiza realizada tratase sobre los encuentros de los servicios y la satisfación de los clientes en hospitales. El estudio es de naturaza exploratoria e tiene por objetivo identificar los encuentros de los servicios que acontecen en el hospital y los requisitos de la satisfación a estos relacionados. Los dados fueron coletados con profesionales y clientes de hospitales, em el año de 2003, por medio de entrevistas utilizando la tecnica del episodio crítico. La analisis del contenido resalto los requisitos de la satisfación de los encuentros de los servicios que componen los procesos de admisión, internación y baja del hospital. Los resultados fornecen importantes informaciones para el gestor de servicios hospitalares, permitiendo el delineamiento de las aciones con foco en el cliente.
Subject(s)
Humans , Hospital Administration/standards , Patient Satisfaction , Hospital-Patient Relations , Interviews as Topic , Risk Management , Task Performance and AnalysisABSTRACT
Introducción: los derechos humanos fundamentales los tiene cada persona por el simple hecho de serlo; protegen valores como la vida, la libertad, la integridad, la igualdad, la dignidad y principalmente la seguridad jurídica. Objetivo: identificar el conocimiento del personal de enfermería sobre los derechos humanos del paciente hospitalizado y su relación con la satisfacción del usuario en la atención de enfermería. Material y métodos: a través de un estudio descriptivo transversal, se estudió una muestra por conveniencia conformada por 50 enfermeras generales y 121 pacientes hospitalizados. Para las enfermeras se construyó una encuesta en escala dicotómica; y un cuestionario con 18 reactivos para evaluar la satisfacción de los pacientes en la atención de enfermería. Resultados: se encontró que el 100% del personal encuestado tiene conocí miento sobre el derecho a la salud. Derechos como la verdad, la vida, la libertad, la autonomía y la confidencialidad son conocidos por más de la mitad del personal encuestado; El 49% de los pacientes refiere no conocer el nombre de la enfermera que lo atiende en los diferentes turnos y en el 51% no se respeta su intimidad. En lo que concierne a la atención de enfermería más de la mitad de los pacientes, la refiere como buena, 28% excelente y 14% regular. Conclusiones: la despersonalización es evidente cuando se analiza el derecho del paciente a un trato digno. Aunque 69 y 55%de las enfermeras conoce que los pacientes tienen derecho a la autonomía e intimidad, resulta incongruente que más del 70% de estos refiera que no es respetada su decisión e intimidad respecto a su persona ofrecimientos diagnósticos y terapéuticos. Sin embargo más de la mitad de los pacientes encuestados refieren que la atención de enfermería que reciben es buena.
Introduction: protection to the human rights is a duty of society, the law to be guarded mayor attention is about children, illness and inability. Since the 50's decade, with the publication of Nuremberg's Code, it'd established the rights of the patient hospitalized. Objective: identify the degree of knowing in the nursery personal about the rights of patient hospitalized and if it has influencing in satisfactions with health attention. Material and methods: transversal, descriptive, and observational study with 50 general nurses from hospitalization and measured by an instrument with 20 items, previously valided by expert and the confidentiality with Cuter-Richardson's with value of 0.60 for ask positive, and of 0.23 for the ask negative. The items were about the right to health, autonomy, information, truth, confidentiality, freedom, intimacy, a deal with worthy best medical attention. An interview was applied to 121 hospitalized patients, questionaire related with satisfaction and a linker's scale, for classify nursery- attention. To associate the degree nurse's knowing a correlation by means of coefficient PHI. Results: the 100% knows the right to life, the 84% to health, the 69% about autonomy, the 55% knows what's the rights to information, the 95% to truth, 69% knows right to confidentiality, 74% to freedom, the 55% knows the right to intimacy, 50% to dignity, the 42% knows the right to a best medical attention. In relation to patients the 48.8% didn't know the name of nurse that assists, them 51.2% said intimacy wasn't respected, the 97.5% opined that the decisions for treatment or surgery are a direct medical responsibility, about the nursery attention, the patients were opinions 28% excellent, the 58% good and the 14% as regular. Conclusions: level of nurses knowing the hospitalized patient rights was, 42% of the nurses ignore the right to a best medical attention, the patient ignores the name of the nurses take care of them, and 14% of patients' opinion about attention was regular.