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A implementação do Modelo ACSA no Departamento de Pediatria do Hospital de Santa Maria – um estudo de caso
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Resumo(s)
A presente dissertação surge no âmbito da problemática da qualidade na saúde, tal como tem vindo a ser defendido pela Organização Mundial da Saúde e pelos diversos Governos em Portugal. Desta forma, através deste estudo, pretende-se responder à questão “De que forma o modelo ACSA foi implementado no Departamento de Pediatria do Hospital de Santa Maria e qual a perceção dos profissionais relativamente aos fatores com mais facilidade ou dificuldade de implementação deste modelo e na sua manutenção?”.
Para tal, a Metodologia adotada é de natureza qualitativa, através de entrevistas e quantitativa, com aplicação de inquéritos por questionário. Deste modo, obtiveram-se 10 respondentes, dos quais 7 foram considerados como tendo respostas válidas.
Os resultados obtidos revelam que, relativamente à qualidade, aos aspetos positivos/negativos e à utilidade do Modelo ACSA, os profissionais apresentam uma linha de pensamento bastante homogénea, valorizando as caraterísticas do mesmo.
Relativamente à perceção da facilidade/dificuldade na implementação do Modelo ACSA, de forma geral todos os standards dos vários blocos foram considerados como tendo sido fáceis de implementar, à exceção do procedimento relativo à disponibilização, ao utente, de informação atualizada sobre tempos de resposta em relação ao pedido de cuidados feitos; de os utentes e familiares referirem que as instalações são confortáveis; das reparações levadas a cabo por empresas externas à organização, exigindo-se que disponham de meios técnicos e humanos apropriados, que estejam inscritas ou registadas junto do organismo com autoridade competente e que disponham de uma política de responsabilidade civil satisfatória; à utilização de sistemas e tecnologias digitais da informação e comunicação e do procedimento sobre a avaliação periódica dos resultados dos objetivos fixados no contrato-programa e demais objetivos.
Relativamente à manutenção do Modelo, também todos os standards dos vários blocos foram considerados como fáceis de manter, à exceção do procedimento sobre a realização de análises e informações periódicas, relativas à segurança estrutural do edifício e das instalações, levadas a cabo por profissional ou entidade qualificada, sendo que as conclusões daí decorrentes devem ser comunicadas à Direção do Departamento e devem desenvolver-se as ações que forem necessárias na sequência dessas conclusões; sobre as reparações levadas a cabo por empresas externas à organização, sendo exigido que disponham de meios técnicos e humanos apropriados, que estejam inscritas ou registadas junto do organismo com autoridade competente e que disponham de uma política de responsabilidade civil satisfatória; do procedimento sobre a utilização de sistemas e tecnologias digitais da informação e comunicação; à avaliação periódica dos resultados dos objetivos estabelecidos no contrato-programa e demais objetivos.
A aplicação dos questionários decorreu no mês de dezembro de 2019, sendo que os resultados dos mesmos foram analisados no início de 2020.
This dissertation arises in the context of the problem of quality in health, as it has been defended by the World Health Organization and the various governments in Portugal. Thus, through this study, we intend to answer the question "How was the ACSA model implemented in the Pediatrics Department of Santa Maria Hospital and what is the perception of professionals regarding the factors with more ease or difficulty in implementing this model and in its maintenance? For this, the methodology adopted is of a qualitative nature, through interviews and quantitative, with application of questionnaire surveys. In this way, 10 respondents were obtained, of which 7 were considered to have valid answers. The results obtained reveal that, regarding quality, positive/negative aspects and usefulness of the ACSA Model, professionals present a fairly homogeneous line of thought, valuing its characteristics. Regarding the perception of ease/difficulty in implementing the ACSA Model, in general, all the standards in the various blocks were considered to have been easy to implement, with the exception of the procedure concerning the provision to the user of updated information on response times in relation to the request for care made; the users and family members state that the facilities are comfortable; the repairs carried out by companies outside the organisation, requiring them to have appropriate technical and human resources, to be registered or registered with the body with the competent authority and to have a satisfactory civil responsibility policy; the use of digital information and communication systems and technologies and the procedure for the periodic evaluation of the results of the objectives set out in the programme contract and other objectives. Regarding the maintenance of the Model, all the standards of the various blocks were also considered to be easy to maintain, with the exception of the procedure on the carrying out of periodic analyses and information on the structural safety of the building and facilities, carried out by a qualified professional or entity, and the conclusions arising from this must be communicated to the Department's Management and the necessary actions must be taken as a result of these conclusions; on the repairs carried out by companies outside the organization, being required to have the appropriate technical and human resources, to be registered or registered with the body with competent authority and to have a satisfactory civil responsibility policy; the procedure on the use of digital information and communication systems and technologies; the periodic evaluation of the results of the objectives established in the program contract and other objectives. The application of the questionnaires took place in December 2019 and the results were analysed in early 2020.
This dissertation arises in the context of the problem of quality in health, as it has been defended by the World Health Organization and the various governments in Portugal. Thus, through this study, we intend to answer the question "How was the ACSA model implemented in the Pediatrics Department of Santa Maria Hospital and what is the perception of professionals regarding the factors with more ease or difficulty in implementing this model and in its maintenance? For this, the methodology adopted is of a qualitative nature, through interviews and quantitative, with application of questionnaire surveys. In this way, 10 respondents were obtained, of which 7 were considered to have valid answers. The results obtained reveal that, regarding quality, positive/negative aspects and usefulness of the ACSA Model, professionals present a fairly homogeneous line of thought, valuing its characteristics. Regarding the perception of ease/difficulty in implementing the ACSA Model, in general, all the standards in the various blocks were considered to have been easy to implement, with the exception of the procedure concerning the provision to the user of updated information on response times in relation to the request for care made; the users and family members state that the facilities are comfortable; the repairs carried out by companies outside the organisation, requiring them to have appropriate technical and human resources, to be registered or registered with the body with the competent authority and to have a satisfactory civil responsibility policy; the use of digital information and communication systems and technologies and the procedure for the periodic evaluation of the results of the objectives set out in the programme contract and other objectives. Regarding the maintenance of the Model, all the standards of the various blocks were also considered to be easy to maintain, with the exception of the procedure on the carrying out of periodic analyses and information on the structural safety of the building and facilities, carried out by a qualified professional or entity, and the conclusions arising from this must be communicated to the Department's Management and the necessary actions must be taken as a result of these conclusions; on the repairs carried out by companies outside the organization, being required to have the appropriate technical and human resources, to be registered or registered with the body with competent authority and to have a satisfactory civil responsibility policy; the procedure on the use of digital information and communication systems and technologies; the periodic evaluation of the results of the objectives established in the program contract and other objectives. The application of the questionnaires took place in December 2019 and the results were analysed in early 2020.
Descrição
Palavras-chave
Qualidade Qualidade em Saúde Modelo ACSA DGS Perceção dos Profissionais Quality Quality in Health ACSA Model DGS Perception of Professionals
Contexto Educativo
Citação
Editora
Instituto Superior de Ciências Sociais e Políticas