Avaliação da assistência ambulatorial a pessoas vivendo com HIV/aids em serviços públicos no estado de São Paulo: relações entre qualidade e organização do processo de trabalho / Evaluation of the health care to people living with HIV/AIDS (PLWHA) in the State of São Paulo, Brazil: relationship between organizational dimensions and quality of care

AUTOR(ES)
DATA DE PUBLICAÇÃO

2002

RESUMO

Twenty-seven AIDS outpatient services from São Paulo State public health system, Brazil had their quality of care evaluated. Interviews with the managers and work observation were applied in all services. The approach was focused on the integration of the process of care through the following evaluation parameters: prioritization of relevant work targets; use of different and specific technical approaches; evaluation activities; health team integration, and communication between professionals and patients The analysis was carried out through the following empirical indicators: routine for the patients who missed appointments and/or interrupted the treatment, are pregnant or drug users and who had their first contact with the service, routine discussing sexuality, conception, and adherence; regular use of psychological and social approaches; regular mechanisms of integration among different professionals, e.g. meetings, case discussions and training; initiatives in enhancing dialogue with patients, e.g. discussion groups and with the community, e.g. ombudsman and cooperation with NGO; skills coping with non predictable situations, e.g. patients who frequently miss appointments or refuse the treatment or asked for other kinds of appointment routines; manager leadership in dealing with technical and ethical issues on team interaction. With the analysis of this indicator network it was possible to classify the 27 services in 3 levels of quality. These results are being used to establish criteria for the quality of care evaluation, which is being carried out on a national scale in the AIDS Brazilian Program.

ASSUNTO(S)

acquired immunodeficiency syndrome/pathology setor público avaliação de programas quality assurance health care/methods program development são paulo assistência ambulatorial/métodos health services administration/organization and administration public sector síndrome de imunodeficiência adquirida/patologia garantia da qualidade dos cuidados de saúde/métodos program evaluation desenvolvimento de programas administração de serviços de saúde/organização &administração ambulatory care/methods são paulo

ACESSO AO ARTIGO

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