Collective work on services: a case study in a helthcare center. / Trabalho coletivo em serviços: estudo de caso em uma unidade básica de saúde.

AUTOR(ES)

Rosalina Alves Simões de Mesquita

DATA DE PUBLICAÇÃO

2008

RESUMO

This dissertation deals with the collective work on healthcare services of a public healthcare organization. The main objective is to discuss teamwork considering the healthcare services environment and to investigate how the workers of teams composed with mixed professional categories, mobilize themselves to accomplish their job. The theoretical discussion considers two main stream approaches to teamwork, the socio-technical theory to teamwork and ergonomics of the activity to collective work. Following, a case study was conducted in a public healthcare center using the ergonomic work analysis (EWA) as the main tool to data gathering. This method includes observation techniques of the work activity in the unit, interviews with the professionals and validation sessions of the researchs results. From the results of the field research and the literature review, it was analyzed the research questions previously stated. As a result, it was observed that collective work allows the workers to more properly face the situations of unpredictability and variability in a dynamic service environment. Collective work also allows the workers to develop strategies to face work difficulties and constraints. With collective mobilization, the professionals regulate their actions and re-elaborate the users demands, turning the goals established by the organization compatible with real situation of work.

ASSUNTO(S)

ergonomics of the activity socio-technical theory collective work serviço de saúde trabalho em grupo service relations organização do trabalho healthcare services ergonomia

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