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Introducción: La administración organizacional en salud busca garantizar una atención efectiva y una gestión eficiente; evalúa la atención y satisfacción que a su vez guardan una estrecha y compleja relación. Objetivo: Estimar la asociación entre la calidad de atención y la satisfacción del usuario externo, del servicio de laboratorio clínico. Métodos: Estudio cuantitativo, correlacional, de diseño observacional transversal. La población estudiada fueron usuarios atendidos en el servicio de laboratorio clínico de un hospital privado, en Lima, Perú, a quienes se les aplicó un cuestionario de elaboración propia sobre calidad de atención y otro de satisfacción del usuario adaptado del modelo SERVPERF. La información obtenida fue analizada con el software IBM SPSS Statistics 23.0 y para la prueba de hipótesis se aplicó el coeficiente de correlación de Spearman. Resultados: De los 220 usuarios encuestados, el 69,1 por ciento calificó como alta la calidad brindada, en la cual la dimensión mejor calificada fue la calidad humana (71,8 por ciento); asimismo, el 73,6 por ciento de los usuarios afirmaron estar satisfechos y dentro de ello, las dimensiones con mayor satisfacción fueron la empatía (73,2 por ciento) y la seguridad (73,1 por ciento). Conclusiones: La calidad de atención y sus dimensiones que la conforman se asocian con la satisfacción de los usuarios(AU)

Introduction: The healthcare management seeks to guarantee effective care and efficient management, assesses care and satisfaction, which in turn have a close and complex relationship. Objective: To estimate the association between the quality of care and the satisfaction of the external user of the clinical laboratory service. Methods: Quantitative, correlational study, with a cross-sectional observational design. The population studied were users treated in the clinical laboratory service of a private hospital in Lima, Peru, to whom a self-developed questionnaire was applied on quality of care and another on user satisfaction adapted from the SERVPERF model. The information obtained was analyzed with the IBM SPSS Statistics 23.0 software and Spearman's correlation coefficient was applied for the hypothesis test. Results: Of the 220 users surveyed, 69.1 percent rated the quality provided as high, in which the best rated dimension was human quality (71.8 percent ); Likewise, 73.6 percent of the users stated that they were satisfied and within this, the dimensions with the greatest satisfaction were empathy (73.2 percent ) and security (73.1 percent). Conclusions: The quality of care and its dimensions that make it up are associated with user satisfaction(AU)

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Introducción: los registros clínicos de enfermería conforman la evidencia escrita de los cuidados otorgados al paciente, son medio de comunicación y coordinación entre profesionales de la salud; los registros están orientados a documentar los cuidados en un marco ético legal, además de ser un indicador para la calidad del cuidado. Objetivo: evaluar el cumplimiento de los registros clínicos de enfermería. Metodología: estudio cuantitativo, de diseño transversal descriptivo. Se realizó en el Hospital General de Zona No. 2 del IMSS de Fresnillo, México. Se utilizó el total de los registros clínicos de enfermería del tablero de control, se capturaron en el instrumento de evaluación de los registros clínicos de enfermería, y se analizaron mediante estadística descriptiva, medidas de tendencia central. Resultados: el porcentaje de cumplimiento de los registros clínicos de enfermería es de 8.03%, el porcentaje de congruencia de indicaciones médicas con los registros clínicos de enfermería es de 84.48%, por lo que queda en el parámetro de 80% con base en lo estipulado en el indicador institucional clave 2660-021-002. Conclusiones: dentro del indicador de evaluación por rubro, 15 de 18 se encuentran en suficiente y tres en insuficiente; respecto al cumplimiento es suficiente, al igual que en el porcentaje de congruencia de indicaciones médicas con registros clínicos de enfermería.

Introduction: Clinical nursing records make up the written evidence of the care given to the patient, they are a means of communication and coordination between health professionals; the records are aimed at documenting care in a legal ethical framework, as well as being an indicator for the quality of care. Objective: To evaluate the compliance of the clinical nursing records. Methodology: Quantitative study, descriptive cross-sectional design. It was carried out at the General Hospital of Zone No. 2 of the Instituto Mexicano del Seguro Social in Fresnillo, Mexico. The total number of clinical nursing records from the control panel were used, they were captured in the evaluation instrument of clinical nursing records, and they were analyzed using descriptive statistics, measures of central tendency. Results: The percentage of compliance of the clinical nursing records is 8.03%, the percentage of congruence of medical indications with the clinical nursing records is 84.48%, so it remains within the parameter of 80% based on the stipulated in the key institutional indicator 2660-021-002. Conclusions: within the evaluation indicator by category, 15 of 18 are found to be sufficient and three are insufficient; Regarding compliance, it is sufficient, as is the percentage of congruence of medical indications with clinical nursing records.

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RESUMEN Introducción: los reclamos de los usuarios externos son oportunidades de mejora; su gestión adecuada permite alcanzar los resultados sanitarios finales. Objetivos: evaluar las características de los reclamos de los usuarios externos en un hospital general del Perú. Materiales y métodos: estudio descriptivo retrospectivo de los reclamos recibidos en la Plataforma de Atención al Usuario en Salud durante el año 2019, en un hospital general de Ica, Perú. Del Libro de Reclamaciones en Salud se elaboró una base de datos. Se calcularon medidas de frecuencia absolutas, relativas y promedios. Resultados: se tuvo un total de 993 reclamos. El 11,5 % de ellos fueron registrados en el Libro de Reclamaciones en Salud. El departamento más quejado fue el de Estadística, con 29,8 %. Respecto al personal quejado, el 46,4 % fue el administrativo, el 28,8 % los médicos, el 10,4 % las enfermeras, y el 14,4 % otros profesionales. Las causas de los reclamos fueron problemas de gestión (82,7 %), problemas en las relaciones proveedor-paciente (11,3 %) y problemas clínicos (6,0 %). El tiempo transcurrido para dar respuesta al usuario fue en promedio 20,5 días. Conclusiones: solo el 11,5 % de los pacientes insatisfechos que acuden a la Plataforma de Atención al Usuario en Salud, hacen uso del Libro de Reclamaciones en Salud. Las causas más frecuentes de reclamos son las relacionadas con la gestión, principalmente por problemas de demora en la atención y de acceso a los servicios.

ABSTRACT Introduction: claims from external users are opportunities for improvement; its proper management enables the attainment of final health outcomes. Objective: to evaluate the characteristics of external users claims in a general hospital in Peru. Materials and methods: a retrospective descriptive study of the claims received on the Healthcare User Care Platform in 2019, in a general hospital of Ica, Peru. A database was developed from the Health Claims Book. Absolute, relative, and average frequency measurements were calculated. Results: a total of 993 complaints were filed. 11.5 % of them were registered in the Health Claims Book. The most complained department was that of Statistics, with 29.8 %. With regard to the members of staff staff complained, 46.4 % were administrative workers, 28.8 % doctors, 10.4 % nurses and 14.4 % other professionals. The causes of the complaints were management problems (82.7 %), problems in provider-patient relationships (11.3 %) and clinical problems (6.0 %). The elapsed time to respond to the user was on average 20.5 days. Conclusions: only 11.5 % of dissatisfied patients who access the Healthcare User Attention Platform make use of the Health Claims Book. The most frequent causes of complaints are those related to management, mainly due to problems of delayed care and access to services.

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Resumen La mayoría de los servicios de salud han experimentado un aumento de los costos asociados a la atención de salud lo que ha llevado a adoptar medidas para optimizar la costo-efectividad de los servicios otorgados. Desde esa perspectiva surge la atención de salud basada en el valor. El concepto de "calidad en la atención de salud" se ha definido como el grado en el cual los servicios de salud aumentan la posibilidad de generar ciertos desenlaces en salud a los que se aspira. Los indicadores de calidad de clasifican en indicadores de estructura, de proceso, y de desenlace. Los indicadores de estructura se refieren a las características del sistema de salud o de la institución hospitalaria. Los indicadores de proceso se refieren a los que el proveedor de servicios de salud realiza para el proceso de atención en salud, mientras que los indicadores de desenlace se refieren a los resultados del proceso en el paciente. El objetivo de la presente revisión es proveer un marco conceptual para dar un contexto al concepto de indicadores de calidad en salud y el rol que estos juegan en cirugía oncológica de cabeza y cuello. Se debe aspirar a lograr un mayor cumplimiento de los indicadores de calidad en cirugía oncológica de cabeza y cuello, especialmente en instituciones terciarias de referencia. Aplicar indicadores de calidad en el manejo oncológico en cabeza y cuello permitiría mejorar tanto la percepción y satisfacción del usuario, como también mejorar resultados oncológicos en estos pacientes.

Abstract Most health services have experienced an increase in the costs associated with health care, which has led to the adoption of measures to optimize the cost-effectiveness of the services provided. From this perspective, the concept of value-based health care emerged. The concept of "quality in health care" has been defined as the degree to which health services increase the possibility of generating certain desired health outcomes. Quality indicators are classified into structure, process, and outcome indicators. The structure indicators refer to the characteristics of the health system or the hospital institution. Process indicators refer to those that the health service provider performs for the health care process, while outcome indicators refer to the results of the process in the patient. The objective of this review is to provide a conceptual framework to give a context to the concept of health quality indicators and the role they play in head and neck surgical oncology. The system should aspire to achieve greater compliance with quality indicators in head and neck cancer surgery, especially in referral tertiary institutions. Applying quality indicators in head and neck cancer management would improve both user perception and satisfaction, as well as improve oncological results in these patients.

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BACKGROUND: Many governments have introduced pay-for-performance programmes to incentivise health providers to improve quality of care. Evidence on whether these programmes reduce or exacerbate disparities in health care is scarce. In this study, we aimed to assess socioeconomic inequalities in the performance of family health teams under Brazil's National Programme for Improving Primary Care Access and Quality (PMAQ). METHODS: For this longitudinal study, we analysed data on the quality of care delivered by family health teams participating in PMAQ over three rounds of implementation: round 1 (November, 2011, to March, 2013), round 2 (April, 2013, to September, 2015), and round 3 (October, 2015, to December, 2019). The primary outcome was the percentage of the maximum performance score obtainable by family health teams (the PMAQ score), based on several hundred (ranging from 598 to 914) indicators of health-care delivery. Using census data on household income of local areas, we examined the PMAQ score by income ventile. We used ordinary least squares regressions to examine the association between PMAQ scores and the income of each local area across implementation rounds, and we did an analysis of variance to assess geographical variation in PMAQ score. FINDINGS: Of the 40 361 family health teams that were registered as ever participating in PMAQ, we included 13 934 teams that participated in the three rounds of PMAQ in our analysis. These teams were located in 11 472 census areas and served approximately 48 million people. The mean PMAQ score was 61·0% (median 61·8, IQR 55·3-67·9) in round 1, 55·3% (median 56·0, IQR 47·6-63·4) in round 2, and 61·6% (median 62·7, IQR 54·4-69·9) in round 3. In round 1, we observed a positive socioeconomic gradient, with the mean PMAQ score ranging from 56·6% in the poorest group to 64·1% in the richest group. Between rounds 1 and 3, mean PMAQ performance increased by 7·1 percentage points for the poorest group and decreased by 0·8 percentage points for the richest group (p<0·0001), with the gap between richest and poorest narrowing from 7·5 percentage points (95% CI 6·5 to 8·5) to -0·4 percentage points over the same period (-1·6 to 0·8). INTERPRETATION: Existing income inequalities in the delivery of primary health care were eliminated during the three rounds of PMAQ, plausibly due to a design feature of PMAQ that adjusted financial payments for socioeconomic inequalities. However, there remains an important policy agenda in Brazil to address the large inequities in health. FUNDING: UK Medical Research Council, Newton Fund, and CONFAP (Conselho Nacional das Fundações Estaduais de Amparo à Pesquisa).

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Objetivo: Analisar a importância dos registros de enfermagem no contexto avaliativo da auditoria. Método: Trata-se de uma revisão integrativa da literatura realizada nas bases de dados LILACS, MEDLINE e BDENF, por meio dos descritores Auditoria de Enfermagem; Auditoria Clínica; Registros de Enfermagem; Anotações de Enfermagem e Enfermagem. A busca foi realizada de 12 de janeiro a 26 de fevereiro de 2018 e selecionados 17 artigos que compõem o estudo. Resultados: a importância dos registros de enfermagem no contexto avaliativo da auditoria se dá pela investigação da qualidade do cuidado prestado por meio das evidências proporcionadas nos registro/anotações de enfermagem no portuário do paciente, evitar prejuízos na continuação do cuidado, intensificar sugestões de implantações de valores educacionais por meio da educação continuada e permanente, resgatar os valores econômicos perdidos por glosas em contas hospitalares e promover a melhoria da qualidade da assistência. Conclusão: foi possível verificar que, mesmo sendo uma prática que deva ser realizada com qualidade, o processo de auditora ainda encontra muita fragilidade nas informações encontradas nos diversos registros do profissional de enfermagem, o que acarreta grandes prejuízos.

Objective: To analyze the importance of nursing records in the evaluative context of the audit. Method: This is an integrative literature review performed in the LILACS, MEDLINE and BDENF databases using the descriptors Nursing Audit; Clinical audit; Nursing records; Nursing and Nursing Notes. The search was performed from January 12 to February 26, 2018, selecting a total of 17 articles. Results: the importance of nursing records in the evaluative context of the audit is due to the investigation of the quality of care provided through the evidence provided in the nursing records/annotations in the patient's chart, avoiding losses in the continuation of care, intensifying suggestions for implantation of nursing care, educational values through continuing and continuing education, recovering the economic values lost by disallowances in hospital bills and promoting the improvement of the quality of care. Conclusion: it was possible to verify that, even though it is a practice that should be performed with quality, the audit process still finds a lot of fragility in the information found in the various records of the nursing professional, which causes great losses.

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The study aimed to identify the association between coordination of care and quality of healthcare for women and children in primary healthcare in Brazil. A cross-sectional study was performed with data from 30,523 teams that participated in the Program for Improvement in Access and Quality of Basic Care (PMAQ) in 2013. Logistic regression was performed, in which the dependent variable was quality of healthcare for women and children and the independent variable was level of coordination of care. The multivariate analysis included variables that presented p < 0.05. The model's fit was assessed with the Hosmer-Lemeshow test. The study assessed the results of 28,056 teams that conducted activities in coordination and healthcare for women and children simultaneously. In Brazil, the largest percentage of teams displayed low levels of coordination (68.5%). The highest levels of coordination were found in stratum 6 (57.2%) and the lowest in stratum 1 (78.5%). Among the major geographic regions, the North of Brazil showed the highest percentage of teams with low coordination (89.1%), while the Southeast had the most teams with high coordination (37.6%). More than two-thirds (70.5%) of the teams showed low quality of care in women's health, while 63.5% showed high level of care in children's health. High level of coordination is associated with high quality of care both in women's health (OR = 11.85) and children's health (OR = 8.79). The predominance of low levels of coordination of care in Brazil and low quality of healthcare for women reflect the need for coordinated action in this area.

O objetivo foi identificar a associação do atributo coordenação do cuidado com a qualidade da assistência à saúde da mulher e da criança na atenção primária à saúde no Brasil. Foi realizado estudo transversal, baseado em dados de 30.523 equipes que participaram do Programa de Melhoria do Acesso e da Qualidade da Atenção Básica em 2013. Foi feita análise de regressão logística. A variável dependente foi o nível de qualidade da assistência à saúde da mulher e da criança, e a independente, o nível de coordenação do cuidado. A análise multivariada considerou variáveis que apresentaram p < 0,05. O ajuste do modelo foi realizado pelo teste de Hosmer-Lemeshow. Foram avaliados os resultados de 28.056 equipes que realizaram atividade de coordenação e de assistência à saúde da mulher e da criança simultaneamente. No Brasil, o maior percentual das equipes apresentou nível baixo de coordenação (68,5%). Os níveis mais altos de coordenação foram encontrados no estrato 6 (57,2%) e os mais baixos no estrato 1 (78,5%). Dentre as regiões, a Norte apresentou o maior percentual de equipes com baixo nível de coordenação (89,1%), e a Sudeste, o maior percentual com alto nível (37,6%). Para o nível de qualidade da assistência à saúde da mulher, 70,5% das equipes estava com baixo nível e, na saúde da criança, 63,5% com alto nível. Possuir alto nível de coordenação está associado a ter alto nível de qualidade da assistência, tanto na saúde da mulher (OR = 11,85) como na saúde da criança (OR = 8,79). Foi possível constatar um predomínio de baixos níveis de coordenação do cuidado no Brasil, bem como baixos níveis de qualidade da assistência à saúde da mulher, refletindo a necessidade de ações coordenadas nessa área.

El objetivo fue identificar la asociación del atributo coordinación del cuidado con la calidad de la asistencia a la salud de la mujer y del niño en la atención primaria a la salud en Brasil. Se realizó un estudio transversal, basado en datos de 30.523 equipos que participaron en el Programa de Mejora del Acceso y de la Calidad de la Atención Básica en 2013. Se realizó un análisis de regresión logística, la variable dependiente fue el nivel de calidad de la asistencia a la salud de la mujer y del niño, y la independiente el nivel de coordinación del cuidado. El análisis multivariado consideró variables que presentaron p < 0,05. El ajuste del modelo se realizó por el test de Hosmer-Lemeshow. Se evaluaron los resultados de 28.056 equipos que realizaron actividad de coordinación y de asistencia a la salud de la mujer y del niño simultáneamente. En Brasil, el mayor porcentaje de equipos presentó un nivel bajo de coordinación (68,5%). Los niveles más altos de coordinación se encontraron en el estrato 6 (57,2%) y los más bajos en el estrato 1 (78,5%). Entre las regiones el Norte presentó el mayor porcentaje de equipos con bajo nivel de coordinación (89,1%) y el Sudeste el mayor con alto nivel (37,6%). Para el nivel de calidad de la asistencia a la salud de la mujer un 70,5% de los equipos tenía bajo nivel, y en la salud del niño un 63,5% con alto nivel. Poseer un alto nivel de coordinación está asociado a tener un alto nivel de calidad de la asistencia, tanto en la salud de la mujer (OR = 11,85), como en la salud del niño (OR = 8,79). Fue posible constatar un predominio de bajos niveles de coordinación del cuidado, en Brasil, así como bajos niveles de calidad de la asistencia a la salud de la mujer, reflejando la necesidad de acciones coordinadas en esta área.

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INTRODUCTION: The promotion of a positive birth experience has been a main goal of the World Health Organization's (WHO) recent work on improving maternity care. The purpose of this study was to assess the cesarean rates, the prevalence of birth practices, perinatal outcomes, and maternal satisfaction, in women involved with the respectful maternity care (RMC) support groups in Sao Paulo, Brazil. METHODS: This was a cross-sectional study of women with low-risk pregnancies who were assisted by professionals recommended by the RMC groups. An online questionnaire was administered. Variables to assess birth practices were classified as positive, negative, or unspecified according to the WHO guidelines. The Pearson chi-square tests and odds ratios (ORs) with their corresponding 95% confidence intervals (CIs) were computed to assess differences between the groups. RESULTS: Five-hundred and eighty women completed the questionnaire. The cesarean rate was 14.7%, and the operative vaginal birth rate was 9.5%. The VBAC rate was 87.1%, and there was no significant difference in risk for cesarean between women with or without a prior cesarean. Of all women, 83.1% had a midwife's assistance and 75.5% hired a doula; 81.4% gave birth in a nonlithotomic position. The practices of enema, fasting and episiotomy were all under 2%. All 5-minute Apgar scores were ≥7. Most (83.1%) women reported having a positive birth experience. CONCLUSIONS: Woman's engagement with the birth support groups and a transdisciplinary team focused on RMC are key elements to achieve positive perinatal outcomes and high women's satisfaction.

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Objetivo: Identificar la frecuencia de síndromes geriátricos en una unidad de primer nivel de atención médica. Material y Métodos: Estudio descriptivo, observacional, prospectivo, transversal, realizado en 376 pacientes de primer nivel de atención. Se utilizaron las escalas de Yesavage y de Katz evaluando depresión y autonomía respectivamente. Para fines de este estudio se interrrogó la presencia de incontinencia urinaria, polifarmacia, trastornos del sueño y estado nutricional. Utilizamos estadística descriptiva. Resultados: 376 pacientes, 219 (58%) femeninos, 157 (42%) masculinos, edad promedio 72.57, mínima: 65, máxima: 95, desviación estándar: ± 7.08. Se observó por lo menos un síndrome en 371 (98.7%) pacientes. La depresión se detectó en 303 (80.9%), la polifarmacia se observó en 282 (75%), en cuanto a los trastornos del sueño se encontraron en 262 (69.7%), las caídas se encontraron en 63 (16.8%), la incontinencia urinaria en 19 (5.1%), en cuanto a la obesidad en 15 (4%) y de la pérdida de la autonomía en 3 (0.8%). Conclusión: El 98.7 % padecen por lo menos un síndrome geriátrico, el género femenino es el más afectado, el síndrome más frecuente es depresión, seguida de polifarmacia, trastorno del sueño, caídas, incontinencia urinaria, obesidad y pérdida de la autonomía (AU)

AIM: to identify the frequency of Geriatric syndromes in a Single First Level Medical Facility. Material and methods: observational, prospective, cross-sectional, study held in 376 patients from First Level Medical Facility. We usedYesavage and Katz scales to evaluate depression and autonomy respectively. For this purpose we interrogate: urinary incontinence, polypharmacy, sleep disturbances and nutritional status. Results: 376 patients, 219 female, 157 male, median age 72, SD 7.08, mínimun 65, maximum 95 years. From the total of patients 303 (80.9%) was in depresion, 282 (75%) with polypharmacy, 262 (69.7%) on sleep disturbances, 63 (16.8%) of the falling down was found it, 19 (5.1%) urinary incontinence, 15 (4%) under obesity, and 3 (0.8%) with loss of the autonomy. conclusions: Geriatric syndrome is presented in more than 90%, female are most affected and depression is the most common syndrome (AU)

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Resumen Este artículo identifica y analiza la relación entre la sustentabilidad financiera y la excelencia de la atención hospitalaria de la salud pública chilena. Los datos se obtienen directamente del Cuadro de Mando Integral de los 57 hospitales chilenos de mayor complejidad. Se realiza un análisis univariado, para determinar el comportamiento tendencial de los indicadores que componen las estrategias de sustentabilidad financiera y excelencia de la atención; luego un análisis bivariado para establecer asociaciones entre indicadores y variables relevantes, y analizar el funcionamiento de los establecimientos; y finalmente un análisis multivariado, donde se utiliza la técnica de análisis factorial confirmatoria. Demuestra que existe una relación negativa entre los resultados de ambas estrategias en estudio, por lo que se concluye que mejoras en los resultados de la sustentabilidad financiera no se traducen directamente en los resultados de excelencia de la atención hospitalaria, ya que no existe una canalización efectiva entre ambas estrategias.

Abstract Objective: To determine. This article identifies and analyzes the relationship between financial sustainability and the excellence of hospital care in Chilean public health. The data is obtained directly from the Balanced Scorecard of the 57 most complex Chilean hospitals. A univariate analysis is carried out to determine the trend behavior of the indicators that make up the strategies of financial sustainability and excellence of care; then a bivariate analysis to establish associations between indicators and relevant variables, and analyze the operation of the establishments; and finally a multivariate analysis, where the technique of confirmatory factor analysis is used. It shows that there is a negative relationship between the results of both strategies under study, so it is concluded that improvements in the results of financial sustainability do not translate directly into the results of excellence in hospital care, since there is no effective channeling between both strategies.

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PURPOSE: The purpose of this paper is to identify the lean production (LP) practices applied in healthcare supply chain and the existing barriers related to their implementation. DESIGN/METHODOLOGY/APPROACH: To achieve that, a scoping review was carried out in order to consolidate the main practices and barriers, and also to evidence research gaps and directions according to different theoretical lenses. FINDINGS: The findings show that there is a consensus on the potential of LP practices implementation in healthcare supply chain, but most studies still report such implementation restricted to specific unit or value stream within a hospital. ORIGINALITY/VALUE: Healthcare organizations are under constant pressure to reduce costs and wastes, while improving services and patient safety. Further, its supply chain usually presents great opportunities for improvement, both in terms of cost reduction and quality of care increase. In this sense, the adaptation of LP practices and principles has been widely accepted in healthcare. However, studies show that most implementations fall far short from their goals because they are done in a fragmented way, and not from a system-wide perspective.

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PURPOSE: The purpose of this paper is to evaluate the nonlinear impact of users' memories on their general evaluation of outpatient healthcare services by the integration of two methodologies: critical incidents technique (CIT) and penalty-reward contrast analysis (PRCA). DESIGN/METHODOLOGY/APPROACH: The authors carried out a survey with 356 respondents, users of seven outpatient clinics located in the city of Blumenau/SC, Brazil, during 2016. The participants were asked about their perceptions of positive and negative aspects of the service; and, using CIT, the answers were categorized according to the following dimensions: empathy, communication, facilities, access, promptness, medicines availability, complementary services, safety/confidentiality and service performance. Then, the authors evaluated the nonlinear impact of critical incidents on users' general evaluation of the service using the identified incidents as input variables in a PRCA. FINDINGS: The findings show that users of healthcare services tend to remember emotion and health aspects positively, while technical and formal aspects tend to be more negatively than positively remembered. On the other hand, PRCA identifies that incidents of three dimensions positively influence the overall perception of the service (empathy, complementary services and privacy) and five negatively (empathy, facilities, speed, drugs/pharmacy and health performance), explaining 26.3 percent of the variation in clients' general satisfaction. ORIGINALITY/VALUE: The present paper explores the integration of two methodologies, showing how we can use open listening to healthcare service users to identify the nonlinear impact of different incidents on their general evaluation of the service. The results show that what customers remember does not necessarily influence overall customer satisfaction. The present approach allows companies to improve the process of listening to customers. There are no other papers exploring this approach, particularly in relation to healthcare services.

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RESUMEN Objetivo Conocer el nivel de satisfacción de los usuarios en relación con los servicios prestados por las entidades del sector público de salud de Bogotá Método Estudio descriptivo de corte trasversal, en el cual se indagó a 12 573 usuarios y pacientes de 196 puntos de atención de las subredes de servicios de salud, la entidad administradora de planes de beneficios (Capital Salud EPS) y la entidad rectora del sistema de salud en Bogotá, acerca de aspectos relacionados con la calidad y satisfacción percibidas. Se diseñaron tres instrumentos con calificación entre 1 y 5, en los que puntajes de 4 y 5 representaron satisfacción. Resultados Se presentan en cinco categorías: 1. El resultado global de desempeño del sistema, entendido como la confianza que genera y el posicionamiento del mismo; 2. Si hay mejoras en la gestión en relación con el año anterior; 3. El nivel de adherencia a los tratamientos; 4. La intención de colaborar con el sistema, y; 5. La experiencia vivencial integral, como la suma de las interacciones durante el proceso de atención. Aunque se encuentran niveles de satisfacción aceptables, se identifican diversas oportunidades de mejoramiento. Discusión Se analiza la importancia y validez del estudio, se postulan algunas acciones de mejora y se recomienda la implementación sistemática de este tipo de estudios.(AU)

ABSTRACT Objective To know the user satisfaction level in relation to the services provided by the Bogotá Health Department and its affiliated institutions. Materials and Methods A descriptive, cross-sectional study was performed, in which 12 573 users and patients at 196 care points of the health services sub-networks, the benefits plan administration entity (Capital Salud EPS) and the governing entity of the Bogotá Health System were asked about aspects related to perceived quality and satisfaction. Results Five categories are presented: 1. overall performance result, understood as the confidence generated; 2. management improvements compared to the previous year; 3. level of adherence to treatments; 4. intention to cooperate with the system; and 5. comprehensive experience as the sum of the interactions during the care process. Although acceptable levels of satisfaction were found, improvement opportunities were also identified. Discussion The importance and validity of the study was analyzed. Some improvement actions are proposed, and the systematic implementation of this type of studies is recommended.(AU)

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OBJECTIVE: to evaluate the contribution of the implementation of the Humanitude Care Methodology to the quality of health care in a Continuing Care Unit. METHOD: an action-research study with a non-probability convenience sampling, involving 34 health professionals from one unit in Portugal. Data was collected through a questionnaire and an observation worksheet for the Structured Sequence of Humanitude Care Procedures. We used data content analysis with the Statistical Package for Social Science, version 17.0. RESULTS: health professionals demonstrated difficulties to provide care for people who are agitated, confused, disoriented, aggressive and who refuse care, and to communicate with patients who do not communicate verbally. The professionals valued the accomplishment of the stages of the observation worksheet. There were discrepancies between the perception of accomplishment and the actual practice. Throughout the implementation of the methodology, there was an increase in the practical application of the procedures, with positive repercussion for the patients and for the professionals. CONCLUSION: the results allowed to perceive the contribution of the process of implementation of the methodology, through the positive transformations in health care delivery.

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AIM: To determine the effectiveness of a case management model for approaching multi-pathological people in a health promoting entity of the contributory healthcare scheme in Bogotá, Colombia between 2018 - . DESIGN: Mixed methods research. METHOD: The study contemplates two components: a quantitative component using a quasi-experimental analytical design before and after longitudinal intervention to determine the effectiveness of the case management model and a qualitative descriptive design to understand the experience of the participants about the model. The Administrative Department of Science, Technology and Innovation of Colombia (Colciencias) funded this project by means of call 777-November 2017, under the financing agreement No. 848-December 2017. DISCUSSION: Addressing problems deriving from the structure of the Colombian healthcare system is crucial for implementing case management models. Furthermore, the effectiveness of such models may be affected by power relations and market failures, but the proved potential of a model may represent a generalized benefit for the Colombian health system. IMPACT: In Colombia, considering complications and management of chronic non-communicable diseases as isolated cases is considered as the highest cost events in healthcare provision, since an average of 12.8 million pesos is invested in each patient. This has led to rethink the management in these patients by means of a comprehensive model that guarantees the effectiveness of healthcare delivery, in the framework of a healthcare system heavily affected by payment capacity, where the market has a strong predominance, such as the case of Colombia. TRIAL REGISTRATION NUMBER: RPCEC00000293.

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During residency training, one of the tools residents learn to use is the electronic health record (EHR). The EHR contains up-to-date medical data that are crucial to the care of the patient; thus the provider must know what is pertinent, where to locate it, and how to efficiently document the data for ongoing communication of patient care. Because institutions may have different EHR vendors, EHR workflow study data are often obtained in single institutions, with a limited number of participants and specialties. Increasing our understanding of the subtleties of residents' EHR usage not only can help educators understand how residents use the EHR but also may provide information on another cognitive factor to assess residents' performance. This, however, will only occur when EHR skills are considered an important part of residency training and we ask our EHR vendors to help us develop validated electronic tools to assess EHR performance.

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Resumo: O objetivo foi identificar a associação do atributo coordenação do cuidado com a qualidade da assistência à saúde da mulher e da criança na atenção primária à saúde no Brasil. Foi realizado estudo transversal, baseado em dados de 30.523 equipes que participaram do Programa de Melhoria do Acesso e da Qualidade da Atenção Básica em 2013. Foi feita análise de regressão logística. A variável dependente foi o nível de qualidade da assistência à saúde da mulher e da criança, e a independente, o nível de coordenação do cuidado. A análise multivariada considerou variáveis que apresentaram p < 0,05. O ajuste do modelo foi realizado pelo teste de Hosmer-Lemeshow. Foram avaliados os resultados de 28.056 equipes que realizaram atividade de coordenação e de assistência à saúde da mulher e da criança simultaneamente. No Brasil, o maior percentual das equipes apresentou nível baixo de coordenação (68,5%). Os níveis mais altos de coordenação foram encontrados no estrato 6 (57,2%) e os mais baixos no estrato 1 (78,5%). Dentre as regiões, a Norte apresentou o maior percentual de equipes com baixo nível de coordenação (89,1%), e a Sudeste, o maior percentual com alto nível (37,6%). Para o nível de qualidade da assistência à saúde da mulher, 70,5% das equipes estava com baixo nível e, na saúde da criança, 63,5% com alto nível. Possuir alto nível de coordenação está associado a ter alto nível de qualidade da assistência, tanto na saúde da mulher (OR = 11,85) como na saúde da criança (OR = 8,79). Foi possível constatar um predomínio de baixos níveis de coordenação do cuidado no Brasil, bem como baixos níveis de qualidade da assistência à saúde da mulher, refletindo a necessidade de ações coordenadas nessa área.

Abstract: The study aimed to identify the association between coordination of care and quality of healthcare for women and children in primary healthcare in Brazil. A cross-sectional study was performed with data from 30,523 teams that participated in the Program for Improvement in Access and Quality of Basic Care (PMAQ) in 2013. Logistic regression was performed, in which the dependent variable was quality of healthcare for women and children and the independent variable was level of coordination of care. The multivariate analysis included variables that presented p < 0.05. The model's fit was assessed with the Hosmer-Lemeshow test. The study assessed the results of 28,056 teams that conducted activities in coordination and healthcare for women and children simultaneously. In Brazil, the largest percentage of teams displayed low levels of coordination (68.5%). The highest levels of coordination were found in stratum 6 (57.2%) and the lowest in stratum 1 (78.5%). Among the major geographic regions, the North of Brazil showed the highest percentage of teams with low coordination (89.1%), while the Southeast had the most teams with high coordination (37.6%). More than two-thirds (70.5%) of the teams showed low quality of care in women's health, while 63.5% showed high level of care in children's health. High level of coordination is associated with high quality of care both in women's health (OR = 11.85) and children's health (OR = 8.79). The predominance of low levels of coordination of care in Brazil and low quality of healthcare for women reflect the need for coordinated action in this area.

Resumen: El objetivo fue identificar la asociación del atributo coordinación del cuidado con la calidad de la asistencia a la salud de la mujer y del niño en la atención primaria a la salud en Brasil. Se realizó un estudio transversal, basado en datos de 30.523 equipos que participaron en el Programa de Mejora del Acceso y de la Calidad de la Atención Básica en 2013. Se realizó un análisis de regresión logística, la variable dependiente fue el nivel de calidad de la asistencia a la salud de la mujer y del niño, y la independiente el nivel de coordinación del cuidado. El análisis multivariado consideró variables que presentaron p < 0,05. El ajuste del modelo se realizó por el test de Hosmer-Lemeshow. Se evaluaron los resultados de 28.056 equipos que realizaron actividad de coordinación y de asistencia a la salud de la mujer y del niño simultáneamente. En Brasil, el mayor porcentaje de equipos presentó un nivel bajo de coordinación (68,5%). Los niveles más altos de coordinación se encontraron en el estrato 6 (57,2%) y los más bajos en el estrato 1 (78,5%). Entre las regiones el Norte presentó el mayor porcentaje de equipos con bajo nivel de coordinación (89,1%) y el Sudeste el mayor con alto nivel (37,6%). Para el nivel de calidad de la asistencia a la salud de la mujer un 70,5% de los equipos tenía bajo nivel, y en la salud del niño un 63,5% con alto nivel. Poseer un alto nivel de coordinación está asociado a tener un alto nivel de calidad de la asistencia, tanto en la salud de la mujer (OR = 11,85), como en la salud del niño (OR = 8,79). Fue posible constatar un predominio de bajos niveles de coordinación del cuidado, en Brasil, así como bajos niveles de calidad de la asistencia a la salud de la mujer, reflejando la necesidad de acciones coordinadas en esta área.

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ABSTRACT Objective: to measure the adherence to the objectives of the Safe Surgery Saves Lives Initiative in surgical centers from the perspective of nurses. Method: cross-sectional study, developed through an online survey via the Google Forms® platform. The study participants were 220 nurses from surgical centers in different regions of Brazil. The data were collected through a socio-professional characterization form and a questionnaire in which the participants indicated their level of agreement in relation to the fulfillment of the objectives of the Safe Surgery Saves Lives Initiative. Data analysis was performed using descriptive statistics. Results: objective 1, The team will operate on the correct patient at the correct site, presented the highest levels of total agreement (n = 144; 65.5%) and partial agreement (n = 52; 23.6%). Objective 10, Hospitals and the public health systems will establish routine surveillance of surgical capacity, volume and results, obtained the lowest percentages of total (n = 69, 31.4%) and partial agreement (n = 81, 36.8%). Conclusion: adherence to the objectives of the Initiative is adequate, but there are weaknesses, especially in relation to the prevention of never events.

RESUMO Objetivo: mensurar a adesão aos objetivos do Programa Cirurgias Seguras Salvam Vidas em centros cirúrgicos a partir da perspectiva de enfermeiros. Método: estudo transversal, desenvolvido por meio de um survey on-line via plataforma Google Forms ®. Os participantes da pesquisa foram 220 enfermeiros de centros cirúrgicos de diferentes regiões do Brasil. Os dados foram coletados por meio de uma ficha de caracterização socioprofissional e questionário em que os participantes indicavam seu nível de concordância em relação ao cumprimento dos objetivos do Programa Cirurgias Seguras Salvam Vidas. A análise dos dados foi realizada por meio de estatística descritiva. Resultados: o objetivo 1, operar o paciente certo e local cirúrgico certo, apresentou os maiores níveis de concordância total (n=144; 65,5%) e parcial (n=52; 23,6%). O objetivo 10, o hospital e os sistemas de saúde pública estabelecem vigilância de rotina sobre capacidade, volume e resultados cirúrgicos, obteve os menores percentuais de concordância total (n=69; 31,4%) e parcial (n=81; 36,8%). Conclusão: a adesão aos objetivos do Programa é adequada, mas há fragilidades especialmente em relação à prevenção de never events.

RESUMEN Objetivo: medir la adherencia a los objetivos del Programa Cirugías Seguras Salvan Vidas en centros quirúrgicos desde la perspectiva de enfermeros. Método: estudio transversal, desarrollado por medio de survey on-line vía plataforma Google Forms ®. Los participantes de la investigación fueron 220 enfermeros de centros quirúrgicos de diferentes regiones de Brasil. Los datos fueron recolectados por medio de una ficha de caracterización socioprofesional y cuestionario en que los participantes indicaban su nivel de concordancia en relación al cumplimiento de los objetivos del Programa Cirugías Seguras Salvan Vidas. El análisis de los datos fue realizado por medio de estadística descriptiva. Resultados: el objetivo 1, operar el paciente correcto y local quirúrgico cierto, presentó los mayores niveles de concordancia total (n=144, 65,5%) y parcial (n=52; 23,6%). El objetivo 10, el hospital y los sistemas de salud pública establecen vigilancia de rutina sobre capacidad, volumen y resultados quirúrgicos, obtuvo los menores porcentuales de concordancia total (n=69; 31,4%) y parcial (n=81; 36, 8%). Conclusión: la adherencia a los objetivos del Programa es adecuada, pero hay fragilidades especialmente en relación a la prevención de never events.

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