Avaliação da prática não humanizada em um hospital universitário, segundo demandas registradas pela ouvidoria
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Data
2017-06-21
Autores
Soares, Ana Claudia Camargo [UNESP]
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Universidade Estadual Paulista (Unesp)
Resumo
O termo “Humanização” tem sido constantemente empregado no âmbito da saúde e visa recuperar a dimensão essencial do cuidado e a relação entre humanos. Para viabilizar a implantação desse cuidado nos serviços de saúde foi criada pelo Sistema Único de Saúde – SUS - a Política Nacional de Humanização - PNH. A maneira como as atividades de um hospital são desenvolvidas, bem como a forma como os recursos humanos e materiais disponíveis são geridos e aplicados à prestação dos serviços influencia diretamente no atendimento à referida política, tornando-se extremamente relevante para a qualidade dos serviços prestados. Considerando a relevância do assunto e com anseio de avaliar se as práticas de um hospital atendem ao preconizado pela PNH foi desenvolvido o presente trabalho. Trata-se de um estudo quanti-qualitativo que aborda uma avaliação das atividades desenvolvidas pelo Hospital das Clínicas da Faculdade de Medicina de Botucatu (HCFMB) sob a perspectiva dos usuários que registraram demandas na ouvidoria do HCFMB, tendo a PNH como referencial conceitual. Por meio de análise quantitativa das demandas registradas, complementada com a análise subjetiva do sentimento expressado pelos usuários através da descrição do ocorrido, foi realizado um diagnóstico situacional dessas demandas, identificando os principais motivos que caracterizam as práticas não humanizadas reportadas à ouvidoria, bem como os locais onde essas práticas ocorrem com maior frequência. A análise dos dados permitiu que fossem identificadas as principais causas das intercorrências, bem como o nível de governabilidade dos atores envolvidos sob elas, segundo proposto por MATUS; o grupo ao qual são atribuídos os problemas identificados, baseando-se na tríade de avaliação em saúde de DONABEDIAN; além das diretrizes da PNH que estão sendo violadas pela ausência da prática humanizada em determinadas atividades do HCFMB. Constatou-se que as demandas registradas na ouvidoria representam práticas desenvolvidas pelo HCFMB de maneira não humanizadas, provenientes de questões atreladas principalmente à gestão, causadas em sua maioria por acumulações sob as quais o ator envolvido possui influência, representando problemas atribuídos à estrutura da instituição, constituída pelos recursos humanos e materiais disponíveis, bem como pela sua organização administrativa; e tendo o acolhimento como a principal diretriz violada. Diante deste contexto, torna-se necessária a reorganização de determinadas atividades e desenvolvimento de programas de educação continuada aos profissionais, visando intensificar o desenvolvimento de práticas que atendam ao preconizado pela PNH.
The term "Humanization" has been used systematically in aims of health and the goal is to recover an essential dimension of care and a relationship between human beings. To enable the implementation of care with health services for the Sistema Único de Saúde – SUS - the Política Nacional de Humanização - PNH. The way a hospital's activities are developed, as well as how the available human and material resources are managed and applied to the provision of services directly influence on accomplishment to these standards, it has become very important for the quality of services provided. Considering the relevance of the subject and with the wish to evaluate if the practices of a hospital attend to recommended by the PNH, the present work was developed. This is a quantitative-qualitative study that addresses an evaluation of the activities developed by the Hospital das Clínicas da Faculdade de Medicina de Botucatu (HCFMB) from the perspective of users who registered demands in the ombudsman's office of HCFMB, having a PNH as a conceptual reference. Through a quantitative analysis of the recorded demands, complemented with a subjective analysis of the feeling expressed by users through of a description of the occurrence, a situational diagnosis of these demands was carried out, identifying the main reasons that characterize the non-humanized practices reported to the ombudsman's office as well as the places where these practices occur more frequently. The analysis of the data allowed them to be identified as the main causes of the intercurrences, as well as the level of governability of the actors involved in these, according to MATUS proposal; the group to which are attributed the identified problems, Based on the on triad of health evaluation of the DONABEDIAN; besides the guidelines of the HNP that are being violated by the absence of the humanized practice in certain activities of the HCFMB. It was found that the demands registered in the ombudsman's office represent practices developed by HCFMB in a non-humanized way, arising from the questions related to management, caused mostly by accumulations under which the actor involved has influence, representing problems attributed to the structure of the institution, made up of available human and material resources, as well as its administrative organization; And having the host as the main guideline violated. Against this context, it is necessary to reorganize certain activities and develop continuing education programs for professionals, aiming to intensify the development of practices that meet the requirements by PNH.
The term "Humanization" has been used systematically in aims of health and the goal is to recover an essential dimension of care and a relationship between human beings. To enable the implementation of care with health services for the Sistema Único de Saúde – SUS - the Política Nacional de Humanização - PNH. The way a hospital's activities are developed, as well as how the available human and material resources are managed and applied to the provision of services directly influence on accomplishment to these standards, it has become very important for the quality of services provided. Considering the relevance of the subject and with the wish to evaluate if the practices of a hospital attend to recommended by the PNH, the present work was developed. This is a quantitative-qualitative study that addresses an evaluation of the activities developed by the Hospital das Clínicas da Faculdade de Medicina de Botucatu (HCFMB) from the perspective of users who registered demands in the ombudsman's office of HCFMB, having a PNH as a conceptual reference. Through a quantitative analysis of the recorded demands, complemented with a subjective analysis of the feeling expressed by users through of a description of the occurrence, a situational diagnosis of these demands was carried out, identifying the main reasons that characterize the non-humanized practices reported to the ombudsman's office as well as the places where these practices occur more frequently. The analysis of the data allowed them to be identified as the main causes of the intercurrences, as well as the level of governability of the actors involved in these, according to MATUS proposal; the group to which are attributed the identified problems, Based on the on triad of health evaluation of the DONABEDIAN; besides the guidelines of the HNP that are being violated by the absence of the humanized practice in certain activities of the HCFMB. It was found that the demands registered in the ombudsman's office represent practices developed by HCFMB in a non-humanized way, arising from the questions related to management, caused mostly by accumulations under which the actor involved has influence, representing problems attributed to the structure of the institution, made up of available human and material resources, as well as its administrative organization; And having the host as the main guideline violated. Against this context, it is necessary to reorganize certain activities and develop continuing education programs for professionals, aiming to intensify the development of practices that meet the requirements by PNH.
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Palavras-chave
Humanização na assistência, Avaliação em saúde, Defesa do paciente, Ouvidoria, Humanization in care, Health evaluation, Patient advocacy, Ombudsman