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Avaliação da satisfação dos usuários atendidos por serviço pré-hospitalar móvel de urgência Translated title: Evaluation of satisfaction of users assisted by prehospital mobile emergency care service

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      Abstract

      RESUMO O objetivo deste estudo foi avaliar a satisfação dos usuários atendidos pelo Serviço de Atendimento Móvel de Urgência do estado do Rio Grande do Norte. Trata-se de pesquisa transversal, analítica e quantitativa, realizada de janeiro a junho de 2016, com 384 usuários. Obteve-se satisfação na estrutura e no processo. O indicador de estrutura que gerou mais insatisfação foi o conforto das ambulâncias, e o de processo foi o tempo resposta. Conclui-se que os usuários, em sua maioria, estão satisfeitos com o serviço do estado, porém, pesquisas de satisfação dos usuários são sempre necessárias para o monitoramento constante desse serviço.

      Translated abstract

      ABSTRACT The aim of this study was to evaluate the satisfaction of the users assisted by the Mobile Emergency Care Service of the state of Rio Grande do Norte. It is a transversal, analytical and quantitative research, carried out from January to June of 2016, with 384 users. Satisfaction was obtained in structure and process. The indicator of structure that generated more dissatisfaction was the comfort of ambulances, and of the process was the response time. It is concluded that users are, mostly, satisfied with the state service, however, user satisfaction surveys are always necessary for the constant monitoring of this service.

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      Most cited references 23

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      Reassurance as a key outcome valued by emergency ambulance service users: a qualitative interview study.

      There is an increasing need to assess the performance of emergency ambulance services using measures other than the time taken for an ambulance to arrive on scene. In line with government policy, patients and carers can help to shape new measures of ambulance service performance.
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        Relações entre profissionais de saúde e usuários durante as práticas em saúde

        Apresenta-se uma revisão integrativa sobre estudos que abordam as relações entre profissionais de saúde e usuários durante as práticas em saúde. Objetivou-se identificar os aspectos pesquisados no cotidiano dos serviços acerca dessas relações. A coleta foi realizada nas bases Lilacs e Pubmed segundo os descritores: acolhimento; relações profissional-família; relações profissional-paciente; humanização da assistência; e a palavra 'vínculo' associada ao descritor Sistema Único de Saúde. Selecionaram-se 290 estudos publicados entre 1990 e 2010. Por meio da análise temática, foram criados cinco núcleos de sentido: a relevância da confiança na relação profissional-usuário; sentimentos e sentidos na prática do cuidado; a importância da comunicação nos serviços de saúde; modo de organização das práticas em saúde; e (des)colonialismo. Identificou-se que as relações estabelecidas nas práticas de saúde têm uma dimensão transformadora. No entanto, permanece o desafio de humanizar os serviços de saúde. A enfermagem se destaca na produção do conhecimento nessa temática.
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          Why do patients with ‘primary care sensitive’ problems access ambulance services? A systematic mapping review of the literature

          Objective Emergency ambulance use for problems that could be managed in primary care continues to rise owing to complex reasons that are poorly understood. The objective of this systematic review is to draw together published evidence across a variety of study methodologies and settings to gain a better understanding of why patients seek help from ambulance services for these problems. Design Systematic searches were undertaken across the MEDLINE, EMBASE, PsychINFO, CINAHL, Health Management Information Consortium and Health Management Information Service publication databases. Google Scholar, Web of Science, OpenSigle, EThOS and DART databases were also systematically searched for reports, proceedings, book chapters and theses, along with hand-searching of grey literature sources. Studies were included if they reported on findings examining patient, carer, health professional or service management interactions with ambulance services for primary care problems. All study methodologies and perspectives were of interest. Data were extracted, quality assessed and systematically mapped according to key findings through generation of an iterative framework. Results A total of 31 studies met inclusion criteria. Findings were summarised across 5 broad categories: factors associated with individual patients; actions of care-givers and bystanders; population-level factors; health infrastructure factors; challenges faced by health professionals. A number of subcategories were developed to explore these factors in more detail. Conclusions This review reports important factors that may impact on ambulance use for primary care problems across a global setting, including demographic measures associated with deprivation, minority status and individual social circumstances. Categorising ambulance calls for primary care problems as ‘inappropriate’ is context dependant and may be unhelpful. Potential implications for triage and risk management strategies are discussed.
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            Author and article information

            Affiliations
            Aracaju Sergipe orgnameUniversidade Federal de Sergipe Brazil rodrigoenf@ 123456yahoo.com.br
            Aracaju Sergipe orgnameUniversidade Federal de Sergipe Brazil daniele00@ 123456hotmail.com
            Natal Rio Grande do Norte orgnameUniversidade Federal do Rio Grande do Norte orgdiv1Departamento de Enfermagem Brazil jessicacristhy@ 123456gmail.com
            Natal Rio Grande do Norte orgnameUniversidade Federal do Rio Grande do Norte orgdiv1Departamento de Enfermagem Brazil
            Natal Rio Grande do Norte orgnameUniversidade Federal do Rio Grande do Norte orgdiv1Departamento de Enfermagem Brazil sara_iasd@ 123456hotmail.com
            Natal orgnameUniversidade Estácio de Sá Brazil sabrinagurgelsarm@ 123456outlook.com
            Contributors
            Role: ND
            Role: ND
            Role: ND
            Role: ND
            Role: ND
            Journal
            sdeb
            Saúde em Debate
            Saúde debate
            Centro Brasileiro de Estudos de Saúde (Rio de Janeiro, RJ, Brazil )
            0103-1104
            2358-2898
            March 2018
            : 42
            : 116
            : 191-202
            S0103-11042018000100191
            10.1590/0103-1104201811615

            This work is licensed under a Creative Commons Attribution 4.0 International License.

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            Figures: 0, Tables: 0, Equations: 0, References: 28, Pages: 12
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            Product Information: SciELO Brazil

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