1388/2011 - Os usuários e a transição tecnológica no setor de saúde suplementar: estudo de caso de uma operadora de plano de saúde Users and the technological transition in the supplemental health sector: case study of a health plan company - Reapresentação Artigo 0531/2011
O artigo apresenta os resultados de investigação realizada junto a usuários do case management, programa desenvolvido por uma empresa de medicina de grupo para o cuidado de pacientes vivendo situação de alta vulnerabilidade. Buscou-se construir uma perspectiva na qual a experiência do usuário, ao invés de representar apenas uma informação adicional ou superposta à qualidade dos serviços, é considerada parte indissociável do arranjo estudado, com potência para iluminar qualidades e contradições internas. Os resultados mostram como os pacientes dão alto valor aos cuidados recebidos, com especial ênfase no vínculo criado com a equipe responsável, mesmo que apenas por via telefônica. Ao mesmo tempo, conseguem perceber a dupla face regulação/modelo assistencial presente no arranjo tecnológico estudado, sobretudo o quanto o forte viés econômico de redução de custo que preside sua operacionalização impacta na qualidade final do cuidado.
Palavras-chave:
Políticas, Planejamento e Administração em Saúde; Saúde Suplementar
Saúde Suplementar
Gestão em Saúde
Programas de Atenção Gerenciada
Inovação Organizacional
Abstract:
The paper presents the results obtained from a qualitative research performed in a group of users involved in the case management program, which was developed by a group medicine company to provide health care for patients experiencing a high vulnerability situation. The study was aimed at featuring how the experience faced by the users can be employed as an outstanding operative as well as evaluative program component by highlighting its qualities and internal contradictions. The results show how patients ascribe a high value to the health care they receive, with special emphasis to the connection that is created along the health team in charge, even when contact is only made by telephone. In addition, and at the same time, they are able to perceive the double feature presented by the regulation/assistance model found in the technological arrangement at issue, notably in relation to the prominent role played by economy towards cost reduction – which lies in the forefront of its operationalization – for the final quality of health care.
Keywords:
Healthy Policy, Planning and Management
Marketing of Health Services
Health Management
Managed Care Programs
Organizational Innovation
Users and the technological transition in the supplemental health sector: case study of a health plan company - Reapresentação Artigo 0531/2011
Resumo (abstract):
The paper presents the results obtained from a qualitative research performed in a group of users involved in the case management program, which was developed by a group medicine company to provide health care for patients experiencing a high vulnerability situation. The study was aimed at featuring how the experience faced by the users can be employed as an outstanding operative as well as evaluative program component by highlighting its qualities and internal contradictions. The results show how patients ascribe a high value to the health care they receive, with special emphasis to the connection that is created along the health team in charge, even when contact is only made by telephone. In addition, and at the same time, they are able to perceive the double feature presented by the regulation/assistance model found in the technological arrangement at issue, notably in relation to the prominent role played by economy towards cost reduction – which lies in the forefront of its operationalization – for the final quality of health care.
Palavras-chave (keywords):
Healthy Policy, Planning and Management
Marketing of Health Services
Health Management
Managed Care Programs
Organizational Innovation
Meneses, C.S., Cuginotti AP, Chioro, A., Eliane Cardoso de Araújo, Andreazza, R, Cecilio,L.C.O.. Os usuários e a transição tecnológica no setor de saúde suplementar: estudo de caso de uma operadora de plano de saúde. Cien Saude Colet [periódico na internet] (2011/Set). [Citado em 06/10/2024].
Está disponível em: http://cienciaesaudecoletiva.com.br/artigos/os-usuarios-e-a-transicao-tecnologica-no-setor-de-saude-suplementar-estudo-de-caso-de-uma-operadora-de-plano-de-saude/8560?id=8560&id=8560
