Avaliação da qualidade do serviço da Uti Neonatal do Hospital Universitário de Santa Maria

Abstract

The intensive care units are highlighted in the hospital context, with great relevance in the recovery and prevention of health problems of individuals who need intensive care. The hospitalization of a child in the Neonatal Intensive Care Unit (NICU) is an experience that can generate complex and diverse emotional consequences for the family, especially for the parents of the newborn. This study aimed to evaluate the quality of the service of the NICU of the University Hospital of Santa Maria and to propose improvements to the service. This is a descriptive field research, with a qualitative approach, of the case study type, whose study setting was the NICU of the aforementioned public hospital. Participated in this study 17 family members and 11 professionals who work in this service, among which we can mention: doctors, nursing team, physiotherapy, speech therapy, secretary and hygiene team. The number of participants was determined using the data saturation criterion. Data collection was carried out through a semi-structured interview, with a previously prepared script, based on the SERVPERF model. The treatment of the material produced in the interviews was analyzed using the content analysis technique. All ethical aspects were respected according to Resolution No. 510/16 of the National Health Council. This study was approved by the Research Ethics Committee of the Federal University of Santa Maria, under CAAE nº 50719821.1.0000.5346. The data found were organized into two major categories, which are the evaluation of the quality of the service for the servers, divided into themes such as: structural quality of the service, understanding of the service and the process of interaction between family, managers and staff and; evaluation of service quality from the perspective of family members, which is divided into the themes of physical and structural aspects of the service, reliability in the service, agility in service demands, knowledge and security in the servers and individuality of care. It is understood that the results of this study can contribute to the care provided to newborns hospitalized in intensive care units, where it was identified that the service has good quality. The family members' suggestions include hiring more professionals in cases of overcrowding, a group of parents for psychological support with graduates, improving the infrastructure of the waiting room and building a human milk bank. The servers point out the need for care based on a singular therapeutic plan, with multidisciplinary care activities, through the articulation and integration of various knowledge and practices, capable of producing common interventions, thus collaborating with the improvement of the assistance provided.