Inovação em serviços públicos: estudo de caso na secretaria municipal de saúde de Campina Grande
Autor(a) principal: | |
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Data de Publicação: | 2017 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Teses e Dissertações da UFPB |
Texto Completo: | https://repositorio.ufpb.br/jspui/handle/123456789/12564 |
Resumo: | Governments all around the world are always being pressured to suitably meet social demands that are increasingly more complex. The main challenge faced by the public sector consists of providing quality services with scarce resources and limited operational capacity. In Brazil, many are the problems faced by society, particularly the public health’s precarious condition, in a crisis situation. It is in this context that innovation has been a strategic factor to improve the quality of public services offered to citizens. This way, the main objective of this research is to analyze the factors that have influenced the innovation process of the services provided by Campina Grande’s Town Health Administration (Secretaria Municipal de Saúde de Campina Grande) is innovating in service providing. Specifically, the objective is to describe the innovations that took place; and to verify the conditioning factors that allowed them, as well as their barriers in the public sector. A case study was used as methodological approach. The data was collected via semi-structured interviews, direct observation, and document analysis. The data collected was treated via content analysis. The results showed that some actions taken by Campina Grande’s Town Health Administration can be classified as incremental innovations or innovations by recombination. Among the innovations by recombination are the Zika Virus Congenital Syndrome Specialized Ambulatory (Ambulatório Especializado em Síndrome Congênita do Vírus ZIKA), the CERAST, and the “Move, Campina” (“Mexe, Campina”) program. The incremental innovations include the decentralization of vesical probe exchange; the decentralized blood exam collection; and HyperDay at Home (HiperDia em Casa). Among the conditioning factors for the innovations executed by the Administration are the support of managers and leaders; staff training; crisis as an opportunity; public opinion; team effort; and knowledge and experiences exchange. Among the barriers to innovation the highlights are insufficient resources; laws and regulations; the economic crisis; political alternation; and strikes and socio-political barriers. Through the evidence, it was noticed that there are differences between the administrators’ and health service users’ perceptions that act as barriers and conditioning factors for innovation, apart from the preponderancy of Administrators’ Support and Professional Training as conditioning factors, as well as Insufficient Resources and Economic Crisis as barriers to innovation. As a research contribution, new conditioning factors were identified for those cited in the literature, such as knowledge and experiences exchange and the obstacles caused by constant strikes in the area. Besides, to the extent that the findings made possible a clearer comprehension of the characteristics the factors that influence the innovation process in the Heath Administration, there is an expectation that possible problems related to the barriers to be adjusted and for the innovation condition factors to be mobilized to achieve the proposed goals and improve public health services. Lastly, the results can also be useful for other instances of the public sector in developing actions aiming to innovate and help overcome obstacles in this process. |
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Inovação em serviços públicos: estudo de caso na secretaria municipal de saúde de Campina GrandeInovação em serviçosInovação no setor públicoBarreiras e condicionantes da inovaçãoService innovationInnovation in the public sectorInnovation barriers and conditioning factorsCNPQ::CIENCIAS HUMANAS::EDUCACAOGovernments all around the world are always being pressured to suitably meet social demands that are increasingly more complex. The main challenge faced by the public sector consists of providing quality services with scarce resources and limited operational capacity. In Brazil, many are the problems faced by society, particularly the public health’s precarious condition, in a crisis situation. It is in this context that innovation has been a strategic factor to improve the quality of public services offered to citizens. This way, the main objective of this research is to analyze the factors that have influenced the innovation process of the services provided by Campina Grande’s Town Health Administration (Secretaria Municipal de Saúde de Campina Grande) is innovating in service providing. Specifically, the objective is to describe the innovations that took place; and to verify the conditioning factors that allowed them, as well as their barriers in the public sector. A case study was used as methodological approach. The data was collected via semi-structured interviews, direct observation, and document analysis. The data collected was treated via content analysis. The results showed that some actions taken by Campina Grande’s Town Health Administration can be classified as incremental innovations or innovations by recombination. Among the innovations by recombination are the Zika Virus Congenital Syndrome Specialized Ambulatory (Ambulatório Especializado em Síndrome Congênita do Vírus ZIKA), the CERAST, and the “Move, Campina” (“Mexe, Campina”) program. The incremental innovations include the decentralization of vesical probe exchange; the decentralized blood exam collection; and HyperDay at Home (HiperDia em Casa). Among the conditioning factors for the innovations executed by the Administration are the support of managers and leaders; staff training; crisis as an opportunity; public opinion; team effort; and knowledge and experiences exchange. Among the barriers to innovation the highlights are insufficient resources; laws and regulations; the economic crisis; political alternation; and strikes and socio-political barriers. Through the evidence, it was noticed that there are differences between the administrators’ and health service users’ perceptions that act as barriers and conditioning factors for innovation, apart from the preponderancy of Administrators’ Support and Professional Training as conditioning factors, as well as Insufficient Resources and Economic Crisis as barriers to innovation. As a research contribution, new conditioning factors were identified for those cited in the literature, such as knowledge and experiences exchange and the obstacles caused by constant strikes in the area. Besides, to the extent that the findings made possible a clearer comprehension of the characteristics the factors that influence the innovation process in the Heath Administration, there is an expectation that possible problems related to the barriers to be adjusted and for the innovation condition factors to be mobilized to achieve the proposed goals and improve public health services. Lastly, the results can also be useful for other instances of the public sector in developing actions aiming to innovate and help overcome obstacles in this process.NenhumaOs Governos no mundo todo estão constantemente sendo pressionados para atender adequadamente às demandas sociais, que se torna a cada dia mais complexas. O principal desafio enfrentado pelo setor público consiste em fornecer serviços de qualidade com recursos escassos e capacidade operacional limitada. No Brasil, vários são os problemas enfrentados pela sociedade, destacando-se a precariedade da saúde pública, que tem passado por uma situação de crise. É neste contexto que a inovação tem sido considerada como um fator estratégico para melhorar a qualidade dos serviços públicos para os cidadãos. Desta forma, o objetivo geral desta pesquisa consiste em analisar os fatores que têm influenciado o processo de inovação dos serviços prestados pela Secretaria Municipal de Saúde de Campina Grande. Especificamente, buscou-se caracterizar as inovações realizadas; verificar quais os condicionantes que as proporcionaram e identificar as barreiras a elas existentes no setor público. Como estratégia metodológica, foi utilizado o estudo de caso. A coleta de dados se deu através de entrevistas semiestruturadas, observação direta e análise de documentos. Os dados coletados foram tratados mediante análise de conteúdo. Os resultados evidenciaram que algumas ações realizadas pela Secretaria Municipal de Saúde de Campina Grande podem ser classificadas como inovações incrementais e inovações por recombinação. Entre as inovações por recombinação estão o Ambulatório Especializado em Síndrome Congênita do Vírus ZIKA, o CERAST e o programa “Mexe, Campina”. As inovações incrementais incluíram a descentralização da troca de sonda vesical; a coleta descentralizada de exames de sangue e o HiperDia em Casa. Entre os condicionantes para as inovações realizadas pela Secretaria, notam-se o apoio dos gestores e líderes; a alternância política; a capacitação de pessoal; a crise como oportunidade; a opinião popular; o trabalho em equipe e a troca conhecimentos e experiências. No que se refere às barreiras à inovação, destacam-se os entraves causados pela insuficiência de recursos; as leis e regulamentações; a crise econômica; a alternância política; as greves e as barreiras sociais e políticas. Por meio das evidências, verificou-se que existem diferenças entre as percepções dos gestores e os usuários dos serviços de saúde quanto aos fatores que têm atuado como barreiras e condicionantes da inovação, além da preponderância do Apoio aos Gestores e à Capacitação Profissional como condicionantes, bem como da Insuficiência de recursos e da Crise econômica como barreiras à inovação. Como contribuição da pesquisa, identificaram-se novos fatores condicionantes àqueles citados na literatura, como a troca de conhecimentos e experiências, e os entraves causados pelas constantes greves no setor. Além disso, na medida em que os achados possibilitaram uma compreensão mais clara das características dos fatores que influenciam o processo de inovação na Secretária de Saúde, há a expectativa de que eventuais problemas relacionados às barreiras sejam ajustados e que os condicionantes da inovação sejam mobilizados para alcançar as metas pretendidas e melhorar a qualidade dos serviços de saúde pública. Por fim, os resultados também podem ser úteis a outros órgãos do setor público no desenvolvimento de ações que conduzam à inovação e ajudem a superar os obstáculos desse processo.Universidade Federal da ParaíbaBrasilEducaçãoPrograma de Pós-Graduação em Mestrado em Gestão de Organizações AprendentesUFPBMachado, André Gustavo Carvalhohttp://lattes.cnpq.br/3894844400984964Gomes, Camilla Alves2018-12-11T18:41:48Z2018-12-112018-12-11T18:41:48Z2017-02-09info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesishttps://repositorio.ufpb.br/jspui/handle/123456789/12564porAttribution-NoDerivs 3.0 Brazilhttp://creativecommons.org/licenses/by-nd/3.0/br/info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da UFPBinstname:Universidade Federal da Paraíba (UFPB)instacron:UFPB2018-12-11T18:41:48Zoai:repositorio.ufpb.br:123456789/12564Biblioteca Digital de Teses e Dissertaçõeshttps://repositorio.ufpb.br/PUBhttp://tede.biblioteca.ufpb.br:8080/oai/requestdiretoria@ufpb.br|| diretoria@ufpb.bropendoar:2018-12-11T18:41:48Biblioteca Digital de Teses e Dissertações da UFPB - Universidade Federal da Paraíba (UFPB)false |
dc.title.none.fl_str_mv |
Inovação em serviços públicos: estudo de caso na secretaria municipal de saúde de Campina Grande |
title |
Inovação em serviços públicos: estudo de caso na secretaria municipal de saúde de Campina Grande |
spellingShingle |
Inovação em serviços públicos: estudo de caso na secretaria municipal de saúde de Campina Grande Gomes, Camilla Alves Inovação em serviços Inovação no setor público Barreiras e condicionantes da inovação Service innovation Innovation in the public sector Innovation barriers and conditioning factors CNPQ::CIENCIAS HUMANAS::EDUCACAO |
title_short |
Inovação em serviços públicos: estudo de caso na secretaria municipal de saúde de Campina Grande |
title_full |
Inovação em serviços públicos: estudo de caso na secretaria municipal de saúde de Campina Grande |
title_fullStr |
Inovação em serviços públicos: estudo de caso na secretaria municipal de saúde de Campina Grande |
title_full_unstemmed |
Inovação em serviços públicos: estudo de caso na secretaria municipal de saúde de Campina Grande |
title_sort |
Inovação em serviços públicos: estudo de caso na secretaria municipal de saúde de Campina Grande |
author |
Gomes, Camilla Alves |
author_facet |
Gomes, Camilla Alves |
author_role |
author |
dc.contributor.none.fl_str_mv |
Machado, André Gustavo Carvalho http://lattes.cnpq.br/3894844400984964 |
dc.contributor.author.fl_str_mv |
Gomes, Camilla Alves |
dc.subject.por.fl_str_mv |
Inovação em serviços Inovação no setor público Barreiras e condicionantes da inovação Service innovation Innovation in the public sector Innovation barriers and conditioning factors CNPQ::CIENCIAS HUMANAS::EDUCACAO |
topic |
Inovação em serviços Inovação no setor público Barreiras e condicionantes da inovação Service innovation Innovation in the public sector Innovation barriers and conditioning factors CNPQ::CIENCIAS HUMANAS::EDUCACAO |
description |
Governments all around the world are always being pressured to suitably meet social demands that are increasingly more complex. The main challenge faced by the public sector consists of providing quality services with scarce resources and limited operational capacity. In Brazil, many are the problems faced by society, particularly the public health’s precarious condition, in a crisis situation. It is in this context that innovation has been a strategic factor to improve the quality of public services offered to citizens. This way, the main objective of this research is to analyze the factors that have influenced the innovation process of the services provided by Campina Grande’s Town Health Administration (Secretaria Municipal de Saúde de Campina Grande) is innovating in service providing. Specifically, the objective is to describe the innovations that took place; and to verify the conditioning factors that allowed them, as well as their barriers in the public sector. A case study was used as methodological approach. The data was collected via semi-structured interviews, direct observation, and document analysis. The data collected was treated via content analysis. The results showed that some actions taken by Campina Grande’s Town Health Administration can be classified as incremental innovations or innovations by recombination. Among the innovations by recombination are the Zika Virus Congenital Syndrome Specialized Ambulatory (Ambulatório Especializado em Síndrome Congênita do Vírus ZIKA), the CERAST, and the “Move, Campina” (“Mexe, Campina”) program. The incremental innovations include the decentralization of vesical probe exchange; the decentralized blood exam collection; and HyperDay at Home (HiperDia em Casa). Among the conditioning factors for the innovations executed by the Administration are the support of managers and leaders; staff training; crisis as an opportunity; public opinion; team effort; and knowledge and experiences exchange. Among the barriers to innovation the highlights are insufficient resources; laws and regulations; the economic crisis; political alternation; and strikes and socio-political barriers. Through the evidence, it was noticed that there are differences between the administrators’ and health service users’ perceptions that act as barriers and conditioning factors for innovation, apart from the preponderancy of Administrators’ Support and Professional Training as conditioning factors, as well as Insufficient Resources and Economic Crisis as barriers to innovation. As a research contribution, new conditioning factors were identified for those cited in the literature, such as knowledge and experiences exchange and the obstacles caused by constant strikes in the area. Besides, to the extent that the findings made possible a clearer comprehension of the characteristics the factors that influence the innovation process in the Heath Administration, there is an expectation that possible problems related to the barriers to be adjusted and for the innovation condition factors to be mobilized to achieve the proposed goals and improve public health services. Lastly, the results can also be useful for other instances of the public sector in developing actions aiming to innovate and help overcome obstacles in this process. |
publishDate |
2017 |
dc.date.none.fl_str_mv |
2017-02-09 2018-12-11T18:41:48Z 2018-12-11 2018-12-11T18:41:48Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
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https://repositorio.ufpb.br/jspui/handle/123456789/12564 |
url |
https://repositorio.ufpb.br/jspui/handle/123456789/12564 |
dc.language.iso.fl_str_mv |
por |
language |
por |
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Attribution-NoDerivs 3.0 Brazil http://creativecommons.org/licenses/by-nd/3.0/br/ info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Attribution-NoDerivs 3.0 Brazil http://creativecommons.org/licenses/by-nd/3.0/br/ |
eu_rights_str_mv |
openAccess |
dc.publisher.none.fl_str_mv |
Universidade Federal da Paraíba Brasil Educação Programa de Pós-Graduação em Mestrado em Gestão de Organizações Aprendentes UFPB |
publisher.none.fl_str_mv |
Universidade Federal da Paraíba Brasil Educação Programa de Pós-Graduação em Mestrado em Gestão de Organizações Aprendentes UFPB |
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Universidade Federal da Paraíba (UFPB) |
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UFPB |
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UFPB |
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Biblioteca Digital de Teses e Dissertações da UFPB |
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Biblioteca Digital de Teses e Dissertações da UFPB |
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Biblioteca Digital de Teses e Dissertações da UFPB - Universidade Federal da Paraíba (UFPB) |
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diretoria@ufpb.br|| diretoria@ufpb.br |
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