Os usuários e a transição tecnológica no setor de saúde suplementar: estudo de caso de uma operadora de plano de saúde

• Autor(a) principal: Meneses, Consuelo Sampaio [UNIFESP]
• Data de Publicação: 2013
• Outros Autores: Cecilio, Luiz Carlos de Oliveira [UNIFESP], Andreazza, Rosemarie [UNIFESP], Araújo, Eliane Cardoso de [UNIFESP], Cuginotti, Aloísio Punhagui [UNIFESP], Chioro, Arthur [UNIFESP]
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Repositório Institucional da UNIFESP
• Texto Completo: http://dx.doi.org/10.1590/S1413-81232013000100007; http://repositorio.unifesp.br/handle/11600/7548
• topic: Health policy; planning and management; Supplemental healthcare services; Health management; Managed care programs; Case management; Organizational innovation; Políticas; Planejamento e administração em saúde; Saúde suplementar; Gestão em saúde; Programas de atenção gerenciada; Case management; Inovação organizacional

This paper presents the results obtained from qualitative research conducted with a group of users involved in Case Management, a program which was developed by a company of a medical group to provide healthcare for patients in situations of high vulnerability. The study sought to create a perspective in which the experience of the user, instead of representing merely additional or superimposed information upon the quality of services, is considered an inherent part of the arrangement under scrutiny, with the ability to highlight its internal qualities and contradictions. The results show how patients attribute high value to the healthcare they receive, with special emphasis on the bond that is created with the health team in charge, even when contact is only by telephone. Simultaneously, they are able to perceive the double-sided aspect presented by the regulation/assistance model found in the technological arrangement at issue, notably in relation to the prominent role played by the economic bias towards cost reduction - which lies in the forefront of its operationalization - and the final impact it has upon the final quality of healthcare.