Calidad en los servicios de salud desde los marcos de sentido de diferentes actores sociales en Colombia y Brasil / Quality of health-care according to social actors' frameworks of meaning in Colombia and Brazil

Objetivo Analizar los marcos de sentido en la definición de la calidad de un servicio de salud de los diversos actores sociales en Colombia y Brasil. Método Estudio cualitativo, descriptivo-interpretativo, mediante grupos focales y entrevistas individuales en dos municipios de Colombia y Brasil. Muestra teórica de agentes sociales, buscando variedad del discurso: a. Usuarios y líderes; b. Personal de salud y; c. Formuladores de políticas. Análisis de contenido, con generación mixta de categorías y segmentación de los datos por país, informantes y temas. Resultados Los marcos de sentido desde los cuales construyen la calidad de la atención, usuarios y personal de salud en ambos países, mostraron convergencias en torno a tres grandes ejes: adecuación de la estructura, nivel técnico y humanización de la atención. Presentaron, no obstante, matices diferenciadores: los usuarios de ambos países profundizan en aspectos estructurales y organizativos como disponibilidad y accesibilidad de recursos, y en aspectos técnicos, como resolutividad y calidad técnica. El personal de salud de Colombia y Brasil mostró similitudes, pero mientras los primeros destacaban más una administración ágil y tiempo de consulta mayor; los segundos, más disposición de personal especializado, materiales e insumos suficientes. Por su parte, el marco de sentido de los formuladores emergió del conjunto de normas legales. Conclusiones Los matices aportados por los distintos marcos de sentido de calidad de los actores sociales, indican la necesidad de tenerlos en cuenta en su totalidad, ya que apuntan a diferentes debilidades del sistema. Además, muestran que los usuarios profundizan más en aspectos técnicos del servicio de lo considerado habitualmente.

Objective To analyse social actors' frameworks of meaning regarding the definition of health-care quality in Colombia and Brazil. Method This was a descriptive, interpretative, qualitative study which used focus-groups and individual indepth interviews in two municipalities in Colombia and Brazil. The following social actors were theoretical sampled to represent the variety of views: users and leaders, health-care personnel and policy-makers. Content was analysed with mixed generation of categories and segmentation by country, actors and themes. Results The frameworks of meaning regarding health-care quality for users and health personnel in both countries revealed coincidences concerning three main topics: structural suitability, technical level and humanisation of care. However, they had differentiated meanings; users from both countries highlighted structural and organisational aspects, together with technical aspects such as resolution level and quality of care. Colombian and Brazilian health-care personnel shared some views but whilst the former highlighted non-bureaucratic and consultation time, the latter singled out the availability of specialised personnel, materials and equipment. Policy-makers' framework of meanings emerge from the legal framework. Conclusions Features provided by the social actors' frameworks of meaning indicated the need to take them all into consideration as they all pointed out different system weaknesses. They also showed that users valued technical quality more than is generally considered.

[Quality of health-care according to social actors' frameworks of meaning in Colombia and Brazil]. / Calidad en los servicios de salud desde los marcos de sentido de diferentes actores sociales en Colombia y Brasil.

OBJECTIVE: To analyse social actors' frameworks of meaning regarding the definition of health-care quality in Colombia and Brazil. METHOD: This was a descriptive, interpretative, qualitative study which used focus-groups and individual indepth interviews in two municipalities in Colombia and Brazil. The following social actors were theoretical sampled to represent the variety of views: users and leaders, health-care personnel and policy-makers. Content was analysed with mixed generation of categories and segmentation by country, actors and themes. RESULTS: The frameworks of meaning regarding health-care quality for users and health personnel in both countries revealed coincidences concerning three main topics: structural suitability, technical level and humanisation of care. However, they had differentiated meanings; users from both countries highlighted structural and organisational aspects, together with technical aspects such as resolution level and quality of care. Colombian and Brazilian health-care personnel shared some views but whilst the former highlighted non-bureaucratic and consultation time, the latter singled out the availability of specialised personnel, materials and equipment. Policy-makers' framework of meanings emerge from the legal framework. CONCLUSIONS: Features provided by the social actors' frameworks of meaning indicated the need to take them all into consideration as they all pointed out different system weaknesses. They also showed that users valued technical quality more than is generally considered.

[Integral health provision by two Catalonian health providing entities (Spain)]. / Integración Asistencial de Dos Organizaciones en Cataluña, España.

OBJECTIVE: Health policies aimed at promoting collaboration amongst providers have led to different initiatives, amongst them integrated healthcare delivery systems (IDS); these have been analysed mainly in the USA but hardly so in Colombia or Spain . This article thus analyses the experience of two IDS in Catalonia for identifying elements for improvement. METHODS: This was a case-study carried out via individual semi-structured interviews and analysing documents. Two IDS were selected; a sample of documents and reports providing information on analysis variables were selected for each case. Content was analysed via mixed categories and segmentation by cases and topics. RESULTS: Both IDS are health-care providing organisations presenting backward vertical integration, having total internal service production and virtual integration of ownership. BSA is funded by providing services whilst SSIBE relies on shareholding via capitation pilot test. Both have closely coordinated multiple managing bodies and have defined overall strategies orientated towards coordination and efficiency; they differ regarding implementation time. BSA has a divisional structure and SSIBE a functional one, organised by transversal areas. Clinical coordination is based on standardising processes and abilities, having few mechanisms for mutual adaptation and disparity in the number of instruments implemented. CONCLUSIONS: Both organisations presented enabling and hindering factors for clinical coordination which would need changes in internal and external components in order to improve overall efficiency and health care continuity.

Integración asistencial de dos organizaciones en Cataluña, España / Integral health provision by two Catalonian health providing entities ( Spain )

Objetivo: El objetivo es analizar la experiencia de dos redes integradas de servicios de salud (RISS ) en Cataluña para identificar elementos de mejora. Métodos: Estudio de casos, mediante análisis de documentos y entrevistas individuales semi-estructuradas. Se seleccionaron dos casos -RISS- y para cada caso, documentos e informantes que proporcionaran información sobre las dimensiones de análisis. Se realizó análisis de contenido con generación mixta de categorías y segmentación por casos y temas. Trabajo de campo en 2004. Resultados: Ambas son organizaciones sanitarias integradas verticalmente hacia atrás, con producción interna total de servicios e integración virtual en la propiedad. Mientras la financiación de BSA es por línea de servicio, SSIBE participa en la prueba piloto de financiación capitativa. Ambas disponen de un gobierno múltiple estrechamente coordinado y han definido estrategias globales orientadas a la coordinación y la eficiencia, con diferencias en cuanto a tiempo de desarrollo. Mientras BSA poseía una estructura divisional, la de SSIBE es funcional por ámbitos transversales. La coordinación asistencial se basa en la normalización de procesos y de habilidades, con escasos mecanismos de adaptación mutua y disparidad en el número de instrumentos implementados. Conclusiones: Ambas organizaciones presentan elementos favorables y desfavorables a la coordinación asistencial, que requerirían cambios en los ámbitos interno y externo, que conduzcan hacia la eficiencia y la continuidad asistencial.

Objective: Health policies aimed at promoting collaboration amongst providers have led to different initiatives, amongst them integrated healthcare delivery systems (IDS); these have been analysed mainly in the USA but hardly so in Colombia or Spain . This article thus analyses the experience of two IDS in Catalonia for identifying elements for improvement. Methods: This was a case-study carried out via individual semi-structured interviews and analysing documents. Two IDS were selected; a sample of documents and reports providing information on analysis variables were selected for each case. Content was analysed via mixed categories and segmentation by cases and topics. Results: Both IDS are health-care providing organisations presenting backward vertical integration, having total internal service production and virtual integration of ownership. BSA is funded by providing services whilst SSIBE relies on shareholding via capitation pilot test. Both have closely coordinated multiple managing bodies and have defined overall strategies orientated towards coordination and efficiency; they differ regarding implementation time. BSA has a divisional structure and SSIBE a functional one, organised by transversal areas. Clinical coordination is based on standardising processes and abilities, having few mechanisms for mutual adaptation and disparity in the number of instruments implemented. Conclusions: Both organisations presented enabling and hindering factors for clinical coordination which would need changes in internal and external components in order to improve overall efficiency and health care continuity.

Conocimientos, opiniones y experiencias con la aplicación de las políticas de participación en salud en Colombia / Knowledge, opinions and experience from applying health participation policy in Colombia

Objetivo: Analizar el conocimiento y opiniones sobre las políticas de participación en salud y la experiencia con los mecanismos de participación de usuarios, líderes comunitarios y personal de salud en Colombia. Método Entre 1999 y 2001 se realizó en los municipios Tulúa y Palmira, Colombia, una investigación exploratoria y descriptiva que combinó métodos cuantitativos, encuesta a una muestra de 1 497 usuarios, con métodos cualitativos, a través de grupos focales a 210 usuarios y 40 líderes y 36 entrevistas individuales semi-estructuradas a personal de salud. Se realizó un análisis descriptivo de los resultados de la encuesta, mediante el SPSS, y un análisis narrativo de contenido de los datos cualitativos, mediante el Ethnograph. Resultados La encuesta a los usuarios mostró un gran desconocimiento de la normatividad y los mecanismos de participación formal y un uso limitado de los mismos. Desconocimiento y cierto escepticismo sobre su eficacia se reflejó en el estudio cualitativo con usuarios, líderes y personal de salud. El personal del sector público mostraba un concepto más elaborado y refería una mayor implementación de mecanismos. Entre las dificultades para la implementación destacan carencia de recursos y de cultura participativa. Conclusiones Los resultados muestran un conocimiento y uso escaso de los mecanismos de participación social en salud, con predominio de los basados en el mercado. Se requiere importante una intervención en información y formación de la población y personal de salud para promover una participación real para el control social del sistema de salud.

Objective: Analysing knowledge and opinions regarding policies related to social participation in health and how user, community leader and health personnel participation mechanisms are used in Colombia. Methods An exploratory and descriptive study was carried out between 1999 and 2001 in the towns of Tuluá and Palmira in Colombia using a combination of research methods. A sample of 1,497 health care users were formally surveyed, a focus-group-based qualitative study was made of 210 users and 40 community leaders and 36 semi-structured individual interviews were conducted with health personnel. SPSS was used for a descriptive analysis of survey data and Ethnograph for narrative content analysis of qualitative data. Results The user survey results revealed a lack of knowledge regarding norms and mechanisms for social participation in health, as well as limited use. Limited knowledge and scepticism regarding its effectiveness was also reflected in the users, leaders and health personnel qualitative study results. Public sector personnel, however, displayed better knowledge and referred to greater implementation of participation mechanisms. Lack of both resources and a culture of participation were amongst the difficulties faced in implementing it. Conclusions The results indicated scarce knowledge and little use of social participation in health mechanisms (market-based ones predominating). Much greater investment in information and training the population and health system personnel is required as a first step towards promoting real social participation for social control of the health system.

[Knowledge, opinions and experience from applying health participation policy in Colombia]. / Conocimientos, opiniones y experiencias con la aplicación de las políticas de participación en salud en Colombia.

OBJECTIVE: Analysing knowledge and opinions regarding policies related to social participation in health and how user, community leader and health personnel participation mechanisms are used in Colombia. METHODS: An exploratory and descriptive study was carried out between 1999 and 2001 in the towns of Tuluá and Palmira in Colombia using a combination of research methods. A sample of 1,497 health care users were formally surveyed, a focus-group-based qualitative study was made of 210 users and 40 community leaders and 36 semi-structured individual interviews were conducted with health personnel. SPSS was used for a descriptive analysis of survey data and Ethnograph for narrative content analysis of qualitative data. RESULTS: The user survey results revealed a lack of knowledge regarding norms and mechanisms for social participation in health, as well as limited use. Limited knowledge and scepticism regarding its effectiveness was also reflected in the users, leaders and health personnel qualitative study results. Public sector personnel, however, displayed better knowledge and referred to greater implementation of participation mechanisms. Lack of both resources and a culture of participation were amongst the difficulties faced in implementing it. CONCLUSIONS: The results indicated scarce knowledge and little use of social participation in health mechanisms (market-based ones predominating). Much greater investment in information and training the population and health system personnel is required as a first step towards promoting real social participation for social control of the health system.