[The social representations of the process of choosing leaders in the perspective of the nursing team]. / Representações sociais do processo de escolha de chefias na perspectiva da equipe de enfermagem.

This exploratory-descriptive, qualitative study was performed with the objective to analyze the social representation of the process of choosing leaders among nursing workers of a university hospital. The information was obtained through free word association and open interviews. For the purposes of this study, thematic content analysis was performed, guided by the Social Representations Theory. Through this focus the following category emerged: division of the nursing team - the input and output of the process of choosing leaders. The category consists of a crystallization of the social representation of the subject, anchored in elements related to leadership, impartiality, change, knowledge, trust and humanization. The idea of leadership is highlighted as inducing a movement in the division of the team as it is associated with the process of choosing leaders for an environment of communication, suitable for integrating the team and recognizing potential leaders.

[Solid healthcare waste: a snapshot of the commitment of the nursing staff]. / Resíduos sólidos de serviços de saúde: uma fotografia do comprometimento da equipe de enfermagem.

This work investigated knowledges and attitudes of nurses from the staff of Hospital de Clínicas de Porto Alegre (HCPA), Rio Grande do Sul, Brazil, on solid healthcare waste (SHCW). This is an exploratory descriptive research with a qualitative approach. The data were obtained from semi-structured interviews applied to 24 nurses from the staff. Content analysis was used to categorize the data. Four categories were identified: Meaning of the phrase solid healthcare waste; Separation of solid healthcare waste; Realization of the course/knowledge; and Professionals who do not separate. Results confirmed the importance to treat this issue more seriously, emphasizing the need of access to appropriate guidance.

Leadership in nursing: analysis of the process of choosing the heads.

The process of choosing heads can be strategic to achieve desired results in nursing care. This study presents an exploratory and descriptive research that aims to analyze the process of choosing heads for the ward, in the nursing area of a teaching hospital in Porto Alegre. Data was collected from registered nurses, technicians and nursing auxiliaries through a semi-structured interview technique and free choice of words. Three theme categories emerged from content analysis: process of choosing heads, managerial competences of the head-to-be and team articulation. Leadership was the word most frequently associated with the process of choosing heads. The consultation process for the choice of the leader also contributes to the success of the manager, as it makes the team members feel co-responsible for the results achieved and legitimizes the head-to-be in their group.

[Patient satisfaction in a laboratory test collection unit]. / Satisfação do paciente na unidade de coleta de exames laboratoriais.

This exploratory descriptive study aimed at identifying customer satisfaction attributes in the field of laboratory tests. Data were collected in 2006, using 104 interviews in a laboratorial unit inside a teaching hospital, using the critical incident technique, and submitted to content analysis. Three attribute categories were identified: time spent in waiting for care, interpersonal contact, and technical skills. These results subsidize the assessment of the current satisfaction survey tool, and point to its reformulation. They also allow the identification of improvement needs in customer attention, and provide elements to be taken into account in personnel selection, training programs, personnel performance assessment.

Use of identification wristbands among patients receiving inpatient treatment in a teaching hospital.

OBJECTIVE: to evaluate the use of identification wristbands among patients hospitalized in inpatient units. METHOD: quantitative, descriptive and transversal research, with a sample of 385 patients. Data collection occurred through the observational method through the filling out of a structured questionnaire which aimed to check the presence of the identification wristband and the identifiers used. Descriptive statistics with absolute and relative frequencies was used for analysis. RESULTS: it was obtained that 83.9% of the patients were found to have the correctly identified wristband, 11.9% had a wristband with errors, and 4.2% of the patients were without a wristband. The main nonconformities found on the identification wristbands were incomplete name, different registration numbers, illegibility of the data and problems with the physical integrity of the wristbands. CONCLUSION: the study demonstrated the professionals' engagement in the process of patient identification, evidencing a high rate of conformity of the wristbands. Furthermore, it contributed to identify elements in the use of wristbands which may be improved for a safe identification process.

[Nursing and marketing: an introduction to the subject]. / Enfermagem e marketing: uma introdução ao tema.

The administration of health care services is becoming more and more professional. New models and strategies used by service companies, in other areas, are being introduced in these organizations. Through this importation process of models, marketing concepts and tools have been incorporated. The objective of this theoretical essay is offering the nurses an introductory view about marketing. In order to reach this objective, the text was organized into sections that approach its history and basic concepts, social marketing, a few subjects under discussion currently and studies carried out in the marketing area, which involve nursing and health care services. In this way, it is expected to contribute to the professional improvement of nursing.

[Service encounters and customer satisfaction in hospitals]. / Encontros de serviço e satisfação de clientes em hospitais.

This research is about service encounters and customer satisfaction in hospitals. The study is exploratory and was aimed at identifying the service encounters maintained in hospitals and the satisfaction attributes related to them. The data were collected with hospital professionals and customer, in 2003, by means of interviews using the critical incident technique. The content analysis evidentiated the satisfaction attributes of the service encounters regarding admission, hospitalization and discharge procedures. The results provide important information to hospital service managers, allowing for the planning of customer-focused actions.

Motivations, contradictions and ambiguities in the leadership of nurses in management positions in a university hospital.

OBJECTIVE: To analyze the contradictions and ambiguities which permeate nurses' motivation for exercising leadership in management positions, in a university hospital. METHOD: This study has a qualitative approach and is exploratory and descriptive, and used a total of 33 semi-structured interviews which were submitted to thematic analysis. RESULTS: The information converged on five categories: Motivation to take on a management position; The view of nursing managers on the exercising of leadership; The emblematic aspect of working with people; Leadership in nursing--mediatory and conciliatory; Time: a dilemma between managing and caring. CONCLUSION: Leading people can be both a great encouragement, and an impeding aspect, bearing in mind the nuances of teamwork and the complexity of the context in which this process is constructed. In addition to this, conciliatory and mediatory attitudes are shown to be fundamental for a healthy and productive organizational atmosphere; however, the lack of time was indicated as a dilemma between managing and caring.