Evaluate health: a product Lã Data Analysis

• Grant number: 17/08806-5
• Support type: Research Grants - Innovative Research in Small Business - PIPE
• Duration: March 01, 2018 - February 28, 2019
• Field of knowledge: Health Sciences - Collective Health - Public Health
• Principal researcher: Ana Carolina Gomes dos Santos
• Grantee: Ana Carolina Gomes dos Santos
• Company: Lã Data Analysis Pesquisa de Mercado Ltda. - ME
• CNAE: Portais, provedores de conteúdo e outros serviços de informação na internet ; Pesquisa e desenvolvimento experimental em ciências sociais e humanas ; Atividades de apoio à gestão de saúde
• City: São Paulo
• Pesquisadores principais: Larissa Correa de Abreu Loriato
• Associated scholarship(s): 18/09220-7 - Evaluate Health: a product Lã Data Analysis, BP.TT; 18/09219-9 - Evaluate Health: a product Lã Data Analysis, BP.TT; 18/09224-2 - Evaluate Health: a product Lã Data Analysis, BP.PIPE; 18/09234-8 - Evaluate Health: a product Lã Data Analysis, BP.PIPE

Abstract

Companies have been increasingly dedicated to the management of their clients' manifestations in order to improve the relationship with consumers in order to reverse a situation of dissatisfaction. Although many companies already have the SAC (Customer Service Customer Service), are not all that leverage the information received from how they could, or not use them in formulating their action plans (Silveira; RYNGELBLUM, 2010). A peculiarity of healthcare companies is that there is no direct relationship between loyalty and increased use of services. In this type of company, the customer only searches for the service when his health is weakened, and not when he wants to enjoy the service in question. Therefore, companies need to address compliance with the complaints from its customers as an opportunity to show them the value they have for them, and not to delay the discussion of a complaint made by the consumer, because that way the client can understand the attitude as Mere neglect (MENDONÇA, 2007). In addition, when complaints are poorly resolved a recurring appeal has been the judicialization of these claims, these lawsuits have represented significant expenditures for establishments. In 2016, expenses with lawsuits from the State Department of Health of São Paulo were approximately R $ 1 billion (SES, 2016), and the portfolio complied with 47 thousand convictions. Still in this scenario, data from the Supplementary Health Judicialization Observatory and the Department of Preventive Medicine of the Medical School of the University of São Paulo (FMUSP) show that 88.08% of the lawsuits decided in the Court of Justice of São Paulo against plans Are decided in favor of the consumer. In view of this, the Avalia Saúde platform aims to subsidize decision-making in the health sector, based on the experiences evidenced by the users of the health services. In addition to providing proposals for health evaluations to the most critical establishments that can be presented from this platform. The objective of this research is to demonstrate through interviews, ombudsman reports, data from public domain databases, data analysis and previous market studies; The feasibility (technical and economic) of the construction of a unified platform of complaints and solutions in health, entitled Saúde. Cross-sectional study with the elaboration of interviews and application of two types of questionnaires: one open and one guided by a pre- -elaborate. Both will be applied in a typical week in each of the following subgroups: clinics, hospitals, pharmacies, environments that pose a health hazard in a neighborhood, and occupational activities or ambiences that portray a health hazard to employees. In this phase, users and managers of the health service will also be interviewed, in order to compare the two points of view, both under the user's perspective and the management of the service. Expected results and their impacts: In order for this evaluation to be effectively used in decision making, it must be balanced and impartial, transparent and accessible to the study user or reader. There are many situations where evaluations can help decision makers, among them (CADTH, 2006): criteria for financing a technology, research, service or health program; Clinical practice guidelines; Post marketing surveillance, and updates of economic information based on the use of technology in the real world. Through this project, we hope to answer some questions such as: By what health area should the application of the platform begin? Which branch is the most sensitive to the application of our product? Which area is less crowded by competitors, and yet is it an important part to consider? Who would be our first partners interested in our service? (AU)