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Análise do trabalho em agentes de contatopaciente: Investigação das táticas utilizadas
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Authors
Advisor(s)
Abstract(s)
A análise do trabalho a que nos propusemos transforma as operações da ação analisada
não em instrumento de referência para reproduzilas
ou corrigilas,
mas sim em instrumento de descoberta
de alternativas diversas a partir das quais a ação se constrói. Nesse sentido, o objetivo deste trabalho
é verificar as táticas utilizadas pelos agentes de contatopaciente
no atendimento de internação em
um hospital, no intuito de avaliar o distanciamento entre o trabalho prescrito e o trabalho efetivamente
real. Para tanto, utilizouse
a entrevista de explicitação como metodologia qualitativa. Também foi
analisado o processo de atendimento ao paciente, identificandose
tarefas, ações e recursos para obterse
melhoria nos resultados com vistas na satisfação do cliente. As táticas específicas de contatocliente
foram classificadas em três categorias, baseadas numa tipologia de cliente. A primeira consiste em
alterar as demandas que recaem sobre o agente de contatopaciente;
a segunda, em tentar impedir os
remetentes de dirigir demandas ao agente de contatopaciente;
e a terceira em evitar e incluir táticas que
permitem ao agente manipular e alterar as demandas recebidas. Nesse sentido, nove táticas foram
identificadas.
An analysis of the work, which we have proposed to evaluate, transforms the operations of the action analyzed not in a reference tool to reproduce or correct them, but in fact, in a discovery tool of several alternatives from which the action develops by itself. In this sense, the aim of this work is to verify the tactics used by the patientcontact agents when caring for hospitalizations, attempting to evaluate how far the prescribed work and the effectively real work are from each other. For such, an explicit interview has been used as qualitative methodology. Also, the patientcaring process has been analyzed, identifying tasks, actions and resources in order to obtain improvement on the results aiming at satisfying the atient. The specific customercontact tactics have been classified in three categories, based on customer typology. The first consists in changing the demands that fall upon the patientcontact agent; the second one consists in preventing the remitters from forwarding demands to the patientcontact agent and the third one consists in preventing and including tactics, which allow the agent to manipulate and change the demands received. In this sense, nine tactics have been identified.
An analysis of the work, which we have proposed to evaluate, transforms the operations of the action analyzed not in a reference tool to reproduce or correct them, but in fact, in a discovery tool of several alternatives from which the action develops by itself. In this sense, the aim of this work is to verify the tactics used by the patientcontact agents when caring for hospitalizations, attempting to evaluate how far the prescribed work and the effectively real work are from each other. For such, an explicit interview has been used as qualitative methodology. Also, the patientcaring process has been analyzed, identifying tasks, actions and resources in order to obtain improvement on the results aiming at satisfying the atient. The specific customercontact tactics have been classified in three categories, based on customer typology. The first consists in changing the demands that fall upon the patientcontact agent; the second one consists in preventing the remitters from forwarding demands to the patientcontact agent and the third one consists in preventing and including tactics, which allow the agent to manipulate and change the demands received. In this sense, nine tactics have been identified.
Description
Keywords
Análise do trabalho Organização do trabalho Serviços Trabalho real Ponto de vista do trabalhador Analysis of the work Organization of work Services Real work Worker’s point of view
Citation
Comportamento Organizacional e Gestão, 12, 173-185
Publisher
Instituto Superior de Psicologia Aplicada