2004
DOI: 10.1590/s0102-311x2004000200018
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Abstract: In the services sector, the product of labor is not a commodity that can be traded easily. What is sold is a specialized service, basically through an exchange of information to meet the client's needs and expectations. What emerge are thus the social relations between individuals: professionals and clients/consumers. This article presents evidence that the introduction of information technology undermines the quality of the relationship between the health professional and the patient. The article begins by di… Show more

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Cited by 15 publications
(16 citation statements)
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“…The introduction of computerized information technology impairs the quality of the healthcare professional-user relation, emphasizing the professional-machine relation over information and conversation among people, which corroborates the results of the present study (14) .…”
Section: Ethnic Evaluation Of the Hospital Structure And Dynamicssupporting
confidence: 91%
“…The introduction of computerized information technology impairs the quality of the healthcare professional-user relation, emphasizing the professional-machine relation over information and conversation among people, which corroborates the results of the present study (14) .…”
Section: Ethnic Evaluation Of the Hospital Structure And Dynamicssupporting
confidence: 91%
“…En ambos países, usuarios de estratos medios y bajos no sólo consideran que un buen servicio debe contar con recursos humanos suficientes y especializados que resuelvan sus problemas de salud, sino que lo valoran por encima de aspectos superficiales, como serían los elementos estéticos y de comodidad; igualmente calidad en el servicio significa calidad y disposición de medicamentos. En esto último, los usuarios se diferencian de los otros actores, indicando como los formuladores de políticas y muchos del personal de salud, desconocen lo vivido cotidianamente por los usuarios, que buscan ser atendidos por unos servicios poco resolutivos (25,26).…”
Section: Discussionunclassified
“…O maior ou menor comprometimento com o trabalho está diretamente relacionado à melhor qualidade da relação funcionário-usuário. 28 Uma relação interpessoal pode ser prejudicada quando há dificuldade do profissional em escutar e isso pode ser causado por problemas do ambiente ou pessoal, incompetência ou falta de treino ou necessidade de comprometimento com a interação. Pode haver ainda dificuldade na interpretação da mensagem.…”
Section: As Informação Quando Não Podia Falar Com Médico As Enfermeunclassified