Estudo da efetividade de um programa de triagem auditiva neonatal universal

This paper aims to describe the implementation of a Neonatal Hearing Screening Program in a school hospital, focusing on the return rates among infants who failed the first screening. The population who goes to the school hospital for health services comes mainly from economically underprivileged groups. Even though our previous return rates were comparable to those reported elsewhere, we felt it was important to improve the methodology of the screening process in order to try and obtain better results. Our hypothesis was that scarce knowledge on early hearing loss detection and on the benefits of early intervention could be reasons for mothers to give less importance to the second screening. So, a strategy was developed around the idea of providing very detailed information to the mothers about the screening process since preliminary data, gathered with a different group of in-patients, had shown that mothers possessed little knowledge about neonatal hearing screening and the consequences of hearing loss for children's development. The no-return rates decreased considerably (from 39.8% to 25.8%). The findings of this research showed both the need of an adequate way of imparting information to the mothers of newborns about hearing screening in economically underprivileged populations, and the role of social work in this process. Without adequate knowledge on hearing screening and the consequences of hearing loss, a high percentage of newborns may not take advantage of free universal hearing screening programs.

Na pesquisa de Cliente Oculto, os avaliadores observam a qualidade do serviço de uma empresa. Essa pesquisa foi realizada a fim de avaliar a qualidade da prestação de serviços de uma rede de confeitarias. Os itens do questionário foram divididos em blocos: aparência física, atendimento, fechamento de venda e experiência de compra. Para discussão dos resultados, foi determinado um índice de satisfação com quatro níveis: até 25% inaceitável, de 26 a 50% aceitável, de 51 a 75% ideal e acima de 76% superação. No bloco experiência de compra, a média de satisfação geral no atendimento foi de 36%, classificando a prestação do serviço como aceitável. Palavras-chave: Satisfação; qualidade; serviços.Mystery Shopping is a tool used to measure quality of services. The mystery shoppers evaluate anonymously the services offered by the establishment. This research was conducted to evaluate the quality of services in a confectionery company. The checklist items divided into groups: Physical Appearance, Customer Service, Closing and Shopping Experience. For discussion of the results, it was given a percentage satisfaction rate with four levels: up to 25% unacceptable, 26-50% acceptable, 51-75% ideal and above 76% overcoming. In Shopping Experience group, the average of overall satisfaction in service was 36%, which classify the service as acceptable.

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