Structural Immersion, Relational Immersion and Network Competence As Drivers of Service Quality of Basic Health Units
Name: MIKAELLI ORLANDE GABRIEL
Publication date: 31/10/2014
Advisor:
Name |
Role |
|---|---|
| HÉLIO ZANQUETTO FILHO | Advisor * |
| MARCOS PAULO VALADARES DE OLIVEIRA | Co-advisor * |
Examining board:
| Name |
Role |
|---|---|
| HÉLIO ZANQUETTO FILHO | Advisor * |
| MARCOS PAULO VALADARES DE OLIVEIRA | Co advisor * |
Summary: This study aimed, from mapping the network of relationships among the 29 basic health units in the city of Victoria, to investigate the relationship between network competence and relational and structural immersions with the quality of service provided by the basic units health. To do so, based on the theory, it was proposed a structural model that relates the Relational Immersion, Immersion Structural and Competence Network constructs with the construct of quality service. Semi-structured interviews were conducted with managers of the health department of the state of Espírito Santo and the central regulation of Victoria, and later questionnaires with managers of 29 basic health units in Victoria were applied. Network analysis with UCINET software were made and also used a structural equation modeling with SmartPLS software. The obtained results, the studied network can be best explored by stimulating the emergence of new relationships, since existing account for only 22.2% of the possible relations. Another result of this study was to identify significant relationships between the constructs of network competence and quality of service. The impact of structural embeddedness and relational immersion in service quality could not be confirmed, but new research can be done using the quality of service perceived by the patient and testing this model with those data again.
