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Pagrindiniai veiksniai, mažinantys medicininių įstaigų patrauklumą yra prastas pacientų aptarnavimas, nekokybiškos paslaugos, panašių įstaigų konkurencija. Todėl kyla probleminis klausimas: kokie veiksniai ir kriterijai lemia paslaugų teikimo kokybę siekiant patenkinti klientų pasitenkinimą paslaugomis VšĮ Klaipėdos miesto poliklinikos ambulatoriniame konsultaciniame skyriuje?, The main factors that reduce the attractiveness of medical institutions are poor patient service, poor-quality services, competition from similar institutions. Therefore, a problematic question arises: what factors and criteria determine the quality of service provision in order to satisfy customer satisfaction with services in the outpatient consulting department of public institution Klaipėda City Polyclinic?

When we refer to the issue of health, it is possible to affirm that Colombia has a great challenge in this matter. Among the many shortcomings that exist in the Colombian health system, one that can be highlighted has to do with the guarantee of the provision of health services. Today it is difficult to provide quality care and for it to be provided to the user in a timely manner. Above all, these difficulties arise in the timely care of medical specialties, authorization of highly complex tests and surgical procedures. This is reflected in the high rate of legal alternatives that users and patients have to resort to in order to access medical services. According to the Ombudsman, for the year 2020, between January and June, 46,113 guardianships were filed. The digital page, legal affairs, refers that the constitutional court reports for the first quarter of 2021 72,309 guardianships and 30,000 in other legal resources. Despite the difficulties mentioned above, our health system has two strengths; which are: the easy access and the wide coverage that the system has managed to establish during these last years. According to the accountability report of the Ministry of Health, for the year 2019, 95% of the population (47.9 million inhabitants) was insured and in the case of the migrant population for the years 2018 and 2019, the number increased. total affiliates in 788 thousand people. This is due, in part, to programs such as the "Pact for Colombia, Pact for Equity" Law 1955 of 2019, which are to guarantee access to users according to their different characteristics and particularities, where barriers to access and In this way, improvement actions are developed. Finally, the aim is to design a strategy that responds to the needs of the population, for which improvement techniques will be sought in the measurement of the demand of the existing dissatisfaction by the users of the ESE CAMU SANTA TERESITA and to be able to determine the needs of its users, in such a way to implement processes to improve their satisfaction. INTRODUCCIÓN 2.OBJETIVOS 14 2.1.OBJETIVO GENERAL 14 OBJETIVO ESPECÍFICOS 14 3 RESEÑA HISTÓRICA DE LA INSTITUCIÓN 15 4 ASPECTOS CORPORATIVOS 16 E.S.E CAMU SANTA TERESITA. 17 4.1.MISIÓN 17 4.2.VISIÓN 18 4.3.PRINCIPIOS Y VALORES CORPORATIVOS 18 5.DESCRIPCIÓN DEL ÁREA FUNCIONAL 19 5.1.Procedimiento de asignación de citas médicas, presenciales y telefónicas 19 5.2.Procedimiento de facturación en urgencias 19 5.3.El procedimiento de facturación de consulta externa 6.NECESIDAD DETECTADA 22 7.METODOLOGÍA DE LA PRÁCTICA O PASANTÍA 24 8.MARCO REFERENCIAL 26 8.1. MARCO TEORICO 26 8.2.MARCO CONCEPTUAL 27 8.3. MARCO LEGAL 28 9.RESULTADOS OBTENIDOS 30 10.CONCLUSIONES 31 11.RECOMENDACIONES 32 REFERENCIAS BIBLIOGRÁFICAS 33 ANEXOS 35 Cuando nos referimos al tema de la salud es posible afirmar que Colombia tiene un gran reto en dicha materia. Dentro de las muchas falencias que existen en el sistema de salud colombiano, una de las que se puede destacar tiene que ver con la garantía de la prestación de los servicios de salud. Hoy en día es difícil que se preste una atención de calidad y que esta se brinde de manera oportuna al usuario. Sobre todo, estas dificultades se presentan en la atención oportuna de especialidades médicas, autorización de exámenes de alta complejidad y procedimientos quirúrgicos. Esto se ve reflejado en el alto índice de alternativas jurídicas a las cuales los usuarios y pacientes tienen que recurrir para poder acceder a servicios médicos. Según la defensoría del pueblo, para el año 2020 entre enero y junio se interpusieron 46.113 tutelas. La página digital, asuntos legales, refiere que la corte constitucional reporta para el primer trimestre de 2021, 72.309 tutelas y 30.000 en otros recursos jurídicos. A pesar de las dificultades mencionadas anteriormente, nuestro sistema de salud cuenta con dos fortalezas; las cuales son: el fácil acceso y la amplia cobertura que ha logrado establecer el sistema durante estos últimos años. Según reporte de rendición de cuentas del ministerio de salud, para el año 2019 el 95% de la población (47,9 millones de habitantes) se encontraba asegurada y para el caso de población migrante para los años 2018 y 2019, se incrementó el número total de afiliados en 788 mil personas. Esto debido, en parte, a programas como el de “pacto por Colombia, pacto por la equidad” ley 1955 del 2019, las cuales están para garantizar el acceso a los usuarios según sus diferentes características y particularidades, donde se evalúan las barreras de acceso y de esta forma se desarrollan acciones de mejoramiento. Finalmente, se persigue diseñar una estrategia que responda a las necesidades de la población, para lo cual se buscarán técnicas de mejora en la medición de la demanda de la insatisfacción existente por parte de los usuarios de la ESE CAMU Santa Teresita y poder determinar las necesidades de sus usuarios, de tal manera implementar procesos para mejorar su satisfacción. Pregrado Administrador(a) en Salud Práctica Empresarial

En materia administrativa se han venido realizando reformas a las leyes aplicables, en búsqueda la de la prestación de un servicio oportuno, eficaz y eficiente que permita resolver los conflictos entre la administración y los administrados, debido a ello en el año 2021 se expide la Ley 2080 con el fin de dinamizar los procesos que se vienen adelantando en las diferentes actuaciones administrativas. Uno de los aspectos relevantes dentro de esta reforma es la búsqueda y mejoramiento del uso de las tecnologías de la información por parte de la administración, permitiendo así que se adelanten los procesos con mayor celeridad y eficacia, a fin de que haya mayor confianza entre los usuarios ya que serán más ágiles y expeditas las actuaciones. In administrative matters, reforms have been made to the applicable laws, in search of the provision of a timely, effective and efficient service that allows resolving conflicts between the administration and the administered, due to this in the year 2021 the Law 2080 in order to streamline the processes that are being carried out in the different administrative actions. One of the relevant aspects within this reform is the search and improvement of the use of information technologies by the administration, thus allowing processes to be carried out with greater speed and efficiency, so that there is greater trust between the users since the actions will be more agile and expeditious. Magister en Derecho Administrativo Maestría

A presente dissertação de mestrado tem o objetivo de descrever a dinâmica de aplicação de sanções no setor de saneamento básico, mais especificamente em prestadores de saneamento básico nos municípios integrantes de Região Metropolitana/Aglomerações Urbanas (RM/AU) e nos municípios isolados, observando se há diferença no sancionamento em razão do arranjo associativo. O recorte foi dado para verificar aqueles regulados no Estado de São Paulo. Foi verificada a natureza jurídica do prestador e os instrumentos legais necessários para a aplicação das sanções, incluindo a linha delegatória de competência. A linha de investigação considerou verificar se os instrumentos infralegais tem o condão de propiciar a vinculação legal necessária para a aplicação de sanção pelo regulador estatal (ARSESP) em prestador de serviço público. Também foram verificadas outras reguladoras e seus instrumentos sancionatórios. Para tanto, foi utilizado como método para coleta de dados a pesquisa bibliográfica para que, através de estudo do referencial teórico, fosse possível apresentar os componentes lógicos que delinearam a sistemática de análise. Foram objeto de consulta os normativos regulatórios pertinentes, os contratos de programa, convênios de cooperação e leis autorizativas, por meio do que foi possível determinar quais os instrumentos legais e infralegais atuais são utilizados para a aplicação de sanções. Nessa esteira, foram colacionados todos os casos sancionatórios da ARSESP, seus fundamentos, resultados recursais e análise de dados, demonstrando, ao final, oportunidades de melhoria que propiciem previsibilidade e segurança jurídica ao setor, considerando as alterações impostas no marco regulatório do saneamento em 2020. This master's thesis aims to describe a dynamic of sanctions application in the basic sanitation sector, forensically in basic sanitation providers in the municipalities integrate of the Metropolitan Region / Urban Agglomerations and in the not integrate municipalities, observing if there are sanctioning process difference between one each other. The cut was given to verify those regulated in the State of São Paulo. The legal nature of the provider and the legal instruments necessary for the application of sanctions were verified, including the delegation of competence. The investigation line considered verifying whether the non-legal instruments are capable of providing the necessary legal binding for the application of a sanction by the state regulator (ARSESP) in a public service provider. Other regulators and their sanctioning instruments were also checked. For this purpose, bibliographic research was used as a method for data collection so that, through a study of the theoretical framework, it was possible to present the logical components that outlined the analysis system. The relevant regulatory norms, program contracts, cooperation agreements and authorizing laws from legislative house were consulted, through which it was possible to determine which current legal and non-legal instruments are used to apply sanctions. In this context, all the sanctioning cases of ARSESP, its fundamentals, appeal results, and data analysis were collected, demonstrating, in the end, opportunities for improvement that provide predictability and legal certainty to the sector, considering the changes imposed in the sanitation regulatory framework in 2020.

Tese de doutoramento em Ciências Jurídicas (especialidade de Ciências Jurídicas Gerais), A prostituição foi sempre uma realidade passível de diferentes juízos de valor, essencialmente reprovadores. Para grande parte das pessoas, alguém que pratica a prostituição ou é anormal, imoral ou é um ser humano prostituído por uma sociedade patriarcal e sem igualdade de oportunidades. Para outras, entre elas a maioria das pessoas que a pratica, é um trabalho, com particularidades, mas ainda assim um trabalho. Os modelos jurídicos respeitantes à prostituição são muitos e diferentes, mas há cinco principais: o regulamentador, o abolicionista, o proibicionista, o neoabolicionista e o legalizador. Na Europa, os legisladores mostram uma tendência neoabolicionista, que inclui a criminalização de quem compra prostituição como mais um meio para atingir o fim de a erradicar – por ser intrinsecamente má. A luta contra o tráfico de pessoas, exploração sexual, prostituição infantil e promoção da igualdade das mulheres sustenta esta posição. A maioria das pessoas que se prostitui discorda de tal política, porque não leva à extinção da prostituição e porque a estigmatização e a marginalização da sua atividade aumentam a exposição a diferentes perigos. Estas pessoas reivindicam respeito pela sua escolha profissional, igualdade e direitos sociais – pois “only rights can stop wrongs”. Ambas as partes defendem que se trata de proteger e promover direitos humanos. Analisaremos alguns instrumentos de direitos humanos, a forma como diferentes sistemas jurídicos regulam a prostituição e os principais argumentos a favor e contra a sua legalização. Discutiremos também as principais questões que se colocam neste campo ao nível do Direito nacional, constitucional, criminal e civil, entre outros. Em Portugal, ao contrário de outros países, o assunto não faz parte da agenda legislativa, mas diferentes atores da sociedade, incluindo políticos, académicos e O.N.G.’s, como a Rede Sobre Trabalho Sexual, reclamam contra o statu quo, defendendo a profissionalização da prostituição. Cremos que se justifica aferir o resultado do abolicionismo em vigor, durante os últimos 37 anos, e discutir a opção legislativa portuguesa sobre a prostituição. Independentemente da posição que se adote, trata-se efetivamente de uma matéria de direitos humanos., Prostitution has always been a reality subject to different judgments of value, censorious in essence. To most people, someone who practises prostitution is either abnormal or immoral, or is a prostituted human-being, a victim of exploitation by a patriarchal society and without equality of oportunities. To others, amongst them the majority of those who do it, it is a work with specificities but nonetheless a work. The juridical models with regards prostitution are many and different, but there are five which can be considered as the main ones: regulamentation, abolitionism, prohibitionism, neo-abolitionism and legalisation. In Europe legislators show a neo-abolitionist tendency, which includes criminalising those who buy prostitution as an additional means to eradicate it – for being intrinsically bad. The fight against trafficking in persons, sexual exploitation, child prostitution and promoting the equality of women sustains this stance. The majority of those who are prostitutes disagree with such policy, not only because it does not lead to the extinction of prostitution, but also because stigmatisation and marginalisation of their activity increases the exposure to different dangers. These people claim respect for their professional choice, equality and social rights, as any other worker, because only rights can stop wrongs. Both sides defend it as about protecting and promoting Human Rights. Along this work we will analyse some instruments of human rights, the way different juridical systems regulate prostitution and the main arguments in favour and against its legalisation. We will address also the main questions posed in this regards in the national constitutional, criminal and civil, amongst others, fields of law. In Portugal, in contrast to other countries, the issue is not on the legislative agenda, but different social actors, including politicians, scholars and Rede Sobre Trabalho Sexual (Network on Sex Work) complain against the statu quo, defending the professionalisation of prostitution. We believe it is justifiable to assess the result of the abolitionism in force, over the past 37 years, and to discuss the Portuguese legislative option on prostitution. Regardless of the position one adopts, it is indeed a matter of Human Rights.

A government agency delegates to a provider (hospital, medical gatekeeper, school, social worker) the decision to supply a service or treatment to individual recipients. The agency does not perfectly know the distribution of individual treatment costs in the population. The single-crossing property is not satisfied when the uncertainty pertains to the dispersion of the distribution. We find that the provision of service should then be distorted upwards relative to efficiency when the (first-best) efficient number of recipients is sufficiently high., Une autorité centrale délègue à un agent (un hôpital, un médecin référent, une école ou des travailleurs sociaux) la décision de délivrer ou non un service ou un traitement à des individus. L'autorité ne connaît pas exactement la distribution des coûts que l'agent doit supporter pour traiter les individus dans la population. La propriété de Spence-Mirrlees n'est pas satisfaisante lorsque l'incertitude porte sur la dispersion de cette distribution. Nous montrons que la quantité optimale de traitements à réaliser devrait être accrue par rapport à la décision optimale en premier rang lorsque le nombre d'individus qu'il faudrait traiter en premier rang est suffisamment élevé.

El objetivo del presente ensayo es determinar las implicaciones en que incurre el ejército nacional, al dar el uso inadecuado del personal militar de carrera, que ostentan distintas carreras profesionales, a sabiendas que la constitución, la ley y la jurisprudencia establecen los parámetros, como se debe aprovechar y utilizar este recurso de las planta de personal en las entidades públicas, antes de acudir a contratar personas bajo la modalidad de prestación de servicios, debido a que tiene algunas prohibiciones de legales, además genera gastos innecesarios en el presupuesto público y no contribuyendo a ser una fuerza militar auto sostenible con mayor eficacia y transparencia. The purpose of this test is to determine the implications that incurre the national army, due the give the misuse of career military personnel, who hold different professional careers, with knowing that the constitution, the law and jurisprudence set the parameters, how they must harness and use this resource of plant personnel in public institutions, before going to contract people in the form of provision of services, because it has some prohibitions legal, also it generates unnecessary expenditure in the public budget and not contributing to be a selfsustaining military force, with more effectively and transparency.

Water supply and sewage (WSS) operations in Ludhiana resemble that of many Indian cities; service levels are poor when compared to benchmarks; cost recovery is low; the municipal corporation subsidises operating deficits; the Government finances capital expenditure; assets are created through a State owned entity; internal capacity, systems and procedures are weak. The State Government has taken a decision to make key municipal corporations (including Ludhiana) responsible for future asset creation and also expects them to share capital expenditure. To improve the quality of service, the city needs immediate capital investments and change in management practices. Key institutional actions to achieve this are a) WSS operations focusing on higher cost recovery, b) increased contribution from the municipal corporation to WSS capital expenditure financing as opposed to O & M financing and c) modern governance structure for WSS operations.

The provision of service is a growing focus of scholars in the fields of management and organization studies. Yet research in this area continues to reflect the tenets of Weberian bureaucracy with the predominant conceptualization of the provision of service as a “production system” in which customers and the organization’s resources are inputs, and services are the outputs of the organization. Accordingly, the organizing work of managers is conceived as activities that protect the “production system” from input uncertainties and external influences. What is overlooked in this perspective, however, is the dynamic tension between the organizing work of managers and the realities of service encounters. This dissertation expands the current understanding of the provision of accommodation as an example of the provision of service. Based on an ethnographic study of the Front Desk and Housekeeping departments of a large hotel, this dissertation investigates how the realities of encounters between the frontline employees and the customers influence the organizing work of managers. This dissertation takes on a dramaturgical perspective of the provision of accommodation. Building on the idea that the lives of service providers can be understood as resembling actors’ performances on a theatrical stage, this study analyzes the role of managers in (a) setting the stage for the provision of accommodation, (b) defining the roles of service providers, and (c) employing symbols and artifacts that give direction to the service encounters. The findings of this dissertation offer three key insights about the work of managers and the provision of service. First, while managers employ categorizations as rationalized systems of organizing, the meanings, and thus the organizing effects, of categories are related to the employees’ work. Second, managers work at an empirical interface, a point at which the organization meets the vagaries of the real world. Consequently, the work of managers in organizing the provision of service involves manipulating symbols, things, and people. Third, the work of managers comprises both caretaking and transforming the organization. However, caretaking or transforming actions depend on the managers’ daily encounters with the real or the abstract elements of the organization.

Infrastructure plays a key role in promoting economic growth and opportunities.In particular, the efficient provision of basic infrastructure services, like water and sanitation, is a key ingredient in fostering a country's social and economic development. Previous studies have found that infrastructure has a positive impact on output, and can improve economic opportunity, including health and education for the poor, particularly in developing countries. In Argentina, a 2005 study, found that child mortality fell by 8 percent in areas that had experienced improved coverage and quality of basic water and sanitation through utility reform, with most of the reduction occurring in low-income areas where the water network expanded the most. More generally, Fay and Morrison found that allowing the poorest quintile in developing countries the same access to basic services as the richest quintile would reduce child mortality by 8 percent and child under development by 14 percent. Calderon and Serven also found a significant positive impact of infrastructure access and quality on overall inequality. Furthermore, the book sheds some light on how to address the main challenge for the future which may be to attract specialized operators to the smaller municipalities which do not currently have them. For that purpose in Colombia, for example, over the last two years, the policy framework has been focused on promoting the sector's development, by using the departments as the intermediate institutional level between the National Government and the municipalities, to formulate programs with regional impact and promote comprehensive investment plans.