Sampaio, Ana Tania LopesSouza, Joyce Wadna Rodrigues de2021-12-092021-12-092021-07-16SOUZA, Joyce Wadna Rodrigues de. Melhoria da qualidade em um serviço de práticas integrativas e complementares em saúde. 2021. 74f. Dissertação (Mestrado Profissional em Gestão da Qualidade em Serviços de Saúde) - Centro de Ciências da Saúde, Universidade Federal do Rio Grande do Norte, Natal, 2021.https://repositorio.ufrn.br/handle/123456789/45312Introduction: Comprehensive care is one of the main guidelines of the Unified Health System, in this respect, Integrative and Complementary Practices in Health were officially introduced in the SUS in 2006, through the National Policy on Integrative and Complementary Practices in Health. On the other hand, the patient's experience is essential for the advancement of personcentered care, contemplating aspects that permeate sensations and perceptions, thus being able to ascertain the extent to which the patient receives care that is respectful and consistent with their preferences, needs and individual values. It is important to add this assessment of the patient's experience to the scenario of PICS, paying attention to fundamental elements of the quality of health care, such as efficiency, accessibility and safety of care, which allow it to be measured by quality indicators. Objective: To propose quality indicators for implementation in Services of Integrative and Complementary Practices in Health in SUS. Methodology: This is an action-research, with a propositional methodological approach, in order to guide the realization of a cycle of improvement focused on monitoring institutional quality, based on the presentation of quality indicators in a PICS service in the SUS . In addition, the survey was developed based on an adapted version of the guidelines of the Standards for Quality Improvement Reporting Excellence 2.0 (SQUIRE), allowing for a qualitative analysis of the constructed criteria and indicators. The study setting was the Laboratory of Integrative and Complementary Practices in Health (LAPICS), linked to the Department of Public Health (DSC) of the Health Sciences Center (CCS) of the Federal University of Rio Grande do Norte (UFRN), and it was submitted and approved by the Ethics and Research Committee of the Onofre Lopes University Hospital (HUOL), under opinion No. 3.744.495 Results: The design of this research allowed the following steps to be carried out: Situational diagnosis/Identification of the opportunity for improvement, through the application of nominal group technique, prioritization matrix and non-participant observation, selecting the improvement opportunity to be worked on; then an analysis of the quality problem was made, through the cause diagram and made by Ishikawa, selecting the modifiable and non-modifiable causes; From this, seven criteria were built to assess quality, and from these seven criteria, seven quality indicators related to dimensions and aspects of quality emerged. An instrument to assess the respective criteria was created; to proceed with the elaboration of a study on the level of reliability of the quality criteria and indicators, allowing the construction of a composite indicator that would group the seven quality sub-indicators constructed previously, and thus could reveal the patient's experience in the service through the aggregation and percentage of compliance with these; timely intervention proposals for continuous improvement were also listed; as well as the standard procedure for collecting and analyzing indicator data; finally, the monitoring of results was listed as an ideal tool to maintain the quality of service. Conclusions: The construction and measurement of indicators and quality criteria in PICS services in Brazil is essential for the improvement and improvement of the quality of the work process, as it identifies the perception and makes a correlation with the satisfaction of the service user's expectations , as well as providing professionals with the opportunity to design their actions based on the needs of the patient, the community and professional skills, is essential for the continuous improvement of any health service. In the context of integrative practices, aimed at the implementation of interactional care technologies, this is essential, as it favors the strengthening of social relationships, the creation of bonds, and the possibility of identifying real existing problems.Acesso AbertoTerapias complementaresSatisfação do pacienteMelhoria da qualidadeAssistência centrada no pacienteIndicadores de qualidade em assistência à saúdemasterThesis