Considerations about the work process in the implementation of Dental Specialty Centers in the local contexto

ABSTRACT This study aimed to analyze the work process in the implementation of Dental Specialty Centers (CEO) in two municipalities of Bahia. 24 semi-structured interviews were conducted with managers, professionals and support staff of the CEO; document analysis and participant observation. The work process for Dental Specialty Centers showed weaknesses in the relationship between agents and managers in both municipalities. The objects remained as care for patients. The broader perception of the object and purpose of the service in line with the guidelines proposed in the Oral Health Surveillance Policy (PNSB) were related to the service as a successful product. Management characteristics influenced the work process in CEO.

摘要
本研究旨在分析巴伊亚州两个市镇的牙科专科中心（Dental Specialty Centers，缩写CEO）实施过程中的工作流程。研究共对该中心的管理人员、专业技术人员及后勤支持人员开展了24场半结构化访谈（semi-structured interviews），并辅以文件分析与参与式观察（participant observation）。结果显示，两个市镇的牙科专科中心工作流程均存在各参与主体与管理人员间的协作关系短板。服务的核心仍为患者提供诊疗护理服务。秉持与口腔健康监测政策（Oral Health Surveillance Policy，缩写PNSB）所提出的指导方针相契合的、对服务对象与服务宗旨的更全面认知，与将该服务视为一项成功产出的观点存在关联。管理特征对牙科专科中心的工作流程具有显著影响。