Base de dados : MEDLINE
Pesquisa : M01.526.485.067.600.630 [Categoria DeCS]
Referências encontradas : 145 [refinar]
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  1 / 145 MEDLINE  
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[PMID]:27729306
[Au] Autor:Iacobucci G
[Ad] Endereço:The BMJ.
[Ti] Título:Discussing symptoms with receptionists may put patients off seeing their GP.
[So] Source:BMJ;355:i5487, 2016 10 10.
[Is] ISSN:1756-1833
[Cp] País de publicação:England
[La] Idioma:eng
[Mh] Termos MeSH primário: Medicina de Família e Comunidade
Inquéritos e Questionários
[Mh] Termos MeSH secundário: Seres Humanos
Recepcionistas de Consultório Médico
[Pt] Tipo de publicação:NEWS; COMMENT
[Em] Mês de entrada:1704
[Cu] Atualização por classe:170817
[Lr] Data última revisão:
170817
[Sb] Subgrupo de revista:AIM; IM
[Da] Data de entrada para processamento:161013
[St] Status:MEDLINE
[do] DOI:10.1136/bmj.i5487


  2 / 145 MEDLINE  
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[PMID]:27688505
[Au] Autor:Rashid A
[Ad] Endereço:University of Cambridge, Cambridge. E-mail: mar74@medschl.cam.ac.uk mar74@Dr_A_Rashid.
[Ti] Título:Yonder: Acute kidney injury, domestic violence, allergy services, and receptionists.
[So] Source:Br J Gen Pract;66(651):525, 2016 Oct.
[Is] ISSN:1478-5242
[Cp] País de publicação:England
[La] Idioma:eng
[Mh] Termos MeSH primário: Lesão Renal Aguda
Violência Doméstica
Medicina Geral
Hipersensibilidade
Recepcionistas de Consultório Médico
[Mh] Termos MeSH secundário: Feminino
Seres Humanos
Gravidez
Papel Profissional
[Pt] Tipo de publicação:JOURNAL ARTICLE
[Em] Mês de entrada:1706
[Cu] Atualização por classe:171001
[Lr] Data última revisão:
171001
[Sb] Subgrupo de revista:IM
[Da] Data de entrada para processamento:161001
[St] Status:MEDLINE
[do] DOI:10.3399/bjgp16X687349


  3 / 145 MEDLINE  
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[PMID]:27528710
[Au] Autor:Stokoe E; Sikveland RO; Symonds J
[Ad] Endereço:Department of Social Sciences, Loughborough University, Loughborough.
[Ti] Título:Calling the GP surgery: patient burden, patient satisfaction, and implications for training.
[So] Source:Br J Gen Pract;66(652):e779-e785, 2016 Nov.
[Is] ISSN:1478-5242
[Cp] País de publicação:England
[La] Idioma:eng
[Ab] Resumo:BACKGROUND: Good communication is central to the effectiveness of GP service provision, as well as to patient satisfaction with surgeries, but very little is known about the actual communication that occurs between patients and surgeries. AIM: This study was carried out to examine, for the first time, how receptionists interact with patients on the telephone, to identify features of communication associated with efficacy and patient satisfaction. DESIGN AND SETTING: A qualitative conversation analysis of incoming patient telephone calls, recorded 'for training purposes', in three English GP surgeries. METHOD: Data were analysed qualitatively to identify effective communication, then coded to establish the relative prevalence of communication types across each surgery. RESULTS: Analysis identified a burden on patients to drive calls forward and achieve service. 'Patient burden' occurred when receptionists failed to offer alternatives to patients whose initial requests could not be met, or to summarise relevant next actions (for example, appointment, call-back, or other query) at the end of calls. Coding revealed that 'patient burden' frequency differed across the services. Increased 'patient burden' was associated with decreased satisfaction on published satisfaction survey scores. CONCLUSION: Patients in some practices have to push for effective service when calling GP surgeries. Conversation analysis specifies what constitutes (in)effective communication. Findings can then underpin receptionist training and improve patient experience and satisfaction.
[Mh] Termos MeSH primário: Medicina Geral/normas
Clínicos Gerais/educação
Satisfação do Paciente/estatística & dados numéricos
Encaminhamento e Consulta/organização & administração
[Mh] Termos MeSH secundário: Agendamento de Consultas
Atitude do Pessoal de Saúde
Comunicação
Medicina Geral/educação
Medicina Geral/organização & administração
Seres Humanos
Recepcionistas de Consultório Médico
Relações Profissional-Paciente
Telefone
Reino Unido
[Pt] Tipo de publicação:JOURNAL ARTICLE
[Em] Mês de entrada:1707
[Cu] Atualização por classe:171101
[Lr] Data última revisão:
171101
[Sb] Subgrupo de revista:IM
[Da] Data de entrada para processamento:160817
[St] Status:MEDLINE


  4 / 145 MEDLINE  
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[PMID]:27477554
[Au] Autor:Neuwelt PM; Kearns RA; Cairns IR
[Ti] Título:The care work of general practice receptionists.
[So] Source:J Prim Health Care;8(2):122-9, 2016 Jun.
[Is] ISSN:1172-6156
[Cp] País de publicação:Australia
[La] Idioma:eng
[Ab] Resumo:INTRODUCTION The care work of general practice receptionists has received limited research attention, despite receptionists position at the beginning of patients' journeys in many health care systems. We examine receptionists' perceptions of their work and the opportunities and constraints they experience in caring for patients while providing administrative support to practices. METHODS Data were collected in focus group interviews with 32 receptionists from urban and rural general practices in the Auckland and Northland regions of New Zealand. We employed tools from inductive thematic analysis and Straussian grounded theory in interpreting the data. FINDINGS We found that the way receptionists identified with a caring role strongly challenged the pejorative view of them in public discourse. Receptionists provide care in two key ways: for the practice and for patients. The juggling they do between the demands of the practice and of patients creates considerable work tensions that are often invisible to other staff members. CONCLUSION Receptionists have a critical role as the first step in the patient care pathway, bridging health care system and community. For general practice to be patient-centred and improve accessibility for the most vulnerable, the care work of receptionists must be considered core. KEYWORDS Receptionists; general practice; care; New Zealand.
[Mh] Termos MeSH primário: Medicina Geral/organização & administração
Recepcionistas de Consultório Médico/organização & administração
Recepcionistas de Consultório Médico/psicologia
Percepção
[Mh] Termos MeSH secundário: Empatia
Grupos Focais
Acesso aos Serviços de Saúde
Seres Humanos
Nova Zelândia
Equipe de Assistência ao Paciente
Papel Profissional
Carga de Trabalho
[Pt] Tipo de publicação:JOURNAL ARTICLE
[Em] Mês de entrada:1703
[Cu] Atualização por classe:170315
[Lr] Data última revisão:
170315
[Sb] Subgrupo de revista:IM
[Da] Data de entrada para processamento:160802
[St] Status:MEDLINE
[do] DOI:10.1071/HC15059


  5 / 145 MEDLINE  
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[PMID]:27055769
[Au] Autor:Sikveland R; Stokoe E; Symonds J
[Ad] Endereço:Department of Social Sciences, School of Social, Political and Geographical Sciences, Loughborough University, Loughborough, UK. Electronic address: r.o.sikveland@lboro.ac.uk.
[Ti] Título:Patient burden during appointment-making telephone calls to GP practices.
[So] Source:Patient Educ Couns;99(8):1310-8, 2016 Aug.
[Is] ISSN:1873-5134
[Cp] País de publicação:Ireland
[La] Idioma:eng
[Ab] Resumo:OBJECTIVE: This study addresses, for the first time, the effectiveness of receptionists handling incoming calls from patients to access General Practice services. METHODS: It is a large-scale qualitative study of three services in the UK. Using conversation analysis, we identified the issue of 'patient burden', which we defined based on the trouble patients display pursuing service. We quantified instances of 'patient burden' using a coding scheme. RESULTS: We demonstrate how 'patient burden' unfolds in two phases of the telephone calls: (i) following an initial rejection of a patient's request; and (ii) following a receptionist's initiation of call closing. Our quantitative analysis shows that the three GP services differ in the frequency of 'patient burden' and reveals a correlation between the proportion of 'patient burden' and independent national satisfaction scores for these surgeries. CONCLUSION: Unlike post-hoc surveys, our analysis of live calls identifies the communicative practices which may constitute patient (dis)satisfaction. PRACTICE IMPLICATIONS: Through establishing what receptionists handle well or less well in encounters with patients, we propose ways of improving such encounters through training or other forms of intervention.
[Mh] Termos MeSH primário: Agendamento de Consultas
Comunicação
Medicina Geral/organização & administração
Acesso aos Serviços de Saúde
Recepcionistas de Consultório Médico
Satisfação do Paciente
[Mh] Termos MeSH secundário: Seres Humanos
Relações Profissional-Paciente
Encaminhamento e Consulta/organização & administração
Telefone
[Pt] Tipo de publicação:JOURNAL ARTICLE
[Em] Mês de entrada:1707
[Cu] Atualização por classe:171115
[Lr] Data última revisão:
171115
[Sb] Subgrupo de revista:N
[Da] Data de entrada para processamento:160409
[St] Status:MEDLINE


  6 / 145 MEDLINE  
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[PMID]:26700176
[Au] Autor:Calo WA; Cubillos L; Breen J; Hall M; Rojas KF; Mooneyham R; Schaal J; Hardy CY; Dave G; Jolles MP; Garcia N; Reuland DS
[Ad] Endereço:Department of Health Policy and Management, University of North Carolina Gillings School of Global Public Health, Chapel Hill, NC, USA.
[Ti] Título:Experiences of Latinos with limited English proficiency with patient registration systems and their interactions with clinic front office staff: an exploratory study to inform community-based translational research in North Carolina.
[So] Source:BMC Health Serv Res;15:570, 2015 Dec 23.
[Is] ISSN:1472-6963
[Cp] País de publicação:England
[La] Idioma:eng
[Ab] Resumo:BACKGROUND: Health services research of Latinos with limited English proficiency (LEP) have largely focused on studying disparities related to patient-provider communication. Less is known about their non-provider interactions such as those with patient registration systems and clinic front office staff; these interactions precede the encounter with providers and may shape how comfortable patients feel about their overall health services experience. This study explored Latino patients with LEP experiences with, and expectations for, interactions with patient registration systems and front office staff. METHODS: We conducted 20 in-depth interviews with Latinos with LEP (≥ 18 years of age) who seek health services in the Piedmont Triad region, North Carolina. We analyzed participants' quotes and identified themes by using a constant comparison method. This research was conducted by a community-academic partnership; partners were engaged in study design, instrument development, recruitment, data analysis, and manuscript writing. RESULTS: Qualitative analysis allowed us to identify the following recurring themes: 1) inconsistent registration of multiple surnames may contribute to patient misidentification errors and delays in receiving health care; 2) lack of Spanish language services in front office medical settings negatively affect care coordination and satisfaction with health care; and 3) perceived discrimination generates patients' mistrust in front office staff and discomfort with services. CONCLUSION: Latino patients in North Carolina experience health services barriers unique to their LEP background. Participants identified ways in which the lack of cultural and linguistic competence of front office staff negatively affect their experiences seeking health services. Healthcare organizations need to support their staff to encourage patient-centered principles.
[Mh] Termos MeSH primário: Barreiras de Comunicação
Acesso aos Serviços de Saúde
Hispano-Americanos/psicologia
Linguagem
Satisfação do Paciente
Relações Profissional-Paciente
[Mh] Termos MeSH secundário: Adulto
Instituições de Assistência Ambulatorial
Comunicação
Feminino
Alfabetização em Saúde
Serviços de Saúde
Seres Humanos
Masculino
Recepcionistas de Consultório Médico
Registros Médicos
Meia-Idade
North Carolina
Assistência Centrada no Paciente
Distribuição Espacial da População
Pesquisa Médica Translacional
[Pt] Tipo de publicação:JOURNAL ARTICLE; RESEARCH SUPPORT, N.I.H., EXTRAMURAL; RESEARCH SUPPORT, U.S. GOV'T, P.H.S.
[Em] Mês de entrada:1608
[Cu] Atualização por classe:161019
[Lr] Data última revisão:
161019
[Sb] Subgrupo de revista:IM
[Da] Data de entrada para processamento:151225
[St] Status:MEDLINE
[do] DOI:10.1186/s12913-015-1235-z


  7 / 145 MEDLINE  
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[PMID]:26120134
[Au] Autor:Mellor RM; Sheppard JP; Bates E; Bouliotis G; Jones J; Singh S; Skelton J; Wiskin C; McManus RJ
[Ad] Endereço:NHS Lanarkshire, Kirklands, Bothwell.
[Ti] Título:Receptionist rECognition and rEferral of Patients with Stroke (RECEPTS): unannounced simulated patient telephone call study in primary care.
[So] Source:Br J Gen Pract;65(636):e421-7, 2015 Jul.
[Is] ISSN:1478-5242
[Cp] País de publicação:England
[La] Idioma:eng
[Ab] Resumo:BACKGROUND: Stroke is a leading cause of morbidity and mortality. Timely recognition and referral are essential for treatment. AIM: To examine the ability of receptionists in general practices to recognise symptoms of stroke and direct patients to emergency care. DESIGN AND SETTING: Unannounced simulated patient telephone calls and prospective cross-sectional survey study in general practices in the Birmingham and Solihull area. METHOD: A total of 52 general practices participated in a total of 520 simulated telephone calls, with 183 receptionists completing questionnaires. Logistic regression analyses were used to examine likelihood of referral for immediate care by ease of vignette recognition and number of common stroke symptoms present. RESULTS: General practice receptionists correctly referred 69% of simulated calls for immediate care. Calls classed as 'difficult' to recognise were less likely to be immediately referred. Compared with 'easy' calls: 'difficult' calls odds ratio (OR) 0.15, 95% confidence interval (CI) = 0.08 to 0.26; 'moderate' calls OR 0.55, 95% CI = 0.32 to 0.92. Similarly, calls including one or two 'FAST' symptoms were less likely to be referred immediately (compared with three FAST symptoms: one symptom OR 0.30, 95% CI = 0.13 to 0.72; two symptoms OR 0.35, 95% CI = 0.15 to 0.83). CONCLUSION: General practice receptionists refer patients with stroke for immediate care when they present with several symptoms; however, they are less likely to refer patients presenting with only one symptom or less common symptoms of stroke. Optimum management of acute stroke in primary care requires interventions that improve receptionists' knowledge of lesser-known stroke symptoms.
[Mh] Termos MeSH primário: Recepcionistas de Consultório Médico/organização & administração
Simulação de Paciente
Atenção Primária à Saúde/organização & administração
Encaminhamento e Consulta/organização & administração
Acidente Vascular Cerebral/diagnóstico
[Mh] Termos MeSH secundário: Estudos Transversais
Seres Humanos
Morbidade/tendências
Estudos Prospectivos
Acidente Vascular Cerebral/epidemiologia
Inquéritos e Questionários
Telefone
Reino Unido/epidemiologia
[Pt] Tipo de publicação:JOURNAL ARTICLE; MULTICENTER STUDY; RESEARCH SUPPORT, NON-U.S. GOV'T
[Em] Mês de entrada:1612
[Cu] Atualização por classe:170922
[Lr] Data última revisão:
170922
[Sb] Subgrupo de revista:IM
[Da] Data de entrada para processamento:150630
[St] Status:MEDLINE
[do] DOI:10.3399/bjgp15X685621


  8 / 145 MEDLINE  
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[PMID]:25612149
[Au] Autor:Bonner R; Bountziouka V; Stocks J; Harding S; Wade A; Griffiths C; Sears D; Fothergill H; Slevin H; Lum S
[Ad] Endereço:Respiratory, Critical Care & Anaesthesia Section (Portex Unit), UCL, Institute of Child Health, London, UK.
[Ti] Título:Birth data accessibility via primary care health records to classify health status in a multi-ethnic population of children: an observational study.
[So] Source:NPJ Prim Care Respir Med;25:14112, 2015 Jan 22.
[Is] ISSN:2055-1010
[Cp] País de publicação:England
[La] Idioma:eng
[Ab] Resumo:BACKGROUND: Access to reliable birth data (birthweight (BW) and gestational age (GA)) is essential for the identification of individuals who are at subsequent health risk. AIMS: This study aimed to explore the feasibility of retrospectively collecting birth data for schoolchildren from parental questionnaires (PQ) and general practitioners (GPs) in primary care clinics, in inner city neighbourhoods with high density of ethnic minority and disadvantaged populations. METHODS: Attempts were made to obtain birth data from parents and GPs for 2,171 London primary schoolchildren (34% White, 29% Black African origin, 25% South Asians, 12% Other) as part of a larger study of respiratory health. RESULTS: Information on BW and/or GA were obtained from parents for 2,052 (95%) children. Almost all parents (2,045) gave consent to access their children's health records held by GPs. On the basis of parental information, GPs of 1,785 children were successfully contacted, and GPs of 1,202 children responded. Birth data were retrieved for only 482 children (22% of 2,052). Missing birth data from GPs were associated with non-white ethnicity, non-UK born, English not the dominant language at home or socioeconomic disadvantage. Paired data were available in 376 children for BW and in 407 children for GA. No significant difference in BW or GA was observed between PQ and GP data, with <5% difference between sources regardless of normal or low birth weight, or term or preterm status. CONCLUSIONS: Parental recall of birth data for primary schoolchildren yields high quality and rapid return of data, and it should be considered as a viable alternative in which there is limited access to birth records. It provides the potential to include children with an increased risk of health problems within epidemiological studies.
[Mh] Termos MeSH primário: Declaração de Nascimento
Registros Médicos
Rememoração Mental
[Mh] Termos MeSH secundário: Peso ao Nascer
Criança
Pré-Escolar
Grupos Étnicos
Feminino
Idade Gestacional
Nível de Saúde
Seres Humanos
Masculino
Recepcionistas de Consultório Médico
Pais
Atenção Primária à Saúde/organização & administração
Inquéritos e Questionários
Serviços Urbanos de Saúde/organização & administração
População Urbana
[Pt] Tipo de publicação:JOURNAL ARTICLE; OBSERVATIONAL STUDY; RESEARCH SUPPORT, NON-U.S. GOV'T
[Em] Mês de entrada:1510
[Cu] Atualização por classe:170922
[Lr] Data última revisão:
170922
[Sb] Subgrupo de revista:IM
[Da] Data de entrada para processamento:150123
[St] Status:MEDLINE
[do] DOI:10.1038/npjpcrm.2014.112


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[PMID]:25455478
[Au] Autor:Neuwelt PM; Kearns RA; Browne AJ
[Ad] Endereço:The University of Auckland, New Zealand. Electronic address: p.neuwelt@auckland.ac.nz.
[Ti] Título:The place of receptionists in access to primary care: Challenges in the space between community and consultation.
[So] Source:Soc Sci Med;133:287-95, 2015 May.
[Is] ISSN:1873-5347
[Cp] País de publicação:England
[La] Idioma:eng
[Ab] Resumo:At the point of entry to the health care system sit general practice receptionists (GPRs), a seldom studied employment group. The place of the receptionist involves both a location within the internal geography of the clinic and a position within the primary care team. Receptionists literally 'receive' those who phone or enter the clinic, and are a critical influence in their transformation from a 'person' to a 'patient'. This process occurs in a particular space: the 'waiting room'. We explore the waiting room and its dynamics in terms of 'acceptability', an under-examined aspect of access to primary care. We ask 'How do GPRs see their role with regard to patients with complex health and social needs, in light of the spatio-temporal constraints of their working environments?' We engaged receptionists as participants to explore perceptions of their roles and their workspaces, deriving narrative data from three focus groups involving 14 GPRs from 11 practices in the Northland region of New Zealand. The study employed an adapted form of grounded theory. Our findings indicate that GPRs are on the edge of the practice team, yet carry a complex role at the frontline, in the waiting space. They are de facto managers of this space; however, they have limited agency within general practice settings, due to the constraints imposed upon them by physical and organisational structures. The agency of GPRs is most evident in their ability to shape the social dynamics of the waiting space, and to frame the health care experience as positive for people whose usual experience is marginalisation. We conclude that, if well supported, receptionists have the potential to positively influence health care acceptability, and patients' access to care.
[Mh] Termos MeSH primário: Acesso aos Serviços de Saúde
Recepcionistas de Consultório Médico
Administração de Consultório/organização & administração
Atenção Primária à Saúde/métodos
Distribuição Espacial da População
[Mh] Termos MeSH secundário: Feminino
Grupos Focais
Teoria Fundamentada
Seres Humanos
Masculino
Meia-Idade
Nova Zelândia
Visita a Consultório Médico
[Pt] Tipo de publicação:JOURNAL ARTICLE; RESEARCH SUPPORT, NON-U.S. GOV'T
[Em] Mês de entrada:1512
[Cu] Atualização por classe:150427
[Lr] Data última revisão:
150427
[Sb] Subgrupo de revista:IM
[Da] Data de entrada para processamento:141203
[St] Status:MEDLINE


  10 / 145 MEDLINE  
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[PMID]:24998671
[Au] Autor:Godefrooij M; Spigt M; van der Minne W; Jurrissen G; Dinant GJ; Knottnerus A
[Ad] Endereço:CAPHRI: School for Public Health and Primary Care, Department of General Practice, Faculty of Health, Medicine and Life Sciences, Maastricht University, PO Box 616, Maastricht 6200MD, The Netherlands. merijn.godefrooij@maastrichtuniversity.nl.
[Ti] Título:Implementing cardiometabolic health checks in general practice: a qualitative process evaluation.
[So] Source:BMC Fam Pract;15:132, 2014 Jul 06.
[Is] ISSN:1471-2296
[Cp] País de publicação:England
[La] Idioma:eng
[Ab] Resumo:BACKGROUND: A stepwise screening approach for the detection and management of cardiometabolic disease is proposed in various primary care guidelines. The aim of this study was to explore the implementation of a cardiometabolic health check as perceived by the involved caregivers and patients. METHODS: Qualitative process evaluation of the implementation of a cardiometabolic screening programme in a multidisciplinary primary healthcare centre in Eindhoven, the Netherlands, in which 1270 patients had participated. We explored the caregivers' experiences though focus group discussions and collected patients' experiences through a written questionnaire containing two open-ended questions. We analyzed our data using a thematic content analysis based on grounded theory principles. RESULTS: Five general practitioners, three practice nurses and five medical receptionists participated in the focus groups. Additionally we collected experiences of 657 (52% of 1270) participating patients through an open-ended questionnaire.GPs were enthusiastic about offering a health check and preferred systematic screening over case-finding, both in terms of yield and workload. The level of patient participation was high and most participants were enthusiastic about the health check being offered by their GP. Despite their enthusiasm, the GPs realized that they lacked experience in the design and implementation of a structured, large-scale prevention programme. This resulted in suboptimal instruction of the involved practice nurses and medical receptionists. The recruitment strategy was unnecessarily aggressive. There were shortcomings in communicating the outcomes of the health check to the patients and there was no predefined follow-up programme. Based on our findings we developed a checklist that can be used by designers of similar health checks. CONCLUSIONS: A number of fundamental issues may arise when GPs organize a systematic screening programme in their practice. These issues are related to the preparation of the involved staff, the importance of integration with everyday clinical practice, the approach of healthy patients and the provision of adequate follow-up programmes. The identified challenges and recommendations can be taken into account during future screening programmes.
[Mh] Termos MeSH primário: Atitude do Pessoal de Saúde
Atitude Frente à Saúde
Doenças Cardiovasculares/diagnóstico
Diabetes Mellitus/diagnóstico
Atenção Primária à Saúde/métodos
Medição de Risco/métodos
[Mh] Termos MeSH secundário: Adulto
Prática Avançada de Enfermagem
Idoso
Grupos Focais
Medicina Geral
Seres Humanos
Programas de Rastreamento
Recepcionistas de Consultório Médico
Meia-Idade
Países Baixos
Avaliação de Processos (Cuidados de Saúde)
Pesquisa Qualitativa
Inquéritos e Questionários
[Pt] Tipo de publicação:JOURNAL ARTICLE; RESEARCH SUPPORT, NON-U.S. GOV'T
[Em] Mês de entrada:1503
[Cu] Atualização por classe:151119
[Lr] Data última revisão:
151119
[Sb] Subgrupo de revista:IM
[Da] Data de entrada para processamento:140708
[St] Status:MEDLINE
[do] DOI:10.1186/1471-2296-15-132



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