Résumé : La qualité des services est considérée de plus en plus comme un paramètre essentiel de la conception des services sociosanitaires (MSSS, 2005). Selon les divers modèles théoriques de la qualité des services (Donabedian, 1980; Kroger, 2007; OMS, 2004), la continuité des services en constitue une composante importante, surtout pour une organisation des services qui se veut de plus en plus intégrée. La continuité est abordée ici en s'appuyant sur la définition tridimensionnelle qu'en donnent Reid, Haggerty & McKendry, (2003). Elle est relationnelle, ce qui implique l'existence de rapports significatifs entre professionnels et usagers. Elle est informationnelle, ce qui suppose de rendre accessibles aux professionnels les informations requises pour l'exercice de leurs fonctions. Enfin, il faut ajouter la dimension d'approche, laquelle renvoie à la cohérence des diverses actions accomplies pour le bien-être et au bénéfice de l'usager. Le dossier clinique se présente comme une fenêtre par laquelle les trois objets que sont la qualité des services, l'intégration des services et la continuité des services peuvent se révéler et s'articuler. Pourtant, peu de recherches ont analysé le dossier clinique spécifiquement sous cet angle, privilégiant plutôt les études portant sur sa conformité à certaines normes (audits) ou l'utilisation des dossiers cliniques dans une optique de triangulation des données. La présente étude aborde le dossier clinique en tant qu'observatoire de la continuité. Cette position s'explique par les contextes social et scientifique actuels, qui considèrent la continuité comme une dimension transversale de la qualité (Kroger et al. 2007) et la voient comme à la fois une condition et un effet de l'intégration des services. Notre étude vise à repérer et à catégoriser des indices de continuité des services tels qu'on les retrouve dans des dossiers cliniques d'usagers inscrits en gestion de cas, et ce, dans le but de contribuer à l'accroissement de la qualité dans les services dispensés aux personnes âgées. En identifiant les façons dont les professionnels inscrivent des traces de continuité dans les dossiers cliniques des usagers et en dégageant les composantes de la continuité qui sont présentes dans les rédactions, la pertinence de l'usage des dossiers cliniques dans l'analyse de la continuité est précisée et quelques pistes méthodologiques d'analyse de la continuité des services peuvent être esquissées. Nous avons procédé à l'analyse de 16 dossiers cliniques de personnes âgées de 75 ans et plus, qui vivent dans deux territoires où existent des réseaux intégrés de services et qui sont inscrites en gestion de cas depuis au moins six mois. L'information contenue dans les dossiers cliniques des usagers a été extraite à l'aide d'outils conçus à cette fin spécialement pour notre étude. L'approche qualitative que nous mettons à contribution opère un double mouvement analytique de déduction et d'induction des formes de continuité que l'on retrouve dans les dossiers cliniques. Précisons que cette étude s'inscrit dans le cadre d'une plus grande recherche portant sur la fragilité (IRSC team onfrailty) que dirigent François Béland et André Tourigny. Nos résultats indiquent que les dossiers cliniques se révèlent un excellent observatoire de la continuité, bien que ce soit avec une pertinence variable selon la dimension retenue. Ainsi, le principal obstacle à la continuité informationnelle réside dans la difficulté à maintenir à jour les documents standardisés (OÉMC et PIAS, notamment). De même, la continuité relationnelle a pu être appréhendée en termes de permanence de la présence des intervenants dans le dossier clinique de l'usager, même si la qualité de la relation entre le professionnel et l'usager n'y est pas explicite. Enfin, s'agissant de la continuité d'approche, la fragmentation du dossier clinique et l'absence de description des processus de prise de décision clinique rendent son évaluation plus problématique. Une bonne partie du caractère incomplet du dossier clinique pourrait être facilement comblée, ce qui aurait pour effet de placer les pratiques de rédaction utilisées par les professionnels en phase avec les changements qui surviennent dans la conception de la qualité et dans l'organisation des services||Abstract : The quality of services is more and more often viewed as a parameter which plays a crucial role in the conception of socio-sanitary services. According to the diverse theoretical models that seek to define the concept of quality of care (Donabedian, 1980; Kröger, 2007; OMS, 2004), continuity of services represents an important dimension of the quality of care, specifically for a services organization that sees itself as a structure that is more and more integrated. Our point of view on continuity is based essentially on the tridimensional definition of continuity given by Reid, Haggerty & McKendry, (2002). Firstly, relational continuity implies the existence of significant relationships that take place between professionals and services users. Secondly, informational continuity supposes that the professionals involved have access to the information they need in order to accomplish their tasks. Thirdly, management continuity refers to the coherence between the various actions that are undertaken by diverse professionals for the benefit and well-being of services users. The clinical record can be likened to a window through which three objects, the quality of services, the integration of services, and the continuity of services, can appear and form a structure. However, very few researches tried to understand the clinical record in that specific perspective, preferring to focus their attention on the study of audits and on utilization of clinical records in a perspective of data triangulation. Our study considers the clinical record as an observatory of the continuity. The adoption of this specific point of view is best explained by the existing social context and scientific context, which consider the continuity as a cross-sectional dimension of the quality as well as both a cause and an effect of the services integration. Our study aims to identify and categorize the continuity indicators that appear in the clinical records of the services users that were admitted in case management, with the objective of increasing the quality of services provided to the elderly population. In identifying the different ways by which some professionals leave their marks of continuity in the clinical records and recognizing the elements that define continuity and that those professionals take into account when writing their observation notes, the relevance of using clinical records in order to understand the concept of continuity of services is duly confirmed, and some methodological tracks to enhance the study of the continuity of services can be made. We analysed the clinical records of 16 older people aged 75 and more who are living in a territory where there is an integrated services network and who were admitted in case management since at least six months. Data that were contained in the users' clinical records were extracted using instruments that were specialty created for our study. With its double analytic process of deduction and induction, the qualitative approach we utilize seeks to understand the dimensions of the continuity that are present in the clinical records. Our study is part of a bigger research on frailty, namely the CIHR Team in Frailty and Aging, which is led by François Béland and André Tourigny. Our results show that the clinical records represent a very good observatory of continuity, but with more or less relevance depending of the dimension of the continuity that is involved. Thus, the most important obstacle to informational continuity lies in the fact that it is difficult to keep the standardized documents up to date. Similarly, the relational continuity was evaluated taking into account the permanency of the professionals' presence in the clinical records, but the quality of the relationship between professionals and users is not explicit. Finally, concerning the management continuity, the fragmentation which characterizes the clinical record and the absence of description of the decision-making process render the estimation of management continuity much more hazardous. A good part of the sketchy nature of the clinical record could easily be taken care of and completed, which would have the effect of putting the professionals' recording habits in phase with the changes that take place in the conception of the quality and in the services organization.

Submitted by Renata Lopes (renatasil82@gmail.com) on 2017-01-12T14:06:16Z No. of bitstreams: 1 danielaaparecidaalmeidaduque.pdf: 7167497 bytes, checksum: 5b7bfb55788189e04021e22e65904660 (MD5) / Approved for entry into archive by Adriana Oliveira (adriana.oliveira@ufjf.edu.br) on 2017-02-02T12:04:08Z (GMT) No. of bitstreams: 1 danielaaparecidaalmeidaduque.pdf: 7167497 bytes, checksum: 5b7bfb55788189e04021e22e65904660 (MD5) / Approved for entry into archive by Adriana Oliveira (adriana.oliveira@ufjf.edu.br) on 2017-02-02T12:04:19Z (GMT) No. of bitstreams: 1 danielaaparecidaalmeidaduque.pdf: 7167497 bytes, checksum: 5b7bfb55788189e04021e22e65904660 (MD5) / Made available in DSpace on 2017-02-02T12:04:19Z (GMT). No. of bitstreams: 1 danielaaparecidaalmeidaduque.pdf: 7167497 bytes, checksum: 5b7bfb55788189e04021e22e65904660 (MD5) Previous issue date: 2016-09-28 / O objetivo desta pesquisa consistiu em adaptar uma ficha clínica para a consulta de enfermagem no pré-natal às gestantes de risco habitual na Atenção Primária à Saúde e validá-la como uma tecnologia para a consulta de enfermagem. O nível de concordância adotado para inclusão ou exclusão dos itens foi de 80% entre os especialistas que participaram da avaliação. Tratou-se de uma pesquisa metodológica com emprego da Técnica Delphi para validar o instrumento. A coleta de dados ocorreu por meio de amostragem não probabilística por julgamento. Os critérios de inclusão para participar da pesquisa consistiram em ser enfermeiro (a) docente e especialista em enfermagem obstétrica, grau acadêmico de Doutor, atuando em universidades públicas do país, de forma que se obteve representantes de todas as regiões, como requisito para validar o instrumento e garantir construtos compatíveis com as variâncias regionais. Foram considerados participantes os(as) enfermeiros(as) especialistas com, no mínimo, 02 anos de ensino na área de saúde da mulher, identificados através do currículo na plataforma Lattes e por meio da técnica de bola de neve (snowball). A construção da ficha clínica ocorreu após revisão minuciosa de literatura e da observação dos instrumentos recomendados pelo Centro Latino-Americano de Perinatologia Saúde da Mulher e Reprodutiva da Organização Pan Americana da Saúde/Organização Mundial da Saúde e Ministério da Saúde do Brasil. Dessa forma, estabeleceram-se as informações relevantes e definiu-se os conteúdos que passaram pelo processo de validação. A avaliação dos indicadores empíricos pelos especialistas ocorreu através de uma plataforma construída nos formulários do Google Docs, via internet. O instrumento foi submetido à validação de forma e conteúdo pelos especialistas que analisaram o grau de relevância de cada item do instrumento considerando os conceitos de clareza e pertinência/ representatividade. O painel 1 e 2 ocorreu entre os meses de fevereiro e junho de 2016. A amostra final do primeiro painel foi constituída por 18 professores doutores, porém 3 foram excluídos por não se enquadrar nos critérios de inclusão, finalizando o primeiro painel com 15 juízes. No segundo painel participaram 13 docentes dos 15 anteriores. Os dados foram tabulados com o auxílio do programa Microsoft Excel e analisados quantitativamente por meio do coeficiente de validade de conteúdo. A inclusão dos itens respeitou o cálculo do Coeficiente de Validação de Conteúdo adotado de 80% de concordância entre os especialistas e a sugestão de cada professor que, ao discordar ou solicitar a inclusão de um item, subsidiaram a sistematização do segundo painel que originou a ficha final validada. A validação da maioria dos constructos foi alcançada no primeiro painel enquanto no segundo foi realizada a validação dos itens que não atingiram o índice de 80 % na primeira fase ou que receberam sugestões para ser aprimorado na ficha clínica. Os itens que compuseram o segundo painel e as sugestões contribuíram para o delineamento das informações imprescindíveis no contexto do pré-natal e nascimento, como forma de qualificar e humanizar a assistência, além de ter potencial para reduzir a morbimortalidade materna e neonatal através de uma tecnologia proposta por enfermeiras passível de ser utilizada por outras categorias profissionais. / The objective of this research was to adapt a medical record for nursing appointments during the regular-risk prenatal according to the Primary Healthcare and validate it as a technology for nursing appointments. The agreement level chosen for the inclusion or exclusion of the items was 80% between the experts that have participated of the study. It was a methodological research that has applied the Delphi Technique to validate the instrument. The data collection occurred through Judgmental Sampling. According to the inclusion criteria adopted, the participant of the study should be a nurse specialized in obstetrical nursing. Moreover, this specialist should be PHD who teaches in a Brazilian public university. Therefore, it was attained representatives of all regions of the country in order to validate the instrument and assure that the results would be compatible with the regional diversities. It was considered as participants the nurses with an experience of at least 02 years teaching about women healthcare. These participants were identified by their resume at the Lattes platform using the Snowball technique. The assembling of the medical record followed the rigorous review of the literature and the observation of the instruments recommended by the Latin American Center of Perinatology Women’s Health and Reproductive of the Pan American Health Organization / World’s Health Organization and Brazilian Health Ministry. As a result, the relevant information were stablished and the content that have passed by the validation process were defined. The specialists’ evaluation of the empirical indicators occurred by a platform assembled using the Google Forms, through the Internet. The specialists subjected the instrument to a form and content validation. These experts also analyzed the relevance degree of each item of the instrument; it was considered the concept, clarity and applicability/representability of the instrument. The scenery 1 and 2 of the research took place during the months of February and June of 2016. The final sample of the first scenery was composed by 18 PHD professors. However, 3 were excluded once they did not fit on the inclusion criteria. Then, the first scenery was finalized with 15 judges. Subsequently, the second scenery were attended by 13 of the 15 previous specialists. The data were tabbed using the software Microsoft Excel then; they were analyzed quantitatively by means of the Content Validity Coefficient. The inclusion of the items has respected the calculation of the Coefficient Content Validation, which has considered 80% of agreement between the experts. Furthermore, it also pondered the specialists’ suggestions, that disagreeing or requesting the inclusion of other items, assisted the systematization of the second scenery, resulting in the final validated medical record. The validation outcomes’ majority were reached at the first scenery. At the second scenery, it was performed the validation of the items which have not reached the index of 80% at the first scenery or the items that have received suggestions to be improved on the medical record. Finally, the suggestions and the items that have composed the second scenery have contributed to the delimitation of the essential information regarding the prenatal and birth context. These items contribution acts improving the quality and humanizing the nursing care. Moreover, they have the potential to reduce the neonatal and maternal morbimortality through a technology proposed by nurses that can be used by other professional categories.