As organizações encontram-se em um ambiente de acirrada e crescente concorrência, exigindo delas rapidez, flexibilidade e alta percepção. As decisões tomadas pelos administradores tornam-se mais importantes e freqüentes, devendo combinar velocidade e embasamento. Assim, a atuação destes profissionais, torna-se mais crítica e importante para o desempenho das organizações. Para atuarem satisfatoriamente neste contexto competitivo, os administradores necessitam ter disponível seu principal instrumento: a informação. Com este objetivo, muitos recursos são investidos em sistemas de informação, mas nem sempre os resultados esperados são alcançados. Este trabalho aborda a desconexão entre desenvolvedores e usuários de sistemas de informação, como problema nas organizações; investiga como esta desconexão afeta a obtenção de informação pelos decisores e apresenta formas de aproximação entre desenvolvedores e usuários, visando melhorias no uso de sistemas de informação. / Organizations meet in an environment of hard and growing competition, demanding from them, speed, flexibility and high perception. Decisions taken by the administrators become more frequent and important, and they should combine speed and foundation. Thus, these professionals' work, becomes more critic and important to the performance of organizations. In order to act satisfactorily in this competitive context, these administrators need to have available their main instrument: information. With this objective, many resources are invested in information systems, however, the expected results are not always reached. This work approaches the disconnection between developers and users of information systems, as a problem in organizations; it investigates how this disconnetion affects the obtainment of information by the decision makers and it presents approaching ways between developers and users, seeking improvements in the use of information systems.

Sensory substitution devices are a non-invasive visual prostheses that use sound or touch to aid functioning in the blind. Algorithms informed by natural crossmodal correspondences convert and transmit sensory information attributed to an impaired modality back to the user via an unimpaired modality and utilise multisensory networks to activate visual areas of cortex. While behavioural success has been demonstrated in non-visual tasks suing SSDs how they utilise a metamodal brain, organised for function is still a question in research. While imaging studies have shown activation of visual cortex in trained users it is likely that naïve users rely on auditory characteristics of the output signal for functionality and that it is perceptual learning that facilitates crossmodal plasticity. In this thesis I investigated visual-to-auditory sensory substitution in naïve sighted users to assess whether signal complexity and processing in the auditory system facilitates and limits simple recognition tasks. In four experiments evaluating; signal complexity, object resolution, harmonic interference and information load I demonstrate above chance performance in naïve users in all tasks, an increase in generalized learning, limitations in recognition due to principles of auditory scene analysis and capacity limits that hinder performance. Results are looked at from both theoretical and applied perspectives with solutions designed to further inform theory on a multisensory perceptual brain and provide effective training to aid visual rehabilitation.

Submitted by JOSIANE SANTOS DE OLIVEIRA (josianeso) on 2017-10-03T12:30:12Z No. of bitstreams: 1 Fernando Scheid_.pdf: 1316185 bytes, checksum: 82e933449d1319408b251dc78485aee2 (MD5) / Made available in DSpace on 2017-10-03T12:30:13Z (GMT). No. of bitstreams: 1 Fernando Scheid_.pdf: 1316185 bytes, checksum: 82e933449d1319408b251dc78485aee2 (MD5) Previous issue date: 2017-07-18 / Nenhuma / Este trabalho tem por objetivo realizar umestudo sobre o conhecimento e a utilização de bases de dados em pesquisas por parte dos alunos da graduação e pós-graduação do Instituto Federal Sul-rio-grandense Câmpus Charqueadas, tendo como cenário principal a Biblioteca com a finalidade de compreender o perfil de pesquisa desses usuários. A metodologia utilizada foi um estudo de caso e como instrumentos de coleta de dados, dois questionários: o primeiro questionário com questões fechadas incluindo comentários e sugestões e outro questionário, posteriormente, com perguntas abertas. Após a análise da coleta de dados chegou-se à conclusão de que muitos usuários desconhecem ou não utilizam bases de dados (51%) para realizarem suas pesquisas, porém as bases de dados mais conhecidas são Scielo, Portal de Periódicos da Capes e Web of Science. O curso de pós-graduação utiliza mais esses recursos em relação aos cursos de graduação, apesar de 19% afirmarem que desconhecem ou não utilizam bases de dados. Entre os sites de busca na internet o Google teve o maior destaque, com 65%. Como sugestão dos usuários está a realização de capacitações e treinamentos para que essas fontes de informação possam ser utilizadas com maior frequência. Por fim, esta pesquisa apresenta dois produtos: o diagnóstico com relação ao conhecimento e utilização de bases de dados em pesquisa pelos alunos do IFSul Câmpus Charqueadas e a proposta de um projeto de tutorial relativo à utilização de bases de dados em pesquisas para ser disponibilizado na página da Biblioteca, a fim de qualificar a busca por informações a partir de fontes online, oferecendo outra possibilidade de acesso a acervos. / This work aims to carry out a study about the knowledge and usage of data bases in researches done by the Graduation and Post-Graduation students of the Federal Institute Sul-rio-grandense, Campus Charqueadas, having the Library as the main scenario to understand the research profile of those users. The methodology used was a case study and the instruments of data collection were two questionnaires: the first questionnaire with closed questions including comments and suggestions and another questionnaire, used later, with open questions. After analyzing the data collection, it was concluded that many users are unaware or do not use databases (51%) to carry out their researches, but the most well-known databases are Scielo, Periódicos Capes and Web of Science. The postgraduate course uses these resources more in relation to undergraduate courses, although 19% state that they do not know or do not use databases. Among the search engines on the internet, Google had the biggest highlight, with 65%. As a suggestion of the users, the execution of training courses about these sources of information can be used more frequently. Finally, this research presents two products: the diagnosis regarding the knowledge and use of databases in research by the students of IFSul Campus Charqueadas and the proposal of a project of tutorial on the use of databases in researches to be available in Library website in order to qualify the search for information from online sources, offering another possibility of access to collections.

Submitted by Mariana Dornelles Vargas (marianadv) on 2015-05-27T13:41:36Z No. of bitstreams: 1 espiritualidade_saude.pdf: 282576 bytes, checksum: 5990e68be9241695da113d4c93700557 (MD5) / Made available in DSpace on 2015-05-27T13:41:36Z (GMT). No. of bitstreams: 1 espiritualidade_saude.pdf: 282576 bytes, checksum: 5990e68be9241695da113d4c93700557 (MD5) Previous issue date: 2010 / Nenhuma / O estudo é uma pesquisa de abordagem qualitativa com o objetivo de conhecer a opinião dos profissionais da saúde sobre a influência da espiritualidade/religiosidade do usuário no processo saúde-doença. Para coleta de dados foi usada a discussão focal com profissionais do Serviço de Saúde Comunitária do Grupo Hospitalar Conceição do município de Porto alegre, RS, no período de setembro de 2009. A amostra tentou abarcar a diversidade de áreas de atuação. Os dois temas de discussão foram a relação entre saúde e espiritualidade e o modo como os profissionais lidam com a religiosidade dos usuários no seu trabalho. Para interpretar os dados foi usada a análise de conteúdo. Duas categorias aparecem nessa análise: influência da espiritualidade/religiosidade sobre a saúde e o respeito pela religiosidade do usuário como imparcialidade. Os achados mostram que os profissionais possuem concepções positivas e negativas sobre a espiritualidade/religiosidade dos usuários na saúde. As negativas mostram que falta um melhor preparo para lidar com essa dimensão no trabalho, embora respeitem as idéias religiosas do usuário, mas unicamente como imparcialidade, não como algo que possa ajudar na terapêutica. / The study is a research of qualitative approach with the objective of knowing the opinion of health professionals about the influence of the user´s spirituality/religiosity in the health sickness process. The collecting of data has been the focus discussion with professionals of communitarian health services of the ?Grupo Hospitalar Conceição? of the city of Porto Alegre (RS) in September of 2009. The sample tries to embrace all the diversity of professionals. The two issues of discussion have been the relation between health and spirituality and how the professionals strive with religiosity of user in his work. The data have been interpreted by the content analysis. Two categories are coming out in this analysis: The influence of spirituality/religiosity in health and the respect of the user religiosity as impartiality. The findings pointed out that the professionals have positive and negative conceptions about spirituality/religiosity of users in health. The negative one show that they miss a better preparing to strive with this dimension in his work, although they respect the religious ideas of user but only as impartiality not as something that could help in therapy.

Submitted by William Justo Figueiro (williamjf) on 2015-07-08T20:39:25Z No. of bitstreams: 1 01b.pdf: 2119244 bytes, checksum: 602de758dff9b7e00a3b45ff92be7875 (MD5) / Made available in DSpace on 2015-07-08T20:39:25Z (GMT). No. of bitstreams: 1 01b.pdf: 2119244 bytes, checksum: 602de758dff9b7e00a3b45ff92be7875 (MD5) Previous issue date: 2013 / Nenhuma / O processo de desenvolvimento de novos produtos apresenta-se como uma prática cada vez mais colaborativa. A partir de um modelo de inovação aberta que reconhece o valor das ideias geradas fora dos seus limites, as empresas passam a inserir participantes externos em diversas etapas da cadeia de criação de valor. Nesse sentido, o objetivo deste trabalho é discutir a interação entre atores externos e organizações que ocorre especificamente na etapa de design do desenvolvimento de novos produtos, no processo denominado codesign. Para tanto, é desenvolvida uma pesquisa-ação no âmbito de um projeto de codesign entre uma empresa do setor calçadista, usuários dos seus produtos e outros atores externos, focando na atuação do designer e no seu papel de mediação nas interações projetuais. Os principais resultados obtidos são a discussão da geração coletiva de conhecimento em um processo de codesign realizado em âmbito organizacional, da identificação dos atores e de seus papeis, da função de plataformas on-line, do uso de ferramentas projetuais. Finalmente, a pesquisa aponta para a possibilidade do codesign assumir um valor estratégico para o desenvolvimento organizacional. / The process of new product development is presented as a more collaborative practice. From an open innovation model that recognizes the value of ideas generated outside its limits, companies come to insert external participants in various stages of the value creation chain. From this, our goal is to analyze the interaction between external actors and organizations that occurs specifically in the design stage of new product development, in a process called co-design. For this, is developed an action research that involves a co-design project between company, users of their products and other external participants, focusing into the involvement of the designer and its role in mediating project interactions. The main results are the discussion of the collective generation of knowledge in a co-design process performed in the organizational context, the identification of the actors and their roles, the role of online platforms, the use of projective tools. Finally, the research points to the possibility of co-design assuming a strategic value for organizational development.

Submitted by Fabricia Fialho Reginato (fabriciar) on 2015-09-01T00:03:46Z No. of bitstreams: 1 CarolinaCalomeno.pdf: 21569391 bytes, checksum: 7f7952f41fac52ac9292f264063d1d9c (MD5) / Made available in DSpace on 2015-09-01T00:03:46Z (GMT). No. of bitstreams: 1 CarolinaCalomeno.pdf: 21569391 bytes, checksum: 7f7952f41fac52ac9292f264063d1d9c (MD5) Previous issue date: 2013-10-07 / Nenhuma / Essa tese tem por objetivo investigar a interação dos usuários com os simuladores educacionais online, tendo como estudo de caso o Portal Educacional. Os movimentos investigativos envolveram os eixos teórico, metodológico e empírico. No eixo teórico estabelecemos estudos essenciais do trabalho no que diz respeito à compreensão, ao estabelecimento do lugar comunicacional de fala e às bases conceituais sob as quais se estruturam os temas: o objeto de estudo – a interação; os sujeitos da pesquisa – usuários alunos e professores; e o produto tecnológico – os simuladores online. No eixo metodológico estruturamos o design da pesquisa, definida como exploratória, qualitativo-descritiva e as ferramentas metodológicas plurais que tornassem operacional a pesquisa e permitissem visadas mais integrais do objeto estudado. No eixo empírico fomos a campo observar o processo de interação dos usuários do Portal Educacional com os seus simuladores online. Definimos uma amostra de seis simuladores online e realizamos uma observação-participante da interação de alunos e de professores, do ensino médio, em quatro colégios, no Paraná e em São Paulo. Os resultados das pesquisas realizadas colaboraram para descrever a interatividade, as representações gráficas e de sistema dos simuladores digitais online; possibilitaram caracterizar o perfil psicosocial e repertorial dos usuários alunos e professores do ensino médioe ainda verificar como ocorre a interação dos usuários com os simuladores digitais, relacionando seus aspectos psicossociais aos aspectos de interatividade dos simuladores online. / This thesis aims to investigate the interaction between users and educational online simulators. For the purpose of this case study the Portal Educational has been used. The investigation was done along a theoretical, methodological and empirical research lines. The theoretical research line established an essential understanding of the investigation, the recognition on how to establish a frame of communication and the conceptual foundations which form the bases of the following themes: the objects of the research - interaction; the research subjects - students and teachers; and the technological product – online simulators. Along the methodological research line we structured the design of this study, defined as exploritary-qualitative-descriptive and plural methodological tools to turn operational the research and to allow more comprehensive viewpoints of the studied object. Within the empirical research line, we conducted the field study in which we observe the interaction process between users of the Educational Portal with their online simulators. We defined a sample of six online simulators and conducted a participative observation of the interaction between students and high school teachers, in four colleges, in the Federal States of Paraná and São Paulo. The findings of this study are contributing: to describe the interaction, the graphical representations, the system of digital online simulators; to characterize the psychosocial and reportorial profile of the users i.e. the students and high school teachers. Furthermore to understand how the interaction is established between students and teachers in high schools regarding to the psychosocial aspects and the online simulators interactivity.

Les politiques de réduction de production de CO2 dans les transports et les progrès techniques, comme l’augmentation des capacités des batteries des voitures électriques, ont ouvert de nouvelles perspectives pour la voiture électrique. De plus, les institutions publiques et groupes privés se sont engagés pour inciter et accompagner du déploiement de la voiture électrique. Malgré ce contexte propice, celui-ci peine à dépasser la barre de 1,07% de part de marché des véhicules légers en France. Cette thèse prend le parti d’étudier le sujet du déploiement de la voiture électrique par les entrées « Usage» et « Innovation ». Autrement dit, comment le processus de la construction de l’usage peut-il dialoguer avec le processus d’innovation ? Après avoir éclairé le contexte de l’usager de la voiture par une représentation de son écosystème, nous proposons une méthodologie (RUI) qui sera en capacité de capter, capitaliser et évaluer les trois connaissances (les Représentations (R) -avant usage-, les Utilisations (U) -pendant usage- et les Instrumentalisations (I) -usage sur le long terme-) constitutives de la construction de l’usage chez un individu. L’analyse de ces connaissances permettra de préciser les freins et leviers à l’émergence de la voiture électrique et les conditions dans lesquelles ils agissent. Elle permettra aussi d’identifier les acteurs concernés par les blocages à l’usage de la voiture électrique. Ainsi, nous proposons les éléments constitutifs à l’élaboration de scénarios du déploiement de la voiture électrique sur le territoire du Sillon Lorrain / Reducing CO2 production policies in transport and technical progress, such as electric-car batteries increase in capacity, have opened up new prospects for electric-car. Furthermore, public institutions and private groups have engaged in encouraging and accompanying electric-car deployment. Despite this favourable context for the electric vehicle development, electric-car does not exceed 1.07% of the market share of vehicles in France. This thesis studies the subject of the electric-car deployment by Usage and Innovation inputs. In other words, how the constructing use process could dialogue with the innovation process? We have formalized car’s user context by an ecosystemic representation. Then, we propose a methodology (RUI) which will be able to capture, capitalize and evaluate the three knowledges Representations (R) -before use-, Uses (U) -during use- and Instrumentalizations (I) - long-term use- constitutive of an indidividual use construction. Knowledge analysis will identify brakes and levers of electric-car emergence and conditions within they operate. It permits also to identify actors concerned by the identified use blockages. Thus, we offer the elements to develop electric-car deployment scenarios in the Sillon Lorrain territory

Récemment, le 3GPP (3rd Generation Partnership Project) a standardisé les systèmes LTE/LTE-A (Long Term Evolution/LTE-Advanced) qui ont été approuvés par l'UIT (Union Internationale des Télécommunications) comme des réseaux de télécommunications mobiles de 4éme génération. La sécurité est l'une des questions essentielles qui doivent être traitées avec soin pour protéger les informations de l'opérateur et des utilisateurs. Aussi, le 3GPP a normalisé plusieurs algorithmes et protocoles afin de sécuriser les communications entre les différentes entités du réseau. Cependant, l'augmentation du niveau de sécurité dans ces systèmes ne devrait pas leur imposer des contraintes lourdes telles qu’une grande complexité de calcul ou encore une forte consommation d'énergie. En effet, l'efficacité énergétique est devenue récemment un besoin critique pour les opérateurs afin de réduire l’empreinte écologique et les coûts opérationnels de ces systèmes. Les services de sécurité dans les réseaux mobiles tels que l'authentification, la confidentialité et l'intégrité des données sont le plus souvent effectués en utilisant des techniques cryptographiques. Toutefois, la plupart des solutions standardisées déjà adoptées par le 3GPP dépendent des algorithmes de chiffrement qui possèdent une grande complexité, induisant une consommation énergétique plus élevée dans les différentes entités communicantes du réseau. La confidentialité des données, qui se réfère principalement au fait de s'assurer que l'information n'est accessible qu'à ceux dont l'accès est autorisé, est réalisée au niveau de la sous-couche PDCP (Packet Data Convergence Protocol) de la pile protocolaire de LTE/LTE-A par l'un des trois algorithmes normalisés (EEA1, EEA2 et EEA3). Or, chacun des trois algorithmes exige une forte complexité de calcul car ils reposent sur la théorie de chiffrement de Shannon qui utilise les fonctions de confusion et de diffusion sur plusieurs itérations. Dans cette thèse, nous proposons un nouvel algorithme de confidentialité en utilisant le concept de substitution et de diffusion dans lequel le niveau de sécurité requis est atteint en un seul tour. Par conséquent, la complexité de calcul est considérablement réduite ce qui entraîne une réduction de la consommation d'énergie par les fonctions de chiffrement et de déchiffrement. De plus, la même approche est utilisée pour réduire la complexité des algorithmes 3GPP d'intégrité des données (EIA1, EIA2 et EIA3) dont le concept de chiffrement repose sur les mêmes fonctions complexes. Enfin, nous étudions dans cette thèse le problème d'authentification dans le contexte du paradigme D2D (Device to Device communications) introduit dans les systèmes 4G. Le concept D2D se réfère à la communication directe entre deux terminaux mobiles sans passer par le cœur du réseau. Il constitue un moyen prometteur pour améliorer les performances et réduire la consommation d'énergie dans les réseaux LTE/LTE-A. Toutefois, l'authentification et la dérivation de clé entre deux terminaux mobiles dans le contexte D2D n’ont pas fait l’objet d’études. Aussi, nous proposons un nouveau protocole léger d’authentification et de dérivation de clé permettant d’authentifier les terminaux D2D et de dériver les clés nécessaires à la fois pour le cryptage et pour la protection de l'intégrité des données. / Recently, the 3rd Group Project Partnership (3GPP) has developed Long Term Evolution/ Long Term Evolution-Advanced (LTE/LTE-A) systems which have been approved by the International Telecommunication Union (ITU) as 4th Generation (4G) mobile telecommunication networks. Security is one of critical issues which should be handled carefully to protect user's and mobile operator's information. Thus, the 3GPP has standardized algorithms and protocols in order to secure the communications between different entities of the mobile network. However, increasing the security level in such networks should not compel heavy constrains on these networks such as complexity and energy. Indeed, energy efficiency has become recently a critical need for mobile network operators for reduced carbon emissions and operational costs. The security services in mobile networks such as authentication, data confidentiality and data integrity are mostly performed using cryptographic techniques.However, most of the standardized solutions already adopted by the3GPP depend on encryption algorithms which possess high computational complexity which in turn contributes in consuming further energy at the different network communication parties.Data confidentiality which mainly refers to the protection of the user’s information privacy is achieved at the Packet Data Convergence Protocol (PDCP) sub-layer in the LTE/LTE-A protocol stack by one of the three standardized algorithms (EEA1, EEA2 and EEA3). However, each of the three algorithms requires high computational complexity since they rely on Shannon’s theory of encryption algorithms by applying confusion and diffusion for several rounds. In our thesis we propose a novel confidentiality algorithm using the concept of substitution and diffusion in which the required security level is attained in only one round. Consequently the computational complexity is considerably reduced which in return results in reducing the energy consumption during both encryption and decryption procedures. Similarly, the same approach is used to reduce the complexity of 3GPP data integrity algorithms (EIA1, EIA2 and EIA3) which the core cipher rely on the same complex functions. Finally, we investigate in this thesis the authentication issue in Device to Device paradigms proposal in 4G systems. Device to Device communications refer to direct communications between two mobile devices without passing through the core network. They constitute a promising mean to increase the performance and reduce energy consumptions in LTE/LTE-A networks. In such context, the authentication and key derivation between two mobile devices have not been well investigated. Thus, a novel lightweight authentication and key derivation protocol is proposed to authenticate two communicating devices during session establishments as well as deriving necessary keys for both data encryption and integrity protection.

Design quality work has sought to identify the impact of building design on users during the last 25 years. However, it has rarely considered the role that social context plays in this relationship, an issue that dovetails with the emerging concept of "social value". To drive learning in design, the social value of buildings requires measurement and dissemination, yet existing post-occupancy methodologies have focused on technical building performance rather than user experience. A shift in evaluative focus is needed. The social value of buildings is conceptualised as the mutual interaction between physical building design, active building users and the dynamic social relations that exist within the community of building users. This research has investigated the effective measurement of the social value of buildings and its potential influence on learning in design and commissioning processes, through the critical application of a social impact methodology called Social Return on Investment (SROI). Three case buildings were selected from the nonclinical healthcare sector with differing levels of user-centred design to trial SROI and develop a framework for its application to the built environment. SROI is designed to quantify complex social outcomes, identified through qualitative stakeholder engagement, and generate a transferable metric in the form of a monetised return-on-investment ratio. A methodological account is given of the challenges faced when applying it to the case buildings and the modifications required as a result, representing a unique information source about applied social value research in buildings. However, the effectiveness of SROI at measuring the social value of buildings is questioned due to the process of simplification required to turn qualitative user narratives into monetised data. Its potential utility as a decision-making tool in the built environment is investigated through engagement with design and commissioning professionals. The findings suggest that SROI has limited utility in design-related decisions, but considerable potential as a high level investment tool to inform funding and commissioning decisions. Due to the accessibility of its methodology and transferability of its results, SROI is well-placed as a tool for end user clients, commissioners and investors, as much as design experts. SROI represents a development in lay (e)valuation practices in the built environment, with broader implications for user-centred learning in the context of the growing wellbeing agenda.

A dissertação trata do acesso aos serviços de alta complexidade, particularmente os exames diagnósticos e complementares, estudado entre usuários de planos de saúde privados que buscam atendimento e diagnóstico especializado. Desde a década de 80 o usuário do sistema público de saúde vem procurando a saúde suplementar. Contudo, afirmar que o acesso é garantido no domínio privado, através da contratação dos planos de saúde, é uma incerteza que rodeia a inspiração para esta pesquisa, que se justifica pela relevância de ações que possibilitem a melhora da qualidade regulatória dos planos de saúde, a partir do controle social de seus usuários. O objetivo geral é analisar as percepções do acesso aos exames de alta complexidade nos serviços de saúde privados entre usuários de planos de saúde. Os objetivos específicos são descrever as percepções dos usuários de planos de saúde acerca do acesso aos exames de alta complexidade; analisar as motivações dos usuários de planos de saúde privados para a realização de exames de alta complexidade através da rede privada de assistência; e analisar o nível de satisfação dos usuários de planos de saúde quanto ao acesso aos exames de alta complexidade. A metodologia é qualitativa-descritiva, onde a amostra foi de trinta usuários de planos de saúde, acima de 18 anos, selecionados no campo de estudo no ano de 2010. O cenário de estudo foi um laboratório privado de medicina diagnóstica no Rio de Janeiro. As técnicas de coleta de dados utilizadas foram formulário e entrevista individual estruturada. A análise do formulário foi realizada através de estatística descritiva, e as entrevistas através da análise de conteúdo temática-categorial. Os usuários de plano de saúde declararam que o acesso é garantido com facilidade para os exames de alta complexidade. Suas principais motivações para a realização desses exames na rede privada de assistência foram caracterizadas pela rapidez de atendimento, flexibilidade e facilidade de marcação pela internet, telefone ou pessoalmente no laboratório estudado, pronta entrega dos resultados, dificuldade e morosidade do atendimento do SUS, localização do prestador credenciado próxima de bairros residenciais ou do trabalho, resolutividade diagnóstica de imagem de excelência, possibilidade de escolha pelo usuário entre as modalidades aberta e fechada de ressonância magnética e tomografia computadorizada, além da densitometria óssea que foram facilmente acessíveis a todos os sujeitos da pesquisa. O nível de satisfação foi correspondido com a rapidez na realização dos exames em caráter eletivo e de urgência quase equiparados na escala de tempo de acordo com os usuários. Contudo, embora as notas de avaliação dos usuários quanto aos seus planos de saúde tenham sido altas, foram abordadas algumas dificuldades, tais como: prazos de validade dos pedidos médicos com datação prévia; solicitações de senhas de autorização pela operadora; burocracia nos procedimentos de agendamento; dificuldades de acesso para tratamentos como implantes, fisioterapia, RPG, pilates, home care, consultas de check up; negação de reembolsos; restrição de materiais cirúrgicos, em especial as próteses e órteses; e restrições específicas de grau para cirurgias de miopia. Conclui-se que o atendimento rápido dos exames de imagem de alto custo na amostra foi descrito como satisfatório, embora a percepção de rapidez possa variar em função do tipo de produto do plano de saúde privado contratado, com necessidade de melhoria regulatória em alguns aspectos pontuais da saúde suplementar. / This dissertation deals with access to services of high complexity, particularly diagnostic and complementary exams between users of private health system that seek specialized treatment and diagnosis care. Since the 80's people has being looking for additional health system. However, say that access is guaranteed in the private system, is an uncertainty that leads the inspiration for this research, which is justified by the importance of actions that enable the improvement of regulatory quality of health plans from social control of its users. The overall objective is to analyze the perceptions to access high complexity exams in the health system between users of private health plans. The specific objectives are to describe the perceptions of users of health plans to access high complexity exams; analyze motivations from users of private health plans for the exams of high complexity through the private network; and analyze the level of users satisfaction with health plans regarding access to tests of high complexity. The methodology is qualitative-descriptive, and the sample was thirty users of private health care system greater than 18 years, selected in 2010. The research scenario was a private laboratory of medical diagnostic in Rio de Janeiro. Data collection techniques used were individual interviews and structured form. The analysis was performed by the form of descriptive statistics, and interviews through the analysis of thematic content-category. Users of health plan stated that the access is guaranteed with facility for tests of high complexity. Their main motivations for doing exams in private health care services were characterized by quick responsiveness, flexibility and ease of marking their exams by internet, telephone or personally in the laboratory, prompt delivery of results, difficulty and length of service in SUS, location of laboratory near home or work, excellence resolution in diagnostic image, user choice between open and closed methods of magnetic resonance and computed tomography, and bone densitometry were easily accessible to all research subjects. Satisfaction level was reached by quickly resolution of the exams, and performing elective and emergency procedures in almost similar time scale, according to users. However, although evaluation from users with their health plans have been high, some difficulties were pointed such as validity periods for realization of exams; according to the date on the medical application; password requests for authorization by the operator; bureaucracy in procedures for scheduling exams; and poor access to treatments such as implants; physiotherapy; RPG; pilates; homecare; check ups; denied refunds; restricted surgical materials; in particular prosthetics and orthotics; and specifics degree limitation for myopia surgery. We conclude that the quickly response of high complexity exams were described as satisfactory, although the perception of speed may vary depending on the type of private health plans contracted, with the need for regulatory improvement in specific points in privete health system.