Submitted by Haroudo Xavier Filho (haroudo.xavierfo@ufpe.br) on 2016-04-20T14:14:11Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DISSERTACAO MESTRADO RAFAELA NIELS DA SILVA versão 8 Revisada biblioteca.pdf: 1577048 bytes, checksum: 796952415a5c9699f66cf1eaa644d4ea (MD5) / Made available in DSpace on 2016-04-20T14:14:11Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DISSERTACAO MESTRADO RAFAELA NIELS DA SILVA versão 8 Revisada biblioteca.pdf: 1577048 bytes, checksum: 796952415a5c9699f66cf1eaa644d4ea (MD5) Previous issue date: 2015-07-22 / O Programa Academia da Saúde (PAS) foi implantado na cidade do Recife a partir de 2011 e tem o objetivo contribuir para a promoção da saúde e produção do cuidado através de ações articuladas no âmbito da Atenção Básica. Entretanto, o programa ainda não foi submetido a avaliações. Esta dissertação foi desenvolvida em formato de artigo e tem como objetivo aferir a avaliabilidade do programa Academia da Saúde em Recife. Para tanto, desenvolveu-se um estudo de caso com ênfase na análise descritiva e exploratória dos aspectos operacionais das ações e do contexto do programa, utilizando-se o sistema de sete elementos, o qual permitiu a descrição, elaboração dos modelos lógico e teórico de avaliação, além de identificar perguntas avaliativas para estudo posterior. Verificou-se que os gestores têm pouco conhecimento sobre as diretrizes do programa e que os documentos oficiais apresentem uma extensa gama de objetivos, princípios e diretrizes, sem, contudo, identificarem as metas para que o programa cumpra sua finalidade. A partir da análise dos documentos, entrevistas e com base na modelagem do programa e pactuação das estratégias de avaliação com os interessados conclui-se que há viabilidade metodológica para execução de pesquisa avaliativa no Programa Academia da Saúde de Recife, no entanto, verificou-se a necessidade de aperfeiçoar a normativa do PAS no intuito de qualificar as atividades de planejamento, operacionalização e avaliação. Além disso, a partir dos produtos desse estudo será possível apreciar o grau de implantação em estudos posteriores. / The Health Academy Program (SBP) was deployed in the city of Recife in 2011 and aims to contribute to the promotion of health and care production through joint actions within the framework of primary care. However, the program has not yet been subjected to evaluation. This work was developed in article format and aims to assess the evaluability of the Health Academy Program in Recife. To this end, it was developed a case study with emphasis on descriptive and exploratory analysis of the operational aspects of the actions and program context, using the seven elements of the system, which allowed the description, preparation of logical and theoretical models evaluation, and identify evaluative questions for future studies. It was verified that managers have a little knowledge about the program guidelines and that official documents have several goals, principles and guidelines, without, however, identify the goals for the program to satisfy its purposes. From the analysis of documents, interviews and based on program modeling and agreement of the assessment strategies with stakeholders it is concluded that there are methodological feasibility for evaluative research program running on the Academy of Health of Recife, however, it was found the need to improve the rules of the PAS in order to qualify the planning, implementation and evaluation. Moreover, the products from this study will be possible to assess the degree of implantation in subsequent studies.

The purpose of the study is to develop a foundation of knowledge that could improve the current policies and procedures with regards to their implementation within the mental health services provided by the Children's Bureau.

The purpose of this study is to test the utility of Talcott Parsons' AGIL Model, i.e., Adaptation, Goal Attainment, Integration, and Latency (Pattern Maintenance) in evaluating the program effectiveness of a community mental health center (CMHC). The model provided a conceptual framework for the selection of appropriate variables. The dependent variable in this study is the overall evaluation of the CMHC as measured through the perception of community leaders. Fourteen hypotheses were constructed to identify and test the relationship among the AGIL criteria and the use of a selected set of independent variables. Data for this study were collected from primary and secondary sources. Secondary data were obtained from the Texas Department of Mental Health and Mental Retardation in Austin and the CMHC center in Eton. Primary data were collected through personal interviews of general community leaders and influential persons in health-related activities in the community. The selected independent variables included the scope of leadership, the attitude towards this community, socio-economic status, knowledge of the CMHC, and the commitment and involvement in the CMHC. Data indicated that Parsons' criteria for evaluating the CMHC's program were comprehensive and related to each other both positively and negatively. Among the selected independent variables, the type of leader was found to be the best predictor of program evaluation of this CMHC. Overall, generalized community leaders were more defensive and favorable to the CMHC's program compared with the specialinterest leaders. The leaders also differed in their emphasis of the AGIL criteria. The generalized community leaders were conservative in emphasizeing the evaluative criteria of adaptation, integration, and pattern maintenance; the special-interest leaders gave more emphasis to the goal attainment function of CMHC. It was concluded that Parsons' AGIL model was useful for evaluating a CMHC. The variant direction of relationship among AGIL criteria indicated differences in the perception of community leaders in the evaluation of the CMHC.

This dissertation consists of three essays in health economics concerned with measuring the determinants of health care resource utilization and health. In the first chapter, I study entry barriers in healthcare provider markets. In the U.S., proponents of regulatory entry barriers called CON programs claim that they reduce waste by limiting "unnecessary" entry. I examine CON programs in the dialysis industry, where their effects on market structure, access, health, costs, and welfare are poorly understood, and where patients are sensitive to access and quality. I combine quasi-experimental policy variation in low population areas with a structural model of patient preferences to find that marginal entrants improved access significantly, reduced hospitalization rates, and generated for patients the utility value of traveling 275-344 fewer miles per month; but there is evidence that they contributed even more to fixed costs. Using policy variation throughout North Carolina, I also find evidence that the NC dialysis CON program created a mechanism through which incumbents could block potential entrants by expanding in tandem with their local patient populations. Taken together, my findings suggest that stronger regulatory entry barriers in low population areas may raise total welfare at patients' expense---but they also amplify concerns that CON programs dampen competition statewide. In the second chapter, I study an empirical framework commonly used in health economics research to measure the impact of an event over time using observational data: the event study. Dating back to at least Snow (1855), event studies have been used in health economics research to study mortality, health care utilization, health insurance enrollment, provider competition, and much more. Under no anticipation and parallel trends assumptions, difference-in-differences are known to identify the event's average treatment effect on the treated when units experience one event at most. In this paper, I introduce a new event study framework to accommodate settings where units may experience multiple events. I introduce a matching estimator which consistently and transparently estimates the average treatment effect on the treated of a single event under generalizations of the conventional no anticipation and parallel trends assumptions. I show that the matching estimator is equivalent to a weighted least squares estimator for a particular set of weights. I also introduce a parallel pre-trends test which can be used to scrutinize these assumptions in the usual sense. Finally, I demonstrate in a series of Monte Carlo simulations that the estimator and parallel pre-trends test work well for a wide range of treatment effects, including dynamic, non-stationary, and history-dependent treatment effects. In the third chapter, I study when and why emergency departments initiate ambulance diversions, and what happens to diverted patients. Efficiently distributing scarce healthcare resources among patients with time sensitive healthcare needs and uncertain arrival rates is a hard problem. When an emergency department gets too full, ED managers sometimes request that incoming ambulances reroute their patients to alternative destinations. While such ambulance diversions can sometimes help an overcrowded ED manage its caseload, it can also harm incoming patients and reduce systemwide EMS responsiveness. In detailed administrative records cataloging when, where, and why diversions occur, as well as who got diverted, I document that diversions commonly last exactly 1 hour, approximately 4 hours, and exactly 8 hours (indicating that managerial frictions may directly affect ED availability); that diverted patients have different characteristics than non-diverted patients (including potentially more severe symptoms); and that diverted patients spend 65% longer on the road to the hospital than non-diverted patients. I also find that diversions often occur not only because of crowdedness, but also because of hospital systems failures. I identify directions for future research.

A field experiment examines within a financial services firm the impact of a customer satisfaction survey-based intervention that enables front-line employees to identify and contact less-than satisfied customers (less than 9 on a 10-point scale) to proactively prevent potential customer defections. The impact is measured using operational data from 28,000 new customers and their associated defection behavior over a period of eight years. The experiment applies binomial Z-tests of proportions to assess the difference in defection rates of targeted and non-targeted customers before and after the intervention. The research finds that the use of closed loop satisfaction measurement reduces customer defections (by 40%, p>.001). Further, the research finds that the primary reduction is for non-targeted customers rather than for targeted customers, contrary to expectations. The research also provides additional support for the 'service recovery paradox' wherein customers who are less-than satisfied who are satisfactorily resolved have reduced defection rates compared to customers that are satisfied (by 47%, p=.016). The primary limitation of the research is its reliance on data from a single company. Another limitation is the potentially confounding impact of the Great Recession on defections during the study period, which could threaten the validity of the analysis. Consequently, additional tests were performed to control for this and other potentially confounding factors. These tests show that the Great Recession and the host company's cost cutting reactions did impact defections and therefore data from these periods were eliminated from the analyses. The primary theoretical contributions are the use of actual customer defections to measure the impacts and the use of a proactive rather than a reactive intervention. The contribution from a practitioner perspective is the relatively low cost of this intervention for improving customer retention.

Research objectives: This study examined research, media, and public opinion related to maternal health in order to understand some of the social and structural factors that influence the passage of comprehensive maternal health policies in the United States. This study also examined the messaging of race and racism in media and health communication. Research objectives were: 1.) To summarize the perinatal care experiences of Black birthing people through a scoping review of the literature, 2.) To explore media depictions of maternal mortality in terms of the groups, causes, and solutions discussed in coverage, and 3.) To test the effects of two different approaches to communicating maternal health on public beliefs about the causes of racial health disparities and public support for structural policies. Methods: The review of the literature followed a scoping review protocol and developed tailored search strings to retrieve relevant articles in three databases. The review protocol included developing selection criteria, screening articles retrieved from three databases, charting the data, and identifying themes across articles using an ecological health model as a conceptual guide. For the second paper – a content analysis of news media coverage of maternal mortality – relevant news articles were retrieved using NexisUni, an online database of newspaper articles. A codebook was developed deductively using previous research and grey literature on maternal health, and articles were subsequently coded for the presence or absence of codes that assessed how articles framed causes, solutions, and social groups in their coverage of maternal mortality in the United States. The third paper tested the effects of articles that communicated the maternal health issues faced by Black birthing people using a web-based survey experiment. Participants in this study were recruited using Qualtrics’ panel services, and were randomly assigned to read either a narrative or nonnarrative article communicating the relationship between race and adverse maternal health outcomes. Participants were then asked to respond to the questions that assessed their agreement with structural causes for racial health disparities and their support for policies to improve maternal health. Findings: The scoping review found that Black birthing people described factors at the interpersonal, organizational, community, and policy level in their accounts of their perinatal care experiences. This included their interactions with their providers, the dominant models of care in healthcare settings, institutional representation, and the limitations of care covered through existing Medicaid policies. The content analysis of media found that newspaper coverage of maternal health reflected the factors described in research. Media predominantly focused on structural causes and solutions for maternal health (e.g., access to services and care, social determinants of health, structural racism) and described racial disparities in maternal mortality. The final study built on the findings of the media analysis by testing the effects of news articles that described the role of social and structural factors on the maternal health outcomes of Black birthing people. Data from the experiment showed that participants who read a narrative article about the issue had greater support for structural policies than participants who read a nonnarrative article. The difference in agreement with structural causes for racial health disparities between participants in the narrative and nonnarrative groups was not statistically significant. Additionally, data showed significant differences in treatment effects and policy support across groups distinguished by race and gender.

This thesis comprises three chapters on topics in development economics. The first chapter studies access to maternal healthcare in markets with vertically differentiated public and private providers. The second chapter studies the efficacy of induction stoves in reducing indoor air pollution in rural households when faced with erratic power supply. Finally, the third chapter studies the role of financial incentives in correcting disparities in sex ratios. All three chapters study the context of India but are representative of important development issues in low-income countries. The first chapter titled "Equilibrium Effects of Subsidizing Public Services" studies one of India's largest welfare schemes Janani Suraksha Yojana (JSY) that incentivized pregnant women in India to access institutional maternal care at public hospitals. We argue that governments can make complementary investments to improve welfare gains from large scale policies. JSY did not improve health outcomes despite a substantial increase in the take-up of institutional care. We document three equilibrium responses that explain this policy failure. First, JSY led to a mismatch of risk across health facilities -- high-risk mothers sorted out of highest quality care at private facilities. Second, in line with the literature, public sector quality deteriorated as a result of congestion. This resulted in lower quality care for both marginal as well as infra-marginal patients at public hospitals. We show that only mothers with high socio-economic status adapted to the worsening quality of care at public hospitals by sorting into more expensive private hospitals. Third, despite increased competition, private hospitals maintained high prices, crowding out riskier and poorer mothers. We do not find evidence that private hospitals improved healthcare quality to justify higher prices. The second chapter titled "Electric Stoves as a Solution for Household Air Pollution" is an interdisciplinary field-based research study that studies the role of reliable electricity in inducing rural Indian households to switch away from dirty cooking fuels towards a clean cooking technology, induction cookstoves, thereby reducing the exposure to high levels of indoor air pollution. We collected minute-by-minute data on electricity availability, electric induction stove use, and kitchen and outdoor particulate pollution in a sample of rural Indian households for one year. Using within household-month variation generated by unpredictable outages, we estimate the effects of electricity availability and electric induction stove use on kitchen PM2.5 concentration at each hour of the day. Electricity availability reduces kitchen PM2.5 by up to 50 ??/?3, which is between 10 and 20 percent of peak concentrations during cooking hours. Induction stove use instrumented by electricity availability reduces PM2.5 in kitchens by 200-450 ??/?3 during cooking hours. The final chapter titled "Can Large-Scale Conditional Cash Transfers Resolve the Fertility-Sex Ratio Trade-off? Evidence from India" studies a large-scale conditional cash transfer (CCT) scheme Ladli Laxmi Yojana that offered cash incentives to households upon the birth of girl children. The policy also offered substantial incentive for investing in girls' education. In my evaluation of the Ladli Laxmi Yojana in Madhya Pradesh, India. I find that financial incentives aimed at the girl child increased average fertility by about 0.15 children per household (on baseline average of 0.93 children) children per household and improved sex-ratio by 3%. This points to the well known fertility-sex ratio trade-off. Moreover, these effects are quite opposite to a similar CCT scheme in Haryana (Anukriti, 2018) suggesting context dependence of such policies.

This dissertation is motivated by the study of economic development and inequality within and across nations. Spanning topics in labor and public economics, this collection of papers speaks to two overarching themes: (i) how the distribution of power affects economic outcomes, and (ii) how governments can mobilize resources and spend them effectively. In Chapter 1, I study how the allocation of ownership and control rights within firms affect responses to economic shocks. To shed light on this issue, I study the heterogeneous effects of a pro-competitive reform on cooperative manufacturing firms and their non-cooperative counterparts in India. The reform removed firm-size restrictions on the production of “reserved” items, increasing competition for incumbents in “de-reserved” product markets. Using a difference-in-differences approach, I find that supplier cooperatives (SCs), owned and controlled by producer-members who supply material inputs, are resilient to the shock in terms of total revenue and move away from the production of de-reserved items. SCs increase their share of income spent on materials relative to similarly sized non-cooperatives in the same industry and location, with some evidence of downward adjustments in labor spending. These cooperatives are able to withstand competitive pressure from entrants while broadly catering to the interests of their membership. On the other hand, worker cooperatives (WCs), owned and controlled by worker-members employed at the firm, face a sharp decline in revenue due to de-reservation, unlike their non-cooperative counterparts. A potential channel behind these results is that WCs are less likely to respond by picking up items that are not directly affected by the reform. Spending on labor does not fall as much as revenue for WCs, which is in line with the immediate interests of membership, but adjustments to labor inputs vary sigificantly across employment categories. In the following chapter, my co-author, Utkarsh Kumar, and I study the equilibrium effects of subsidizing public services in the presence of vertically differentiated public and private suppliers. We evaluate one of India’s largest welfare schemes, Janani Suraksha Yojana (JSY), which subsidized childbirth at public health institutions. JSY did not improve health outcomes despite a substantial increase in take-up of institutional care. We document three equilibrium responses that explain this policy failure. First, JSY led to a mismatch in patient risk across health facilities. High-risk mothers sorted out of the highest-quality care at private facilities and into lower-quality public facilities. Second, in response to congestion and deterioration of care at public hospitals, only mothers with high socio-economic status sorted out of congested public facilities into more expensive private facilities. Third, private hospitals increased prices without improvements in healthcare quality in a specific subset of states, further crowding out high-risk and poor mothers. These findings point to the need for complementary public policies in addition to JSY. In Chapter 3, I, along with my co-authors, Alexander Klemm and Li Liu, explore the increasingly prominent position of services in international trade and their potential to facilitate tax-driven reporting and reallocation of economic activity. Given their potential in countering this form of base erosion, withholding taxes (WHTs) on payments for services have featured extensively in ongoing reforms of the international tax architecture. The rationale behind WHTs is to preserve some taxation rights in the source country given their straightforward application, which is particularly important for low-income countries in the absence of more effective rules. We build a simple model of reporting decisions when firms have economic activities in one country and affiliates in others. We then test the predictions of this model using newly compiled data on treaty and non-treaty rates for 120+ countries over 2009-2021. Our findings indicate that while there is no significant relationship between WHTs and services trade in general, these taxes do have a strong negative impact on services imports from known low-tax jurisdictions, when base erosion is a particular concern.

INTRODUÇÃO: Serviços de saúde desenvolvidos para a atenção à demanda espontânea de baixa complexidade como as Walk-in Clinics canadenses e britânicas estão sendo oferecidos no Brasil como alternativa à Estratégia de Saúde da Família (ESF). Em São Paulo, recebem o nome de Assistências Médicas Ambulatoriais (AMA). Entretanto, não há estudos comparativos entre eles. OBJETIVO: Comparar aspectos estruturais e processuais de uma Unidade Básica de Saúde (UBS), vinculada à ESF, e de uma AMA utilizando a ferramenta de avaliação PCATool. METODOLOGIA: Trata-se de um estudo transversal utilizando o instrumento para avaliação de qualidade de serviços de APS, Primary Care Assessment Tool, - versão validada para o Português (PCATool Brasil), em uma área da Zona Sul da cidade de São Paulo coberta por dois modelos de serviços voltados para a APS: uma Unidade Básica de Saúde (UBS), parte integrante da ESF, e uma AMA. Participaram da pesquisa 616 adultos maiores de 18 anos, residentes na área adstrita à UBS, cadastrados ou não à UBS. Foi considerado como fator de exclusão não estar afiliado a nenhum dos dois serviços de interesse do estudo, o que, na prática, se traduziu por não ter passado nenhuma vez em consulta na UBS ou na AMA durante último ano. Além do questionário do PCATool Brasil, composto por 87 perguntas focadas na mensuração dos atributos essenciais e derivados da APS, um questionário sociodemográfico foi aplicado para incluir dados como idade, sexo, profissão, escolaridade e classe social. A coleta dos dados aconteceu na casa dos usuários, em horários variados, entre novembro de 2013 e julho de 2014, por meio de entrevistadores capacitados previamente. Cada visita demorou entre 20 a 40 minutos. Não houve contato telefônico anterior. Os escores individuais do PCATool Brasil dos serviços AMA e UBS foram calculados conforme manual do instrumento. RESULTADOS: Dos 616 questionários, 76,3% eram afiliados à UBS e 12,3% a AMA. Os frequentadores da UBS pertenciam a uma classe social mais baixa comparados aos da AMA. A UBS apresentou escores essencial e geral maiores: 5,64 (IC95% 5,53-5,74) e 5,58 (IC95% 3,44-3,95), respectivamente, contra 3,70 (IC95% 3,44-3,95) e 3,38 (IC95% 3,08-3,59) da AMA. Teve médias superiores em quase todos os atributos, alcançando alta orientação à APS em dois: \"utilização\" (7,22 - IC95% 6,97-7,47) e \"sistemas de informação\" (7,31 - IC95% 7,15-7,47). A AMA apenas foi superior em relação à \"acessibilidade\" que apresentou escore de 3,68 (IC95% 3,38-3,98) contra 2,46 (IC95% 2,34-2,58) da UBS, mas não apresentou nenhum atributo com alta orientação à APS (nenhum atributo teve escore > 6,6). DISCUSSÃO: De maneira geral, os usuários avaliam mal os atributos de APS propostos por Starfield nos dois serviços, em um nível aquém do considerado satisfatório, embora os escores da UBS sejam mais elevados do que os da AMA em 8 dos 10 atributos. CONCLUSÃO: A UBS Luar do Sertão e a AMA Pq. Fernanda não estão cumprindo suas potencialidades de maneira satisfatória. Seus usuários percebem pouco os atributos de APS propostos por Starfield nos dois serviços avaliado pelo PCATool Brasil. Embora a UBS apresente uma performance melhor do que a AMA, ela ainda está muito abaixo do esperado, sendo necessária implementação de mudanças que melhorem seu desempenho, assim como o da AMA / INTRODUCTION: In Brazil, Health Care Services focused on low-complexity demand as the Canadian and British walk-in clinics are available in Brazil as an alternative option to the Family Health Strategy (FHS - Estratégia Saúde da Família). In the city of São Paulo, they are called Outpatient Medical Care units (Assistências Médicas Ambulatoriais - AMA). However, there are no studies comparing the performance of these two strategies. OBJECTIVE: To compare structural and procedural aspects of two services in the city of São Paulo: a Basic Health Unit (BHU) of the FHS, and an AMA using the Primary Care Assessment Tool - Portuguese validated version (PCATool Brazil). METHODS: A cross-sectional study to assess the presence and extent of primary health care (PHC) attributes in an area covered by two Primary Care units of São Paulo: a Basic Health Unit (Unidade Básica de Saúde - BHU), part of the FHS, and an AMA. PCATool Brazil questionnaire were applied to 616 adults older than 18 years, living in the area linked to the BHU, registered or not in the BHU. Individuals with affiliation to none of the two services, i.e., that did not used the units in the last year, were excluded from the analysis. Besides the PCATool Brazil questionnaire, composed by 87 questions focused on the measurement of the essential and derived PHC attributes, the researchers applied a sociodemographic questionnaire to evaluate sociodemographic characteristics such as age, sex, occupation, education and social class. Data collection occurred between November 2013 to July 2014 in the participant household at different schedules during the day by previously trained interviewers. Each visit demanded 20 to 40 minutes. There was no previous phone contact. PCATool Brazil scores for AMA and BHU units were calculated as instructed by PCATool\'s manual. RESULTS: Of the 616 questionnaires, 76.3% reported an affiliation with the BHU and 12.3% with the AMA. BHU users were from lower social level compared to the AMA. BHU presented higher essential and general scores: 5.64 (95%CI, 5.53 to 5.74) and 5.58 (95%CI, 3.44 to 3.95), respectively, compared to 3.70 (95%CI 3, 44 to 3.95) and 3.38 (95%CI 3.08 to 3.59) of the AMA. BHU showed higher average scores in almost all attributes, reaching high PHC orientation in two of them: \"First Contact - Utilization\" (7.22 - 95%CI, 6.97 to 7.47) and \"Coordination - information systems\" (7.31 - 95%CI, 7,15 to 7.47). In the AMA, the only attribute that scored higher than in BHU was \"accessibility\" with a score of 3.68 (95%CI, 3.38 to 3.98) compared to 2.46 (95% CI 2.34 to 2.58) in the BHU. Therefore, AMA did not present any attributes with high PHC orientation (no attributes had scores > 6.6). DISCUSSION: In general, the users identified a very low level of satisfactory development of PHC attributes in the two services evaluated, although BHU scores are higher than AMA\'s in 8 of the 10 attributes. CONCLUSION: UBS Luar do Sertão and AMA Pq. Fernanda did not fulfill all their possible potentials. Users realize few of the attributes proposed by Starfield for each one of the services. Although the UBS present a better performance compared to the AMA, it is lower than expected. It is necessary to make some changes to improve the performance of these units

Introdução: A adoção e a implementação de medidas de prevenção de quedas de paciente no ambiente hospitalar são indissociáveis dos atributos qualidade e segurança nos serviços de saúde, pressupondo uma abordagem sistêmica, na qual o êxito depende do compromisso e da responsabilidade da organização, dos profissionais, dos pacientes e de seus acompanhantes. Objetivos: Compreender a vivência dos pacientes acometidos pelo evento queda e dos enfermeiros acerca do processo de implementação de medidas preventivas e do monitoramento do evento queda de paciente em um hospital privado do Município de São Paulo. Caminho Metodológico: Estudo qualitativo, exploratório, descritivo na modalidade estudo de caso. O cenário foi o Hospital Alemão Oswaldo Cruz. Os participantes corresponderam a dez pacientes e 11 enfermeiras. A coleta de dados foi realizada no período entre maio de 2014 e março de 2015, empregando-se a entrevista semiestruturada gravada para os pacientes acometidos pelo evento queda, que foi transformada em narrativas, e as do grupo focal, para as enfermeiras. As narrativas oriundas das entrevistas e o material produzido nas três sessões do grupo focal foram submetidos à análise de conteúdo de Bardin, emergindo duas categorias e três subcategorias. Achados: As categorias foram: a singularidade do evento queda: da expressão do fato à manifestação de sentimentos; o olhar do paciente e familiar para os recursos institucionais: elementos da estrutura, processo e resultado; a vulnerabilidade e os determinantes no evento queda; a implementação de medidas para a prevenção de queda à luz da tríade Donabediana e o modo de ser: reflexões atitudinais acerca da interface enfermeiro-paciente. Para a análise interpretativa dos achados foram adotados os referenciais de qualidade em saúde, segurança do paciente e de autoeficácia, preconizado por Bandura. Considerações Finais: Esta investigação propiciou compreender a percepção dos pacientes e enfermeiros frente ao evento queda, interpretar e revisitar os processos assistenciais e gerenciais na prevenção e monitoramento das quedas. Por conseguinte, permitiu elaborar propostas, visando a aprimorar os componentes de estrutura, processo e resultado para dirimir as quedas, bem como reconstruir o material instrucional e aprimorar os protocolos e planos de ação, com vistas a qualificar o cuidado na Instituição. / Introduction: The spiritual aspect is very important and is becoming increasingly necessary in the practice of health care. S Introduction: The adoption and the implementation of measures to prevent patients fall in hospital are inseparable from quality and safety dimensions in health care services, assuming a systemic approach in which success depends on the commitment and on the responsibility of the organization, of the professionals, of patients and their escorts. Objectives: Understand the experience of patients affected by fall events and nurses about the process of implementation of preventive measures and the monitoring of the event of fall at a private hospital in the city of São Paulo. Methodology: Qualitative, exploratory, descriptive study, a case study. The scenario was Hospital Alemão Oswaldo Cruz. Participants corresponded to ten patients and 11 nurses. Data collection was made from May 2014 to March 2015, by applying semi structured interview recorded to patients affected by fall event, which was converted into narratives, and the focus group for the nurses. The narratives from the interviews and the material produced in the three sessions of the focus group were submitted to Bardin content analysis, emerging two categories and three subcategories. Findings: The categories were, the singularity of fall event: from the fact itself to the manifestation of feeling; the perception of the patient and family regarding the institutional resources: elements of structure, process and outcome; the vulnerability and major factors in the fall event; the implementation of measures to prevent fall according to the Donabedian triad and the way of being: attitudinal reflections on the nurse-patient interaction. For an interpretative analysis of findings, guidelines of health care quality, patient safety and self-efficacy as called for Bandura were adopted. Final comments: this research made possible the understanding of patients and nurses perception regarding the event of fall, the interpretation and revisit of health care and management processes in the prevention and monitoring of falls. Consequently, it allowed the creation of proposals in order to better the components of structure, process and result to reduce falls and also to rebuild the instructional material and improve the protocols and plans of education with the aim of qualifying care in the institution.