No presente estudo, realizado em trÃs municÃpios do interior do Cearà com boa cobertura de serviÃos de AtenÃÃo PrimÃria à SaÃde (APS), foram investigados atravÃs de um instrumento epidemiolÃgico denominado AutÃpsia Verbal (AV), 215 Ãbitos de crianÃas menores de um ano de idade, representando 90% do total identificado num perÃodo de dois anos - 1993/1994. Foram averiguadas as caracterÃsticas sÃcio-econÃmicas, cuidados e higiene, estado nutricional, o processo de doenÃa-assistÃncia-morte, a causa bÃsica do Ãbito, o funcionamento do Sistema de InformaÃÃo sobre Mortalidade e do Sistema de InformaÃÃo dos Agentes de SaÃde (AS). Dentre os Ãbitos investigados, 39,1% tiveram como causa bÃsica diarrÃia, seguida da Prematuridade que representou 17,2% dos casos e InfecÃÃo RespiratÃria Aguda (IRA) - 10,2%. Quanto ao processo doenÃa-assistÃncia-morte, destaca-se que 49,5% das crianÃas morreram no domicÃlio, embora 79% das famÃlias tenham procurado os serviÃos de saÃde no decorrer da doenÃa fatal, sugerindo uma baixa efetividade na identificaÃÃo e no tratamento de lactentes com doenÃas graves. Em 84% dos casos, a famÃlia procurou a rezadeira. Os AS foram procurados em 29% dos casos, embora tenham notificado 78% dos Ãbitos investigados, chamando atenÃÃo para a necessidade destes profissionais serem melhor treinados para intervir nestes casos. A concordÃncia estatÃstica do diagnÃstico dos AS para causa bÃsica do Ãbito em relaÃÃo ao da AV foi boa para diarrÃia, regular para outras causas, e fraca para IRA. Na discussÃo sÃo relatadas iniciativas tomadas pelas equipes de saÃde dos trÃs municÃpios com base nas informaÃÃes obtidas pelas AV com o objetivo de evitar novas mortes. O Estudo conclui que a investigaÃÃo de Ãbitos com instrumento de AV pode ser incorporada à rotina dos serviÃos de APS do Estado, propiciando informaÃÃes valiosas para as equipes locais de saÃde e gerando uma consciÃncia crÃtica que favorece a reduÃÃo da mortalidade infantil. / This study, was done in three municipalities of Cearà with Primary Health services funcioning at least four years. It was investigated with an epidemiological instrument, the verbal autopsy (VA), 215 deaths of children less one year of age, 90% of total identificated deaths from january, 1993 to dezember 1994. It was investigated social and economicas caratheristics, care with the children, nutricional status, basic cause of death. It was investigated too, the funcioning of Mortality Information Sistem (SIM), the Information Sistem of Comunitary Health Workers (CHW) Sistem and the sickness-assistance and death process. The basic cause of the investigated deaths by the VA was diarrhoea (39,1%), prematurity (17,2%) and acute respiratory infection (ARI), 10,2%. About the sickness-assistance and death process, 49,5% of the children died at home, however 79% of the families have had search for health services during the children sickness. This indicates low efectivity in identification and treatment of sick infants. The families search for popular healers in 84% of cases. The CHW was searched for 29% families, however have had notificated 78% of investigated deaths, showing the necessity of better training. The statistical concordance between information of CHW and VA about basic cause of death was good to diarrhoea, regular to other cases, and low to ARI. In the discussion is related actions of health workers of three municipalities based on the information of VA to reduce infant mortality. The study concluded that the investigation of infant deaths with an instrument of VA can be incorporated to the routine of Health Primary Services of CearÃ.

The context of this research is the coping and wellness of call centre agents in a characteristically high-stress work environment. The purpose of the study was to construct a psychological coping profile by investigating the relationship between individuals‘ wellness-related dispositional attributes and their resiliency-related behavioural capacities which has been under researched in a call centre work environment. A quantitative cross-sectional survey approach was followed. The population comprised predominantly of a non –probability sample of (N=409) predominantly early career permanently employed black females employed in call centres in Africa. Correlation and multivariate statistics highlighted cognitive (cynicism and hardy-control), affective (managing own emotions) and conative (hardy-commitment) behavioural elements that should be considered in the psychological coping profile of call centre agents. Age and gender were also shown to be significant moderators of the relationship between the wellness-related attributes and the resiliency-related capacities. The main findings are reported and interpreted in terms of an empirically derived psychological coping profile. The findings may provide valuable pointers for the design of wellness intervention practices which add to the body of knowledge concerned with employee wellness in call centres / Industrial & Organisational Psychology / D.Litt. et Phil. (Industrial and Organisational Psychology)

The context of this research is the coping and wellness of call centre agents in a characteristically high-stress work environment. The purpose of the study was to construct a psychological coping profile by investigating the relationship between individuals‘ wellness-related dispositional attributes and their resiliency-related behavioural capacities which has been under researched in a call centre work environment. A quantitative cross-sectional survey approach was followed. The population comprised predominantly of a non –probability sample of (N=409) predominantly early career permanently employed black females employed in call centres in Africa. Correlation and multivariate statistics highlighted cognitive (cynicism and hardy-control), affective (managing own emotions) and conative (hardy-commitment) behavioural elements that should be considered in the psychological coping profile of call centre agents. Age and gender were also shown to be significant moderators of the relationship between the wellness-related attributes and the resiliency-related capacities. The main findings are reported and interpreted in terms of an empirically derived psychological coping profile. The findings may provide valuable pointers for the design of wellness intervention practices which add to the body of knowledge concerned with employee wellness in call centres / Industrial and Organisational Psychology / D.Litt. et Phil. (Industrial and Organisational Psychology)