Made available in DSpace on 2016-04-26T14:53:40Z (GMT). No. of bitstreams: 1 Marilei Jose Schiavi.pdf: 330815 bytes, checksum: d0853d393ed6438f488e7eb3d2825a8e (MD5) Previous issue date: 2012-05-25 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This research aims to study the radio as a way to serve the community. For this purpose it analyzed a specific radio show that is on the air for almost fifty years and leads the score of audience, every morning, in the region called Alto Tietê. This radio-news show is called Radar Noticioso of the radio Metropolitana AM 1070 in the city of Mogi das Cruzes. The Metropolitana radio covers more than eleven cities, with over 2.5 million inhabitants. The choice of this program as an object of this research was due the longevity of it almost fifty years, the credibility that grew along this years inside the community. Because of it, the radio-news show was featured in the flow of the demand on the people who listen to it that seek an environment that support them in solving their personal and collective problems. The study is presented in three parts. First the history of the radio, since it origins to present. The second part focuses on the experience of radio in building citizenship a successful experience of Radio Metropolitana de Mogi das Cruzes. The results show that the Metropolitan Radio listener recognize it as a provider of services to the community, and among the programs of this radio, is highlighted in the speech of the interviewees. The Radar Noticioso, the news program, listens to the appeals from listeners and seeks solutions between those responsible for political actions within the region where it reaches. We conclude that the radio, through that program, support the population in providing social service to the community / A presente dissertação objetiva estudar a rádio como prestadora de serviços à comunidade. Para tanto analisou-se um programa específico que está no ar há quase cinquenta anos e lidera a audiência na região do Alto Tietê todas as manhãs. Trata-se do Radar Noticioso da Rádio Metropolitana AM 1070 de Mogi das Cruzes. A Rádio Metropolitana cobre mais de onze municípios, com mais de 2,5 milhões habitantes. A escolha do referido programa enquanto objeto desta pesquisa considerou, além da longevidade de duração do programa, a credibilidade deste junto a comunidade que o sintoniza, caracterizado no fluxo de procura por parte dos ouvintes, que buscam um meio que os auxilie na resolução de seus problemas pessoais e comunitários. O estudo apresenta-se em três momentos. No primeiro momento é apresentado o rádio das suas origens à atualidade. No segundo enfoca-se a experiência de rádio cidadã da Rádio Metropolitana de Mogi das Cruzes. No terceiro momento são apresentados os resultados da investigação, que buscou compreender o papel da rádio e sua atuação na área da prestação de serviços à comunidade, especificamente na defesa dos interesses dos cidadãos consumidores. Os resultados apontam que os ouvintes da Rádio Metropolitana reconhecem-na como uma prestadora de serviços à comunidade, e dentre os programas da referida rádio, ganha destaque, na fala dos entrevistados, o Programa Radar Noticioso que atende aos apelos dos ouvintes e busca soluções entre os responsáveis pelas ações políticas na região onde ele alcança. Com isso a rádio, por meio referido programa, acaba desempenhando papel social na prestação de serviço à comunidade

O trabalho artístico infanto-juvenil é a temática que norteia a presente pesquisa. Dentro desse tema, observa-se uma discussão ampla na doutrina sobre a sua validade e qual a forma jurídica da prestação de serviços quando a atividade é exercida por crianças e adolescentes. Para enveredar por esta problemática, traz-se como suporte metodológico a abordagem dedutiva e técnica de pesquisa bibliográfica. O texto esta dividido em capítulos, onde se abordam os distintos assuntos que confluem para os objetivos pretendidos. São eles: evolução das regras jurídicas de direito do trabalho e defesa da exploração do trabalho das crianças e adolescentes, importância do estudo das artes para o ser humano em desenvolvimento e legalidade dessa prática, e, por último, a inclusão dessa discussão no ordenamento jurídico pátrio. A conclusão a que se chega é que, de acordo com as regras jurídicas aplicáveis atualmente, é válido o trabalho infanto-juvenil artístico, desde que cumpridas as normas legais em vigor. / The artwork juvenile is the theme that guides the present research. Within this theme, there is a broad discussion on the doctrine on which the validity and the legal form of the service when the activity is carried out by children and adolescents. To embark on this issue brings up as methodological support the deductive approach and technical literature. The text is divided into chapters, which deal with the different issues that converge to the desired goals. They are: the evolution of legal rules of labor law and defense of labor exploitation of children and adolescents, the importance of the study of the arts to the developing human and legality of this practice, and, finally, the inclusion of this discussion in the legal paternal. The conclusion reached is that, according to the applicable legal rules currently valid work juvenile art, provided it fulfills the legal provisions in force

Statistikos duomenys liudija apie didėjantį turizmo paslaugų teikimo srityje atsirandančių visuomeninių santykių aktualumą. Vis aktualesnis tampa ir tinkamas šių visuomeninių santykių teisinis reglamentavimas. Šio darbo tikslas - įvertinti turizmo paslaugų teikimo teisinio reglamentavimo turinį, specifiką bei veiksmingumą Lietuvos Respublikoje. Darbe analizuojami pagrindiniai teisės norminiai aktai, reglamentuojantys turizmo paslaugų teikimą Lietuvoje, trumpai aptariant jų reglamentavimo sferą, pagrindines nuostatas, jų tikslus, tarptautinių ir Europos Sąjungos teisės norminių aktų ryšį su nacionaline teise. Daug dėmesio skiriama praktiniam turizmo paslaugas reglamentuojančių normų įgyvendinimui. Teisės aktai aptariami atskleidžiant su jais susijusias turizmo paslaugų teikimo aktualijas bei teismų praktiką šioje srityje. Lietuvos įstatymų normos lyginamos su kaimyninių Baltijos ir Skandinavijos bei Vokietijos šalių teisės norminiais aktais, vertinamas Europos Sąjungos teisės normų perkėlimas į nacionalinę teisę. Darbe nagrinėjimui pasirinkti opiausi praktikoje klausimai, svarbūs tiek turizmo paslaugų teikėjams, tiek gavėjams. Pasitaikantys teisės normų pažeidimai, skirtingas teisės normų interpretavimas, kartais pačių teisės normų netobulumas lemia ginčų tarp sutarties šalių atsiradimą. Darbas užbaigiamas turizmo paslaugų teikimą reglamentuojančių teisės normų įgyvendinimo užtikrinimo mechanizmo nagrinėjimu. Apibendrinant darbe išdėstytą medžiagą daroma išvada, kad turizmo... [toliau žr. visą tekstą] / Statistics reflect the growth of the importance of the social relations stemming from the field of the provision of tourist services and leads to the growth of relevance of the proper legal regulation of these social relations. The main object of this study is to estimate the substance, peculiarities and effectiveness of the legal regulation of the provision of tourist services in the Republic of Lithuania. Main legal acts that regulate the provision of tourist services in Lithuania are analyzed in the study. Flied of regulation of these legal acts, most important provisions, their evolution, objects, interconnections between national, international law and law of the European Union are discussed. A lot of attention is paid to the research of practical implementation of the legal norms. Legal acts are discussed in the light of the related topicalities and decisions of the courts in the field of the provision of tourist services. Lithuanian legal norms are compared with neighbouring Baltic, Scandinavian and Germany countries legal norms, European Union legal norms transference to the national law is estimated. Topical issues from the practice of the provision of the tourist services, important both to the providers of the servines and to the consumers are chosen to examine. Contraventions, different interpretation and sometimes imperfection of the very legal norms lead to the legal disputes between the parties of the contract. The study is finished with the review of the... [to full text]

Submitted by Daniele Mendonça (daniele.mendonca@ucsal.br) on 2018-06-05T20:45:35Z No. of bitstreams: 1 DISSERTACAOMARIANOVAES.pdf: 3452284 bytes, checksum: 27fb877b5e561e3e4296a9c2d4381cd2 (MD5) / Approved for entry into archive by Rosemary Magalhães (rosemary.magalhaes@ucsal.br) on 2018-06-06T13:06:00Z (GMT) No. of bitstreams: 1 DISSERTACAOMARIANOVAES.pdf: 3452284 bytes, checksum: 27fb877b5e561e3e4296a9c2d4381cd2 (MD5) / Made available in DSpace on 2018-06-06T13:06:00Z (GMT). No. of bitstreams: 1 DISSERTACAOMARIANOVAES.pdf: 3452284 bytes, checksum: 27fb877b5e561e3e4296a9c2d4381cd2 (MD5) Previous issue date: 2018-02-26 / A efetividade da medida socioeducativa de Prestação de Serviços à Comunidade – PSC executada no âmbito da Defensoria Pública no Município de Salvador é o objeto trazido aqui ao estudo, conforme a doutrina da proteção integral assentada no Estatuto da Criança e do Adolescente, que reformulou a compreensão acerca de adolescentes que cometem ato infracional e o caráter das medidas socioeducativas a eles aplicadas. Trata-se de uma pesquisa qualitativa, e, a fim de assegurar a ampla compreensão do tema, o trabalho apresentará capítulos teóricos que contextualizarão os conceitos de ato infracional e medidas socioeducativas, apresentação da prática na Defensoria Pública, finalizando em considerações sobre a relação estabelecida entre a teoria e a pesquisa empírica buscada neste estudo. Com o objetivo de compreender a execução da medida socioeducativa de PSC pela Defensoria Pública do Estado da Bahia, o presente estudo propõe aprofundar o conhecimento sobre as circunstâncias da execução desta medida e identificar a efetividade do cumprimento desta medida para garantir seu caráter pedagógico e os direitos preconizados a este público específico de adolescentes a quem foi aplicada a PSC. / The effectiveness of the socioeducative measure of Provision of Services to the Community - PSC executed within the scope of the Public Defender's Office in the Municipality of Salvador, is the object brought here to study in accordance with the doctrine of integral protection established in the Statute of the Child and Adolescent, who reformulated the understanding of adolescents who commit an offense and the nature of the socioeducative measures applied to them. It is a qualitative research, and, in order to ensure a broad understanding of the subject, the work will present theoretical chapters that contextualize the concepts of offender and socio-educational measures, presentation of the practice in the Public Defender's Office, ending in considerations on the relationship established between the theory and the empirical research sought in this study. With the aim of understanding the execution of the socioeducative measure of PSC by the Public Defender of the State of Bahia, this study proposes to deepen the knowledge about the circumstances of the execution of this measure, and to identify the effectiveness of compliance with this measure to guarantee its pedagogical nature and the rights advocated to this specific audience of adolescents to whom the PSC was applied.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / There is a consensus among researchers and practitioners that logistics plays a strategic role, regardless of the activity or sector in which the organization operates. This reputation is due to the web of interrelations involved and the scope of their actions. However, in this global context, numerous elements, the logistics focus of this study is presented as a pillar of support and integration link of the chain. Research focusing on the assessment of logistics performance in service companies are scarce, which is a gap to be filled. Most of the jobs found are directed to review the logistics companies in manufacturing and service level considering only the vision of the client (from the outside) and not aspects that focus within the organization. Based on this gap, we present the research problem: how to evaluate logistics performance in a service company? With the intention of finding alternatives to the problem was indispensable study on the subject using theoretical basis of the survey on the industry besides defining the basis for reasoning model and identification of submerged logistics processes. It was essential to the description of the methodology of multicriteria constructivist-MCDA-C, as this was used as the basis for the model to be proposed. To this end, we proceeded with a systematic search of mapping the current situation based on the variables identified, allowing opportunities for streamlining processes, providing a vision of the future state and to guarantee the sustainability of suggested actions. Aiming to solidify and test the model, we used the procedure with case study application in a company providing telecommunications services which operates in three Brazilian states, where it became possible to evaluate the performance of logistics, respecting the variables identified enabling the assessment be observed each individual case and its coverage globally. In this format, the proposed model seeks to provide conditions for the company to monitor the performance of their actions, maintaining indexes for goal setting and periodic evaluations of individual and collective performance. The proposed model proved to be suitable for providing a tool where there is a systematic process of continuous improvement with a focus on integration and advancement of logistics performance solidified. / Há uma conformidade entre profissionais e pesquisadores que a logística desempenha um papel estratégico, independentemente da atividade ou segmento em que a organização atua. Essa notoriedade se dá pela teia de inter relações envolvida e de abrangência das suas ações. Porém, nesse contexto global, de inúmeros elementos, a logística cerne deste estudo, é apresentada como pilar de sustentação e elo de integração de toda a cadeia. Pesquisas com foco na avaliação de desempenho logístico em empresas prestadoras de serviço são escassas, o que representa um hiato a ser preenchido. Na sua maioria, os trabalhos encontrados estão direcionados a avaliar a logística em empresas de manufatura e o nível de serviço considerando apenas a visão do cliente (de fora para dentro) e não aspectos que incidem dentro da organização. Com base nesta lacuna, é apresentado o problema de pesquisa: como avaliar o desempenho logístico em uma empresa prestadora de serviços? Na intenção de encontrar alternativas para o problema foi indispensável estudar a acerca do tema utilizando-se do levantamento de base teórica sobre o setor além de delimitar as bases para fundamentação do modelo e a identificação dos processos submergidos à logística. Foi indispensável à descrição da metodologia de multicritério construtivista- MCDA-C, pois esta foi utilizada como base para o modelo a ser proposto. Para tal, procedeu-se com uma sistemática na busca de mapear a situação atual a partir das variáveis identificadas, permitir oportunidades de melhoria dos processos, dando uma visão do estado futuro e que garantissem a sustentabilidade das ações sugeridas. Com o objetivo de solidificação e teste do modelo, utilizou-se do procedimento estudo de caso com aplicação em uma empresa prestadora de serviços de telecomunicação que atua em três estados brasileiros, onde tornou-se possível avaliar o desempenho da logística, respeitando as variáveis identificadas, possibilitando ser observada a avaliação individual a cada processo e a sua abrangência de forma global. Neste formato, o modelo proposto busca apresentar condições para a empresa acompanhar o desempenho de suas ações, sustentando índices para estabelecimento de metas e avaliações periódicas de desempenho individual e coletivo. O modelo proposto mostrou-se apropriado por prover uma ferramenta em que há um processo sistemático de melhoria contínua com foco na integração e no avanço solidificado do desempenho logístico.

Esta dissertação discute os dilemas e tensões envolvidos na provisão de serviços socioassistenciais por atores não-estatais, por meio da compreensão da atual dinâmica de papeis e relações entre Estado e organizações da sociedade civil (OSC) na área da assistência social no Brasil, sobretudo frente às reconfigurações na política nacional ocorridas no período recente (a partir dos anos 2000) o que tem como marco o Sistema Único da Assistência Social (SUAS). Para tal, buscou-se analisar o processo de constituição do papel das OSC na área da assistência social no Brasil no último século, identificando os efeitos dos principais marcos temporais e normativos desta trajetória, para, assim, discutir o significado da criação e implementação do SUAS no que se refere às relações entre Estado e OSC; além disso, pretendeu-se identificar as diferentes concepções a respeito do atual papel das OSC na política pública de assistência social. Entre as principais tendências e resultados identificados, observou-se uma expressiva participação das OSC na composição (junto com o poder público) da oferta de serviços do SUAS, realidade esta bastante heterogênea territorialmente no país. É possível destacar também um processo de mudança de concepções hegemônicas a respeito da participação privada na oferta dos serviços do SUAS ao longo do processo de implementação deste sistema, com crescente reconhecimento, legitimação e, sobretudo, regulamentação de sua atuação na lógica dessa política nacional. Apesar do intenso esforço de regulamentação da atuação das OSC na política pública de assistência social, observou-se que o modo como os direcionamentos do SUAS são implementados por elas não é uniforme e pode envolver diferentes dinâmicas, que variam de acordo com os perfis organizacionais, os recursos de poder e os contextos territoriais e institucionais locais. / This Dissertation aims to discuss tensions and dilemmas in the provision of social assistance services by non-state actors, approaching the dynamics among state and civil society organizations (CSOs) in the field of social assistance in Brazil, especially concerning the current political context (from the 2000s) - which is defined by the performance of the Unified Social Assistance System (USAS). To this end, changes in the role of CSOs in the field of social assistance in Brazil are analysed, while effects of major events and regulatory frameworks are identified. Accordingly, the meaning and the implementation process of the USAS is discussed with regard to the state-CSOs relationship. Furthermore, the aim of this investigation was to identify the various conceptions of the current role of CSOs in social assistance policies. Among the main trends and results described, a significant participation of CSOs (in partnership with the government) in providing USAS services is prominent, besides a very heterogeneous reality in the country. A process of change in the hegemonic conceptions of private participation in the provision of USAS services throughout the system implementation was highlighted, mainly a growing recognition, legitimacy and, above all, regulation of its activities in the logics of national policy. In spite of the intense effort for regulating CSOs social assistance actions, it was observed that the way that the USAS directions are implemented by them is not uniform and may involve different dynamics that vary significantly corresponding to their organizational profiles, their power resources as well as their territorial and local institutional contexts

La présente thèse traitant de la libre circulation des avocats tant du point de vue de la réglementation de l'Union que de sa mise en œuvre en Slovaquie comporte deux parties, la première traitant de la reconnaissance des diplômes et des qualifications professionnelles et des modalités d’exercice de la profession d’avocat et la deuxième relative à la prestation de services et à l’établissement des avocats. Grâce aux initiatives du législateur, mais aussi du juge de l’Union, la migration des avocats dans le marché intérieur européen a été largement facilitée, tout en préservant les sauvegardes de qualité des services juridiques prêtés par les avocats migrants dans l’Union européenne. S’agissant de la réglementation slovaque de la profession d’avocat, celle-ci est largement conforme au cadre juridique de l’Union. Néanmoins, certaines dispositions du droit slovaque transposant l’acquis de l’Union ne semblent pas être précisément transposées et conformes à la réglementation de l’Union correspondante. / The present thesis dealing with the free movement of lawyers both with respect to EU law and its implementation in Slovakia consists of two parts, the first part dealing with the recognition of diplomas and professional qualifications and conditions of exercise of the profession of lawyer and the second part concerning the provision of services by and establishment of lawyers. Thanks to the initiatives of the EU legislator, but also of EU courts, migration of lawyers in the internal European market has been largely facilitated, whilst preserving the guarantees of quality of legal services provided by migrating lawyers in the EU. As far as the Slovak rules on the profession of lawyer are concerned, these are largely consistent with the EU legal framework. Nonetheless, certain provisions of Slovak law transposing the EU acquis do not seem to be precisely transposed and consistent with the corresponding EU rules.

Una asociación sin fines de lucro, cuyo propósito de constitución atiende a la realización de actividades de auxilio mutuo y asistencia social, ¿se encontraría afecta al pago del Impuesto General a las Ventas de prestar servicios médicos a título oneroso y percibir ingresos por concepto de cuotas de afiliación de distintos programas de Salud? Este es el caso de la Sociedad Francesa de Beneficencia, que de acuerdo con el Tribunal Fiscal en la Resolución N°2146-5-2010, se encuentra afecta al Impuesto General a las Ventas por las referidas operaciones realizadas durante los periodos de diciembre de 1998 a diciembre de 1999. En primera instancia, se declaró fundada la demanda contencioso administrativa, alegandose que producto de su inafectación al Impuesto a la Renta, no es contribuyente de dicho impuesto ni del Impuesto General a las Ventas. En segunda instancia, se revoca la referida sentencia, la Sociedad Francesa de Beneficencia se encuentra afecta al Impuesto General a las Ventas por realizar operaciones de carácter habitual cuyos ingresos percibidos son pasibles de calificar como renta de tercera categoría, independientemente de su inafectación al Impuesto a la Renta, cumpliéndose con el aspecto material de la prestación de servicios del Impuesto General a las Ventas. Finalmente, la Sala Constitucional y Social de la Corte Suprema confirmó la sentencia de primera instancia al señalar, que si bien la asociación realiza actividad empresarial para el cumplimiento de sus fines de auxilio mutuo, producto de la inafectación del Impuesto a la Renta, no cumple con el aspecto material de la hipótesis de incidencia de la prestación de servicios. / Trabajo de suficiencia profesional

L'Internet des objets (IoT) implique la connexion des appareils embarqués tels que les capteurs, les électroménagers, les compteurs intelligents, les appareils de surveillance de la santé, et même les lampadaires à l'Internet. Une grande variété d'appareils intelligents et en réseau sont de plus en plus à la disposition de bénéficier de nombreux domaines d'application. Pour faciliter cette connexion, la recherche et l'industrie ont mis un certain nombre d'avancées dans la technologie microélectronique, de la radio de faible puissance, et du réseautage au cours de la dernière décennie. L'objectif est de permettre aux appareils embarqués de devenir IP activé et une partie intégrante des services sur l'Internet. Ces appareils connectés sont considérés comme les objets intelligents qui sont caractérisés par des capacités de détection, de traitement, et de réseautage. Les réseaux personnels sans fil à faible consommation d'IPv6 (6LoWPANs) jouent un rôle important dans l'IoT, surtout sur la consommation d'énergie (de faible puissance), la disponibilité omniprésente (sans fil), et l'intégration d'Internet (IPv6). La popularité des applications sur le Web, aux côtés de ses standards ouverts et de l'accessibilité à travers d'une large gamme d'appareils tels que les ordinateurs de bureau, les ordinateurs portables, les téléphones mobiles, les consoles de jeu, fait que le Web est une plateforme universelle idéale pour l'IoT à l'avenir. Par conséquent, quand de plus en plus d'objets intelligents se connectent à l'Internet, l'IoT est naturellement évolué pour la provision des services des objets intelligents sur le Web, comme des millions de services Web d'aujourd'hui. Puis vient une nouvelle opportunité pour des applications vraiment intelligentes et omniprésentes qui peuvent intégrer des objets intelligents et des services Web conventionnels en utilisant des standards Web ouverts. Nous appelons ces applications les applications IoT sur le Web. Cette thèse propose une solution complète pour la provision de 6LoWPAN avec une annotation sémantique pour pousser le développement d'applications IoT sur le Web. Nous visons à offrir des services d'objets intelligents pour le Web et les rendre accessibles par beaucoup d'API Web qui existe en considérant des contraintes de 6LoWPAN comme les ressources limitées (ROM, RAM et CPU), la faible puissance, et la communication à faible débit. Il y a quatre contributions: (i) La première contribution est sur l'architecture globale de la provision sémantique de services pour les applications IoT sur le Web qui comprennent trois sous-systèmes: le système de communication des services, le système de provision des services, et le système d'intégration des services. (ii) La deuxième contribution étudie un modèle d'interconnexion entre les réseaux 6LoWPAN et les réseaux IPv6 réguliers par la conception, la mise en oeuvre et l'évaluation de la performance d'un 6LoWPAN qui constitué des MTM-CM5000-MSP TelosB motes pour les objets intelligents, et le Raspberry Pi pour un routeur de bordure. (iii) La troisième contribution présente en détails de l'architecture, des algorithmes et des mécanismes pour la provision des services des objets intelligents fiables, évolutifs et sécurisés en respectant des contraintes de ressources limitées; (iv) La quatrième contribution est composée de deux applications innovantes IoT sur le Web pour l'intégration des services dans lesquels nous appliquons l'architecture proposée: un système d'automatisation de la construction (SamBAS) et une plateforme Social IoT (ThingsChat) / This dissertation proposes a complete solution to provision 6LoWPAN services with semantic annotation that enables the development of IoT applications on Web. We aim to bring smart object services to the Web and make them accessible by plenty of existing Web APIs in consideration of 6LoWPAN constraints such as limited resources (ROM, RAM, and CPU), low-power, and low-bitrate communication links. There are four contributions: (i) The first contribution is about the overall architecture of the semantic service provisioning for IoT application on Web consisting of three subsystems: service communication, service provisioning, and service integration. (ii) The second contribution studies the internetworking model between 6LoWPAN and regular IPv6 networks by a design, implementation, and performance evaluation of a 6LoWPAN consisting of MTM-CM5000-MSP TelosB motes with TI MSP430F1611 microprocessors and CC2420 IEEE 802.15.4 radio transceivers for smart objects, and Raspberry Pi for an edge router; (iii) The third contribution presents the detailed architecture, algorithms, and mechanisms for provisioning reliable, scalable, and secure smart object services with respect to its resource-constrained requirements; (iv) The fourth contribution is in application domain for service integration in which we apply the proposed architecture on two innovative IoT applications on Web: a building automation system (SamBAS) and a Social IoT platform (ThingsChat)

Aujourd’hui, la satisfaction des utilisateurs des services de santé est reconnue comme une mesure de la qualité des soins. Au Québec, le congé précoce en obstétrique constitue la norme pour les mères ayant donné naissance à un bébé en santé. Selon la littérature, cette pratique n’entraîne pas de répercussions négatives pour la santé des mères et de leur nouveau-né à condition qu’un suivi adéquat soit assuré. D’autre part, bien qu’il semble que la diminution de la durée du séjour hospitalier soit appréciée par les mères, peu de données sont disponibles relativement aux caractéristiques menant à l’appréciation du suivi postnatal. Objectifs : Cette étude s’intéresse principalement à la première visite à domicile effectuée par une infirmière suite au congé précoce en obstétrique. Dans un premier temps, elle vise à tracer un portrait des mères en fonction du délai de la première visite à domicile et, dans un second temps, à connaître les facteurs associés à l’appréciation, par les mères, du délai de cette visite. Méthode : Les données de cette étude ont été recueillies au Québec, entre janvier 2002 et janvier 2003, lors d’une enquête téléphonique effectuée auprès de mères de bébés nés en santé, un mois suivant leur accouchement vaginal sans complication (n=1548). Pour nos analyses, nous avons retranché les mères ayant eu une durée de séjour de plus de 60 heures, une grossesse de moins de 37semaines et un bébé pesant moins de 2500 g à la naissance. Notre échantillon se compose donc de 1351 mères. Résultats : 86,2 % des mères ont reçu une offre de visite à domicile. La majorité (80.2 %) des mères ont reçu la visite dans les trois premiers jours suivant leur retour à la maison, dont près du tiers (28,1 %), dans les 24 premières heures. Comparativement aux mères visitées au deuxième ou troisième jour suivant le congé, celles visitées dans les 24 premières heures ont jugé la durée de séjour hospitalier trop courte (p=0,018) et reçu un appel de l’infirmière qui a duré plus longtemps (p=0, 009). De plus, au moment du congé, elles perçoivent leur bébé en moins bonne santé (p=0,029). Elles ont aussi accouché d’un bébé plus petit (p=0,052) qui a tendance à avoir présenté des signes d’ictères pendant le séjour hospitalier (p=0,100). D’autre part, la majorité des mères (86,4 %) disent que le délai de la première visite à domicile est adéquat alors que 11,6 % le jugent trop court et 2,3 % trop long. Pour les mères visitées au premier jour, l’analyse multivariée révèle que certaines caractéristiques et certains besoins sont associés à la perception que le délai de la visite est trop court : une seule visite postnatale, un revenu familial de plus de 40 000 $, la perception que la durée de séjour est trop longue et le fait de ne pas allaiter. Pour les mères qui reçoivent la visite au deuxième et troisième jour, ce sont, seulement, le fait d’avoir été au rendez-vous médical et le fait d’avoir reçu une seule visite qui sont associés à la perception que le délai de la visite est trop court. Pour conclure, au Québec, le programme de suivi postnatal universel semble en mesure d’offrir une visite à domicile dans les délais prescrits à une majorité de mères. Les résultats de cette étude suggèrent que le délai de la première visite à domicile n’est pas optimal pour toutes les mères et permettent d’envisager que certaines mères auraient souhaité recevoir une seconde visite plus tardivement au cours de la période postnatale. D’autres recherches devront être effectuées afin de parfaire nos connaissances relativement au moment idéal pour réaliser les interventions postnatales.Mots clefs : Satisfaction, appréciation des utilisateurs, qualité des soins, programme universel, suivi postnatal, congé précoce en obstétrique, visite à domicile, délai de la visite, provision des services. / Patient satisfaction is now recognized as part of a measure of quality of care. In Québec, early discharge following normal delivery is common practice. Early discharge was proven to have no impact on the mother’s and baby’s health status when adequate follow-up is ensure. Women’s seems to appreciate early discharge but few studies have explored the factors contributing to the expression of satisfaction regarding home visits in the context of postnatal early discharge. Objectives: This study as two main objectives. First, we want to identify which characteristics are associated with the delay of the first postnatal visit. Second, we want to determine which factors are contributing to the appreciation of the visit’s delay. Methods : Data were obtained through a telephone survey conducted in the province of Quebec between January 2002 and January 2003. Mothers that had a normal vaginal delivery and a healthy baby were reached one month after giving birth (n=1548). For analysis purposes, mothers with length of stay above 60 hours, less than 37 week of pregnancy and a newborn weighing less than 2500 g at birth were cut off leaving a sample of 1351 mothers. Results: 86.2% of the mothers have been offered a postnatal visit. Most women (80.2%) received a home visit within three days and almost a third (28.1%) within the first 24 hours after hospital discharge. When compared to the mothers who received the visit within 2 or 3 days, mothers that received a visit within the first 24 hours found the hospital stay too short (p=0.018) but received a longer telephone call by the nurse (p=0.009). These mothers gave birth to smaller babies (p=0.052) whom also presented jaundiced while being in the hospital (p=0.100). Finally, at discharge, these mothers perceive their baby to be less healthy (p=0.029). On the other end, 86.4 % of all mothers are satisfied with the delay of the first postnatal visit, while 11.6% of them found it too short and 2.3% too long. For the mothers visited the first day, logistic regression analysis reveals that some characteristics as: having only one postnatal visit, a family income of more than 40 000$, perceived hospital stay as too long and not breastfeeding, are significantly associated with the perception of having a visit too soon after hospital discharge. For mothers visited on the second or third day after discharge, the perception that the delay was too short is only significantly associated with having a baby’s medical appointment within the first two weeks and one postnatal visit. Conclusion: Quebec’s postnatal visit program seems to offer a visit within an adequate length of time for the majority of mothers. Results of this study suggest that the time after the hospital discharge for the first visit might not be optimal for all mothers. This allows us to consider that some mothers would have appreciated a second postnatal visit. Further studies are needed to pursue analysis of the delays between discharge and the first visit in order to better meet the needs of mothers. Keywords :Satisfaction, user evaluation, quality of care, universal program, postnatal care, postpartum early discharge, home visit, timing, service provision