Curricular Unit:			Code:
Service Techniques and Strategies			1096TEA
Year:	Level:	Course:	Credits:
2	CTSP	Health Services Aid	6 ects
Learning Period:		Language of Instruction:	Total Hours:
Winter Semester		Portuguese/English	78
Learning Outcomes of the Curricular Unit:
understand the importance and specificities of care in health services (differentiated and humanitarian care); - mastering the main customer service techniques from the perspective of communication and public relations (telephone and in person). - be able to provide highly efficient care services, satisfying users, their families and others, retaining them and promoting the institution's image; - manage information in an appropriate, effective and targeted way; - the importance of working in groups (in a multidisciplinary team); - solve problems and manage possible complaints; - constructively manage the relationship with the sick person, family members and others, even in more delicate situations - apply knowledge in practice
Syllabus:
Importance of the Holistic Vision of the Health Unit (NHS; Humanization Process; main Health agencies in Portugal; the path of the patient and where the assistant fits in) The role of the health assistant as a link between the different services of the health unit and their performance and interference in the health unit through good and effective customer service at different times of action (patient referral; information and management management time; ethics, profile and skills of the health assistant; personalized and excellent service) Aspects of communication with the client and in a multidirectional scope with other health professionals: Complaints in Health and forms of action to be adopted. Suggestion and preparation of day-to-day scenarios in a health unit to promote research, criticality and application of learned content by students.
Demonstration of the Syllabus Coherence with the Curricular Unit's Objectives:
The syllabus was selected and organized among themselves in an integrated manner, in order to facilitate the acquisition of knowledge and the development of skills and competences related to the administrative process in a clinical context. For all the themes developed, the student will be offered the opportunity to learn and actively reflect on the role of the administrative within the scope of health care provision.
Teaching Methodologies (Including Evaluation):
The curricular unit is developed in hours of contact, sharing and autonomous student development. For the intended objectives, expository teaching methodologies are used, interrogatives, and presentation of case studies for simulation. Classes will be theoretical-practical aimed at deepening the topics covered. The continuous assessment regime consists of a project exposition (50%) and a written test (50%). UFP's Pedagogical Regulation applies to all items.
Demonstration of the Coherence between the Teaching Methodologies and the Learning Outcomes:
Students are invited to be involved in the learning process. Student involvement in the learning process is carried out in order to motivate and promote a more sustainable acquisition of knowledge, skills and competences
Reading:
Almeida, F. (2004). Ética em Pediatria: Uma nova dinâmica num relacionamento vital?. Institucionalizações, Colapsos e Reparações de Sentido nas Organizações. Dissertação de Doutoramento em Ciências da Comunicação. Faculdade de Ciências Sociais e Humanas da Universidade Nova. Lisboa. Arruda, M. (2010).Cunha, P. e Lopes, C. (2001) Cidadania na gestão de conflitos: a negociação na, para, e com a mediação?. in Antroplógicas. No12, pp:38-43. Miguelote, S. e Cunha, P. (2014). "Uma Ponte Entre Investigação e Prática em RH: Gestão de Conflitos na Saúde" RH Magazine, pp:74-75. Mellman, D. e Adelman, Poder e Gestão de Recursos Humanos em Portugal: análise sobre a importância da negociação inter e intra-departamental Tese de Douturamento em Universidade Fernando Pessoa. Porto. Spagnol, C. e Santiago, G. et alii. (2010). Situações de conflitos vivenciados no contexto hospitalar: a visão dos técnicos e auxiliares
Lecturer (* Responsible):
Liliana Barbosa (lilianab@ufp.edu.pt)