Guidance over the delivery of the service |
I collected the blood sample and they said "You can bring it here" (...) The follow-up is being carried out here and they did not tell me to go back to the CEREST or anything. (NUR1) The nurse gave me no instructions (...) I did not receive any other instruction there except to go to the reference center. (SUR2) I did not call the Center of Reference in Diagnosis and Treatment yet, that I did not do. He did not tell me after how long I should call (...) but he did not mention follow-up. (NURT3) I did not know that it was necessary to schedule the appointment and nobody told me who was going to do it. (NURT6) |
I had explanations after the care procedures, I learned with that. The nurse herself explained many things to me that I did not know until that moment. She talked about the care procedures and the step-by-step process that I should execute. Now I can guide other people when it is necessary, they offered me guidance on everything, I learned about it if I need it again. (NURT2) First, the receptionist called a nurse to give me instructions, carry out my registration, how it all happened (...) I considered that the nurse offered me correct guidance. (NURT5) The people who attended me were trained and had knowledge to offer the instructions. (LT7) |
Time and organization for the execution of the service |
The service took too long to happen, when we got there, we waited for over an hour to be attended. (SUR2) I told the receptionist it was an accident involving exposure to biological material, when we got there we immediately told what had happened, then she said "Go to that station and talk to the nurse" (...) I was referred to the medical care, which took too long too, about 40 minutes, nearly an hour. (SUR2) The result of this experience is my not going back there because of the delay. (SUR2) |
After I was referred to the doctor on duty it was all very fast, I stayed there for less than an hour to solve everything. (NURT1) There they do all they have to do nicely, offer a good service, give a lot of priority to biological accidents, that is why it is good, when you tell them what it is it is automatic, they immediately send you in. The nurse is very quick in interviewing and sends you to the lab right away, it seems it is all a sequence, I felt it was organized in that regard. (NURT8) I said it was an occupational accident and, because there was a shift change going on, the service was a bit of a mess and they asked me to wait (...) I arrived at the reception at 7 pm, they attended me at 8:30 pm approximately, I think it was because of the shift change. (NURT5) |
Care-related documentation |
He told me I had to go to the reference center but he did not give me any paper, he just said that I had to look for. (NURT6) They told me I had to have a follow-up with an infectious disease specialist, I do not know for how long, I cannot remember. They said where it is, but I do not remember either. (NURT8) |
They evaluated me, both the nurse and the doctor, and they gave me a paper saying that I should follow it and have other tests. (NURT2) The nurse that closed my case gave me a paper that is in my bag, she gave me the instruction to go to the reference center and get an appointment with the infectious disease specialist. (NURT3) After the lab, I got a paper saying that I had to go through a follow-up. They gave me this paper and all the instructions, as well as the paper for me to collect the test result. (NURT8) |
Professionalism in the execution of the service |
I found the experience negative, very bad, the lowest possible grade, because of the delay, lack of professionalism, and impoliteness of the professionals in general, all of them. (SUR2) When I went picking up the test result, they were very rude to me, you know those people who have been working at the same place for a long time, those senior public servants that should be kept away from patients, so, that is how they treated me at the lab. (SUR7) The doctor's copy wasn't taken, the form was left behind, I think they forgot to bring it to me. (NURT6) |
They treated me very well and gave me all the instructions. (NURT2) The service at the unit was very good. (NURT10) The service they provided me with was good. (NURT6) They attended me well (...) a good service, they calm you down, talk to you. (NURT8) The professionals were very receptive, I considered that they provided a good service, it was all right. (NURT9) |