Maid Content Analysis Paper

used to identify the themes and yes, understand it in the account of the context. The analysis of critical incidents was done using the content analysis technique, also adopted in the studies mentioned above. This type of analysis is suitable for qualitative study of the material, which cannot be applied arithmetic techniques (Barnes, 2014).
The maid content analysis technique was thematic analysis. A theme is understood as "a statement about a certain subject she holds a bundle of relations and can be graphically presented by a word, a phrase, a summary. Thematic analysis consists in discovering the 'units of meaning' that compose communication and whose presence or frequency of appearance may mean something for the chosen analytical objective.

The steps followed in using the technique are: (1) encoding the interviews; (2) reads the material of each interview, in order to clean and prepare it for the subsequent stages; (3) definition of the meaning units; (4) categorization. In addition, the text is illustrated with passages taken directly from statements or interviews this often make more consistent descriptions and contributes to the construction of the validity of the resulting product. A.
The first step was then coding the interviews using the letters "F" and "M" to denote sex, and a number to indicate the age of the customer.

The M63 code, for example, is a male subject with 63 years. After coding, multiple readings of interviews were conducted in order to select the units of meaning for the later categorization. The screening process involves the classification of units of meaning based on defined criteria and can occur in two inverse ways: a) there is a system of pre-defined categories and analytical elements are classified in the best way possible as they are found; b) the categories of system results of analog and progressive analysis of the elements, that is, there is no predefined system and the category name is established only at the end of the

classification.
Whereas this study sought to identify satisfaction attributes related to service meetings in hospitals, it was understood that the classification should take place from the processes and service meetings already categorized into the previous data. Thus, a priori, there were three categories in which were classified attributes of satisfaction: Admission P1, P2 and P3 Internment Alta. The following attributes will be presented and illustrated by one or two testimonials, selected from the various incidents described by customers (Fenton, 2012).

Meetings Service
Interviews of professionals were subjected to content analysis, which is a set of communications analysis techniques. Through a process of encoding, the raw data were transformed and grouped in units representing the text content. The processing of data gives rise to the categories that emerge from this process. These represent the most important concepts and have a qualifying connotation. Through the report of the professionals was possible to know the path traveled by the surgical client, since his arrival to the exit of the service system. It was evident that there are variations in admission routines being, for example, a hospital reception held in the operating room; the other in the hospital sector; on the other, also at the reception of own floor. Sometimes, even in a hospital, there is more than one form of hospitalization. However, what is common in hospitals is that there is a moment that characterizes the admissions process, suffering variations according to the institution and the client's health situation.
Given this diversity of situations is sought through the analysis identify the various customer service processes, so as to then identify the service of meetings related to each of them. Each process is actually a category that emerged from content analysis. It is worth mentioning that there was a concern to ensure the validity of the study, considering that the validity is not an inherent property of a particular method, but is related to the data, records and conclusions reached by using the method in a particular context for a particular purpose. Pondering the study's objectives and the kind of understanding needed to reach, it was understood that procedures for descriptive validity should be addressed (Bernabeo, 2013).
The descriptive validity is concerned with the factual accuracy of the data recorded, or if they are being faithful to what was said by the participants or observed by the researcher. In short, we want to ensure is that the information was not distorted. This procedure is extremely important since the qualitative research is built from the description made.
In order to make sure that the participant's point of view was captured accurately, the material was tested with the informants themselves.

In practice this means that the researchers returned to make contact with respondents, submitting the description of the data and the analysis carried out its assessment. Thus, it consolidated the analysis of data to professionals. So considering all customer trajectory within the hospital, we identified three categories of hospital care processes referred to as: admission, admission and discharge. Each of these processes is composed of different hospital service.

Method
The choice of method was performed considering the problem to be investigated and the objectives to which the study aims. The weighting on these aspects led to the development of an exploratory investigation. Exploratory research aims to approach the researcher of its subject matter, allowing the identification of relevant concepts and variables, set priorities in research or suggest research hypotheses. Thus, the exploratory research is seen in a qualitative approach providing "better view and understanding of the problem context"

Sample
The sample consisted of two groups of individuals: professionals and clients. The first was composed of professionals from four (4) hospitals in Florida, two (2) teaching hospitals and two (2) non-university. The second, for patients undergoing surgery, who remained hospitalized for a period less than three days and in private accommodation. They came from the same hospitals mentioned in the professional group.

Data Collection
The collection involving the search for primary data, more specifically, the lifting of the subject experiences through depth interviews. The information was recorded by means of recording and later transcribed. The collection took place from June to October / 2014. Interviews with professionals occurred in the hospital and during the work shift, as prior authorization of managers. Those made with customers were scheduled after hospital discharge, when he was in his home. These interviews were conducted after the client has left the hospital prevents embarrassment to the participants, and especially the fact that the hospitalization event would only be completed after discharge (Hall, 2015).

Sample collection criteria
Interviews with professionals aimed to identify the hospital service. Them had been told the story of the path traveled by the surgical patient - since his arrival at the hospital to discharge, that is, the various sectors where it was served and front-line professionals who interacted.
Interviews with patients were used to generate the attributes of satisfaction from the customer's view. This is a fundamental step importance in the customer satisfaction survey, because the elements they valued in their relationship with the company is to ensure the validity of this type of study.
These interviews were used the technique of critical incident. A critical incident describes a specific example of performance of a service. To be critical "an incident should occur in a situation where the purpose or intent of the act seems satisfactorily clear to the observer and its consequences are sufficiently defined so as to leave little doubt about its effects". This technique has been used in other research on the subject.
In technical application, it asked the informant to report recent events in which they were (in) satisfied. The main advantage lies in the fact that the participant can describe, in their own words, the incidents and the way he saw them. For this research, then, he was asked the participant recounting one or more events related to care at the hospital, who has produced her state of satisfaction. In this report we sought a complete description of the situation: what happened, when it happened, who was involved, etc., i.e. data that would enable a correct understanding of the event.