Resumo Introdução Terapeutas ocupacionais compõem as equipes que prestam assistência a idosos frágeis em diferentes contextos de atenção, dentre eles saúde, assistência social e cultura. Objetivo Identificar a atuação de terapeutas ocupacionais com idosos frágeis. Método Estudo qualitativo e exploratório. Realizaram-se entrevistas com terapeutas ocupacionais que atuam com idosos frágeis na cidade de São Paulo, SP, Brasil, utilizando roteiro semiestruturado de questões. Empregou-se a técnica “bola de neve”. Os resultados foram analisados por meio da análise de conteúdo temático-categorial. Resultados Foram entrevistadas nove terapeutas ocupacionais atuantes na saúde, assistência social e cultura. As categorias encontradas foram: I) ações desenvolvidas por terapeutas ocupacionais na assistência a idosos frágeis; II) trabalho em equipe e articulação de saberes, contribuições e desafios; III) articulação de redes e intersetorialidade; IV) aspectos relevantes na assistência integral a idosos frágeis. As entrevistadas realizam ações diversificadas, considerando a inserção cultural e social do idoso e as políticas públicas; compartilhadas com profissionais da equipe e com serviços da rede setorial e intersetorial; além de incluírem cuidadores na assistência prestada aos idosos frágeis. Conclusão Dentre os desafios encontrados pelas terapeutas ocupacionais na atuação com idosos frágeis, encontra-se a incorporação das premissas da integralidade, intersetorialidade e trabalho em equipe. As diferentes ações realizadas estão amparadas nas políticas públicas para o envelhecimento, e buscam o cuidado singular baseado na complexidade biopsicossocial e nos aspectos contextuais que influenciam o envelhecimento. Os resultados indicam a necessidade de ampliação da inserção de terapeutas ocupacionais em equipes que ofertam cuidados para idosos frágeis em diferentes contextos de atenção.

Abstract Introduction Occupational therapists make up the teams that provide assistance to frail elderly people in different care contexts, including health, social assistance and culture. Objective To identify the role of occupational therapists who work with frail elderly people. Method Qualitative and exploratory study. Interviews were carried out with occupational therapists who work with frail elderly people in the city of São Paulo, SP, Brazil, using a semi-structured script of questions. “Snowball sampling” was used. The results were analyzed using thematic-categorical content analysis. Results Nine occupational therapists working in health, social care and culture were interviewed. The categories found were: I) actions developed by occupational therapists in assisting frail elderly people; II) teamwork and articulation of knowledge, contributions and challenges; III) articulation of networks and intersectoriality; IV) relevant aspects in comprehensive care for frail elderly people. The interviewees perform diversified actions, considering the cultural and social insertion of the elderly and public policies; shared with team professionals and with services from the sectorial and intersectorial network; included caregivers in the assistance provided to the frail elderly. Conclusion Among the challenges faced by occupational therapists in working with frail elderly people, there is the incorporation of the premises of integrality, intersectoriality and teamwork. The different actions taken are supported by public policies for aging, and seek unique care based on biopsychosocial complexity and contextual aspects that influence aging. The results indicate the need to expand the insertion of occupational therapists in teams that offer care to frail elderly people in different care contexts.

Diferentes modelos de calidad y gestión incluyen las percepciones de los clientes así como las de los gerentes y empleados de contacto. La calidad del servicio no puede ser entendida sin considerar el papel clave jugado por estos últimos. En este sentido, las compañías deben asegurar la gestión adecuada de sus recursos humanos para garantizar la excelencia del servicio. El modo en que los empleados de contacto reaccionan frente a las prácticas organizacionales (p.ej., empowerment organizacional) y al clima organizacional es importante para el desarrollo y comprensión de la calidad del servicio. El objetivo de este estudio es examinar la relación entre el empowerment organizacional, clima organizacional de calidad y calidad del servicio funcional. Y, el efecto mediador del clima organizacional de calidad en la relación entre el empowerment organizacional y la calidad de servicio. Para probar este modelo se han recogido los datos de 428 empleados de contacto de hoteles de Andalucía. El ajuste del modelo y el test de mediación fue realizado mediante un modelo de ecuaciones estructurales con ayuda del programa STATA. Los resultados mostraron que el empowerment organizacional y el clima de calidad fueron predictores significativos de la calidad de servicio funcional. No obstante, el clima de calidad solo medió la relación entre el control sobre las decisiones y la calidad funcional. Las implicaciones teóricas y prácticas del estudio son discutidas.

Different models of quality management include customers' perceptions as well as the perception of executives and contact employees. Service quality can hardly be understood without the critical role played by the later. In this sense, companies must make sure they have an adequate management of human resources in order to guarantee such quality. How contact employees react to organizational practices (i.e., organizational empowerment) and organizational climate is important for developing and understanding service quality. The aim of this study is to examine the relationship among organizational empowerment, climate of quality and functional service quality, and the mediator role of the organizational climate of quality in the relationship between the organizational empowerment and the quality of service. To test this model, data was collected from 428 contact employees from Andalusian hotels. Model fit and mediation test was examined using structural equation modeling technique with the help of STATA. Results showed that organizational empowerment and climate for service were significant predictors of functional service quality. However, climate for service did not mediate the relationship between fluidity in information sharing and functional quality. The theoretical and practical implications of this study are discussed.

Treatment of chronic myeloid leukemia with BCR-ABL tyrosine kinase inhibitors requires full adherence in order to maximize the likelihood of achieving optimal responses, and to minimize healthcare costs. In this article, we review some of the methods available for assessing compliance, the main consequences of nonadherence on treatment outcomes, major factors commonly associated with poor compliance, a few successful measures for improving adherence and the most accepted recommendations for proactively managing adverse events.