Influência da ética na prestação de serviços públicos: o caso da maternidade do Centro de Saúde do Albasine na cidade de Maputo (2021-2022)

Abstract

This monograph analyzes the influence of ethics in public administration on the quality of services provided at the Maternity Ward of the Albasine Health Center in Maputo City during the period of 2021-2022. The main objective was to understand how ethical practices impact user satisfaction and service effectiveness. This is an applied research study with a mixed approach, that is, a quantitative approach combined with qualitative research, designed as a case study. Data collection was carried out through a questionnaire applied to 20 users who used the maternity services during the study period, and a structured interview applied to 3 health professionals from the maternity ward of the Albasine Health Center. The work was based on a combined theoretical framework, Weber's theory of bureaucracy and deontological ethics. Quantitative results revealed high levels of user dissatisfaction, pointing to serious failures in treatment with dignity, requests for undue payments, long waiting times, and a shortage of materials. Qualitative analysis corroborated these findings, highlighting the systemic challenges faced by professionals, such as lack of resources, professional burnout, and an organizational culture that hinders transparency and accountability. The study confirms the hypothesis that non-compliance with ethical principles directly contributes to the degradation of service quality and citizen dissatisfaction. It concludes that the observed ethical crisis is both a symptom of administrative and structural failures as well as individual conduct, making ethical practice a constant challenge in the analyzed context(TRADUÇÃO NOSSA)