Effects of an Industrial Logic Implemented in Service Relation: The Case of Drivers of Ambulances of a Brazilian University Hospital

The transportation of patients by ambulance is part of the services offered by a well-known Brazilian University Hospital. Ambulance service is extremely important as it connects different institutes involved in the global patient care. However, the increase in the complaints by nurses of irritability and aggressiveness of drivers after a strategic change in the organizational structure of the hospital attracted the attention of the research team. Based on ergonomic work analysis (EWA), the data were obtained through observation and interview with managers, leaders and drivers of the transportation sector of the hospital. The main results found were: (1) the key measurement of drivers’ work is time. However, time is a measure which is not manageable by drivers—as it doesn’t consider all variabilities that occur during their work. Moreover, this measurement also doesn’t consider the real content of their work, (2) prescribed work of drivers only considers the task of driving an ambulance, whilst their real work includes taking care of the patient as well, (3) drivers are not recognized as health professionals despite working with nurses and physicians in the care of patients.