O Impacto do Healthscape na Satisfação e Intenção Comportamental do Utente: estudo de caso num Hospital Privado
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2019-01-10
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A procura pelo bem-estar dos indivíduos remonta à década de 70, época em que as organizações entenderam que a manipulação dos ambientes poderia tornar-se num fator competitivo entre as organizações. O papel da hospitalidade tem recebido cada vez mais atenção devido ao facto de, nos últimos anos, os cuidados de saúde centralizados no paciente estarem a impulsionar este setor e, por isso, as instituições têm considerado aperfeiçoamentos aos seus ambientes e melhorias nos serviços. O healthscape ou ambiente hospitalar, que envolve os diversos elementos tanto físicos como sociais, apresenta-se como um instrumento importante na esfera dos cuidados de saúde já que, uma vez bem utilizado e manuseado, influencia as reações dos seus utentes e consequentes comportamentos. Assim, essas instituições beneficiarão pela gestão dos aspetos que figuram o healthscape. Este estudo pretende contribuir para a compreensão da importância que o healthscape desempenha, quer na satisfação dos seus utentes quer nas intenções de regressar e recomendar a unidade de saúde. Para tal, optou-se por um inquérito por questionário entregue em mão aos utentes/acompanhantes do Hospital Particular de Viana do Castelo, numa amostra de 402 indivíduos. Os resultados obtidos mostraram que apenas as dimensões “ambiente”, “higiene e limpeza” e “sinalização” (healthscape físico) e “serviços médicos” (healthscape social) se apresentaram significativas na perceção do utente ao healthscape. Quanto ao impacto na satisfação do utente, apenas o healthscape social (“serviços do staff” e “serviços médicos") se mostrou significativo. Por fim, o estudo confirmou uma relação positiva significativa entre a perceção do utente ao healthscape, a sua satisfação e intenções futuras de regressar e recomendar.
The demand for the well-being of individuals dates back to the 70, when organizations understood that the manipulation of environments could become a competitive factor among organizations. The role of hospitality has received more attention due to the fact that, in recent years, the patient-centered care is driving this sector and therefore the institutions have considered improvements to their environments and services. The healthscape or hospital environment, which involves the various elements both physical and social, presents itself as an important instrument in the sphere of health care since, once well used and handled, influences the reactions of its users and consequent behaviors. Thus, these institutions will benefit from the management of the healthscape. This project intends to contribute to the understanding of the importance healthscape It plays, either in the satisfaction of its users or in the intentions of returning and recommending the health unit. For this, a questionnaire survey was chosen delivered by hand to the patients/companions of the Hospital Particular de Viana do Castelo, resulting in a sample of 402 individuals. The results showed that only “environment”, “hygiene and cleanliness” and “signaling” dimensions (physical healthscape) and "medical services" (social healthscape) proved to be significant in the patient Healthscape perception. In relation to the patient satisfaction, only the social healthscape (“staff services" and "physicians services") proved to be significant. Finally, the study confirmed a significative positive relationship between the patient's perception to healthscape, patient satisfaction and patients’ future intentions (return and recommend).
The demand for the well-being of individuals dates back to the 70, when organizations understood that the manipulation of environments could become a competitive factor among organizations. The role of hospitality has received more attention due to the fact that, in recent years, the patient-centered care is driving this sector and therefore the institutions have considered improvements to their environments and services. The healthscape or hospital environment, which involves the various elements both physical and social, presents itself as an important instrument in the sphere of health care since, once well used and handled, influences the reactions of its users and consequent behaviors. Thus, these institutions will benefit from the management of the healthscape. This project intends to contribute to the understanding of the importance healthscape It plays, either in the satisfaction of its users or in the intentions of returning and recommending the health unit. For this, a questionnaire survey was chosen delivered by hand to the patients/companions of the Hospital Particular de Viana do Castelo, resulting in a sample of 402 individuals. The results showed that only “environment”, “hygiene and cleanliness” and “signaling” dimensions (physical healthscape) and "medical services" (social healthscape) proved to be significant in the patient Healthscape perception. In relation to the patient satisfaction, only the social healthscape (“staff services" and "physicians services") proved to be significant. Finally, the study confirmed a significative positive relationship between the patient's perception to healthscape, patient satisfaction and patients’ future intentions (return and recommend).
Descrição
Dissertação de Mestrado em Gestão dos Serviços de Saúde apresentada à Universidade de Trás-os-Montes e Alto Douro
Palavras-chave
healthscape , servicescape , perceção , satisfação , intenções futuras , hospital privado