Satisfação apercebida dos utentes em saúde. A relevância de fatores comunicacionais na geração da qualidade apercebida dos utentes. Análise das diferenças e similitudes entre agentes de saúde e utentes no agrupamento de Centros de Saúde Douro Sul: cuidados de saúde primários
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2013-11-27
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A saúde é a preocupação primeira, que indelevelmente marca o percurso de vida de
todo o ser humano. A Saúde ou a falta dela constituem temas centrais da vida.
As sociedades ditas desenvolvidas concentram uma parte significativa dos seus recursos
no tratamento da doença ou na promoção da saúde.
Este estudo pretende avaliar a satisfação apercebida dos utentes do Agrupamento de
Centros de Saúde – Douro Sul.
Pretende ainda verificar a relevância de fatores comunicacionais, bem como analisar
as diferenças e similitudes no grau de satisfação apercebida entre utentes e agentes de saúde
(profissionais).
Deu-se especial preponderância à análise do comportamento de dois fatores, Comunicação
e Procura, uma vez que consideramos que são estes dois conceitos que encerram as
dimensões fundamentais das Unidades de Saúde.
Fomos percebendo o quanto importantes são as variáveis teoricamente ligadas à
comunicação e também as ligadas à procura.
Tentamos com este estudo atestar o grau de satisfação geral da qualidade apercebida
procurando identificar quais as escalas ou dimensões em análise que mais contribuem para o
índice de satisfação geral.
Para o efeito, concebeu-se uma estrutura de investigação alicerçada e o método utilizado
foi uma pesquisa quantitativa, de caráter descritivo, nomeadamente através do método
de inquérito, sendo o alvo de estudo os utentes que utilizam os serviços de saúde nestas Unidades
do Agrupamento de Centros de Saúde - Douro Sul.
Os resultados evidenciam que existem diferentes fatores a influenciar a satisfação
geral do público-alvo deste estudo e que muitos deles têm um efeito positivo e significativo
na satisfação global do utente e que há diferenças e similitudes entre as perceções dos utentes
e profissionais de saúde.
De uma forma geral, os utentes sentem-se satisfeitos com o serviço disponibilizado
pelas diferentes unidades de saúde e não aspiram a diferenças significativas desses
serviços.
Quanto aos profissionais que nelas trabalham, podemos constatar que a melhoria
de algumas condições de trabalho – nomeadamente climatização e ergonomia, etc., (apenas
aplicável em algumas unidades onde se verificam constrangimentos), seria o suficiente para aumentar a sua satisfação geral.
Health is the primary concern, which indelibly marks the path of life of every human being. Health or the lack thereof are the central themes of life. The so-called developed societies focus on a significant portion of their resources to treat disease or promote health. This study aims to assess the perceived satisfaction of users of the Agrupamento de Centros de Saúde – Douro Sul. It also aims to verify the relevance of communication factors and to analyze the differences and similarities in the perceived level of satisfaction among users as well as health workers. We gave special prominence to the analyses of the behavior of two factors: Communication and Search, once we consider that these are two concepts that encompass the critical dimensions of the Health Units. We realize how important the theoretically related to communication variables are as well as those related to demand. This study tries to demonstrate the degree of overall satisfaction of the perceived quality, trying to identify what scales or dimensions in the analysis contribute most to the index of general satisfaction. To this end, our study relied on a based research structure and a quantitative research of a descriptive nature was used through the survey method. The target of our study were the users who use health services in the Unidades do Agrupamento de Centros de Saúde - Douro Sul. The results show that there are different factors influencing the overall satisfaction of the target audience and many of them have a positive and significant effect on user’s overall satisfaction. There are also some differences and similarities between users’ perceptions and health professionals. In general, users are happy with the service provided by different health units and do not aspire to significant differences of these services. As far as the Health care professionals who work in them, we could evidence that the improvement of some working conditions - including air conditioning and ergonomics, etc.., (only applicable in some units where there are constraints) would be enough to increase their overall satisfaction.
Health is the primary concern, which indelibly marks the path of life of every human being. Health or the lack thereof are the central themes of life. The so-called developed societies focus on a significant portion of their resources to treat disease or promote health. This study aims to assess the perceived satisfaction of users of the Agrupamento de Centros de Saúde – Douro Sul. It also aims to verify the relevance of communication factors and to analyze the differences and similarities in the perceived level of satisfaction among users as well as health workers. We gave special prominence to the analyses of the behavior of two factors: Communication and Search, once we consider that these are two concepts that encompass the critical dimensions of the Health Units. We realize how important the theoretically related to communication variables are as well as those related to demand. This study tries to demonstrate the degree of overall satisfaction of the perceived quality, trying to identify what scales or dimensions in the analysis contribute most to the index of general satisfaction. To this end, our study relied on a based research structure and a quantitative research of a descriptive nature was used through the survey method. The target of our study were the users who use health services in the Unidades do Agrupamento de Centros de Saúde - Douro Sul. The results show that there are different factors influencing the overall satisfaction of the target audience and many of them have a positive and significant effect on user’s overall satisfaction. There are also some differences and similarities between users’ perceptions and health professionals. In general, users are happy with the service provided by different health units and do not aspire to significant differences of these services. As far as the Health care professionals who work in them, we could evidence that the improvement of some working conditions - including air conditioning and ergonomics, etc.., (only applicable in some units where there are constraints) would be enough to increase their overall satisfaction.
Descrição
Dissertação de Mestrado em Ciências da Comunicação.
Palavras-chave
Comunicação , Saúde , Qualidade