Avaliação do grau de satisfação dos usuários de uma instituição especializada em geriatria
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2014
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Este estudo teve como objetivo conhecer o grau de satisfação dos usuários de planos de saúde privados e de usuários particulares internados em um hospital geriátrico de capital privado (inserido no contexto da saúde suplementar brasileira) e analisar os elementos que interferem diretamente neste julgamento, utilizando como base o modelo avaliativo de Parasuraman, Zeithaml & Berry (1985). Este estudo teve caráter exploratório-descritivo, abordagem quantitativa, sendo os dados coletados em um hospital geriátrico de médio porte (73 leitos), localizado no município e estado de São Paulo, Brasil. A amostra do estudo foi composta por 72 usuários do serviço. Utilizou-se o instrumento baseado na Escala Service Quality (desenvolvida pelos autores já citados acima). Quando os usuários foram caracterizados, foi verificado que a amostra era formada, em sua grande parte, por idosos e níveis de escolaridade visivelmente maiores aos níveis da média brasileira. Em relação aos atributos pesquisados, os maiores índices de satisfação achados, foram: atributos das equipes médica, limpeza manutenção, fisioterapia e fonoaudiologia. Por outro lado, os atributos que apresentaram menores níveis de satisfação no estudo foram aqueles relacionados a enfermagem e nutrição, tanto no que diz respeito a atuação da profissional nutricionista quanto atributos relacionados diretamente ao alimento. Quando voltamos as atenções à análise da confiança dos usuários na instituição, percebemos que 61 (82,72%) do usuários entrevistados disseram confiar bastante e totalmente na instituição, 04 (5,56%) usuários afirmaram sentir moderada confiança e outra parcela dos entrevistados, 07 deles (9,72%), referiram sentir pouca confiança na instituição. Ainda, percebeu-se que 69 (95,83%) usuários entrevistados manifestaram a intenção de indicar o serviço algum parente ou amigo próximo, sendo que 03 (4,17%) usuários afirmaram que não indicariam o hospital para um parente ou amigo serem atendidos. Ainda, quando perguntados sobre o atendimento geral recebido no hospital, percebemos que, apesar das queixas e de alguns descontentamentos pontuais manifestados ao longo das entrevistas, 93,06% dos pacientes estão totalmente satisfeitos com o atendimento que eles recebem da instituição. Desta forma, acredita-se que esta pesquisa permitiu-nos conhecer os elementos do atendimento que influenciam diretamente no grau de satisfação dos usuários do hospital em questão, fornecendo elementos para o planejamento e para intervenções específicas (além de eficientes) no sentido de buscar a melhoria da qualidade assistencial nos diferentes setores da instituição.
This study aimed to assess the degree of satisfaction of users of private health plans and private users admitted to a geriatric hospital in private equity (seen in the context of Brazilian supplementary health) and analyze the elements that interfere directly in this trial, using as based on the evaluation model of Parasuraman, Zeithaml & Berry (1985). This study was exploratory and descriptive, quantitative approach, with data collected in a geriatric hospital midsize (73 beds), located in the city and state of São Paulo, Brazil. The study sample consisted of 72 service users. Was used based on the Service Quality Scale tool (developed by the authors already cited above). When users were characterized, it was found that the sample consisted, for the most part, the elderly and visibly higher levels of the Brazilian middle school levels. Regarding the attributes surveyed, the highest rates of satisfaction findings were: attributes of medical teams, cleaning maintenance, physical and speech therapy. Moreover, the attributes that had lower levels of satisfaction in the study were those related to nursing and nutrition, both as regards the performance of professional nutritionist as directly related to food attributes. When we turn our attention to the analysis of users' trust in the institution, we noticed that 61 (82,72%) of the respondents have said enough and totally trust in the institution, 04 (5,56%) users reported feeling moderate confidence and another portion of respondents, 07 of them (9,72%) reported feeling little confidence in the institution. Still, it was noticed that 69 (95,83%) users interviewed expressed an intention to give the service a close friend or relative, and 03 (4,17%) users said they did not indicate the hospital for a relative or friend to be met. Still, when asked about the overall care received at the hospital, we realized that, despite some occasional complaints and grievances expressed during the interviews, 93,06% of patients are completely satisfied with the service they receive from the institution. Thus, it is believed that this research allowed us to know the elements of care that directly influence the degree of satisfaction of users of the hospital in question, providing elements for planning and for specific interventions (besides efficient) to seek improving quality of care in different sectors of the institution.
This study aimed to assess the degree of satisfaction of users of private health plans and private users admitted to a geriatric hospital in private equity (seen in the context of Brazilian supplementary health) and analyze the elements that interfere directly in this trial, using as based on the evaluation model of Parasuraman, Zeithaml & Berry (1985). This study was exploratory and descriptive, quantitative approach, with data collected in a geriatric hospital midsize (73 beds), located in the city and state of São Paulo, Brazil. The study sample consisted of 72 service users. Was used based on the Service Quality Scale tool (developed by the authors already cited above). When users were characterized, it was found that the sample consisted, for the most part, the elderly and visibly higher levels of the Brazilian middle school levels. Regarding the attributes surveyed, the highest rates of satisfaction findings were: attributes of medical teams, cleaning maintenance, physical and speech therapy. Moreover, the attributes that had lower levels of satisfaction in the study were those related to nursing and nutrition, both as regards the performance of professional nutritionist as directly related to food attributes. When we turn our attention to the analysis of users' trust in the institution, we noticed that 61 (82,72%) of the respondents have said enough and totally trust in the institution, 04 (5,56%) users reported feeling moderate confidence and another portion of respondents, 07 of them (9,72%) reported feeling little confidence in the institution. Still, it was noticed that 69 (95,83%) users interviewed expressed an intention to give the service a close friend or relative, and 03 (4,17%) users said they did not indicate the hospital for a relative or friend to be met. Still, when asked about the overall care received at the hospital, we realized that, despite some occasional complaints and grievances expressed during the interviews, 93,06% of patients are completely satisfied with the service they receive from the institution. Thus, it is believed that this research allowed us to know the elements of care that directly influence the degree of satisfaction of users of the hospital in question, providing elements for planning and for specific interventions (besides efficient) to seek improving quality of care in different sectors of the institution.
Descrição
Dissertação de Mestrado em Gestão dos Serviços de Saúde
Palavras-chave
Gestão dos serviços de saúde , Geriatria , Qualidade dos serviços , Satisfação do paciente