Satisfação dos clientes com os serviços de saúde
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Data
2016
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Resumo
A satisfação dos clientes é vista, atualmente, como um conceito-chave na análise e compreensão da gestão da qualidade em saúde, tanto em Portugal como nos restantes países.
A monitorização da satisfação dos clientes constitui um imperativo ético, moral e social que se apresenta como vantajoso para todos os intervenientes nos processos de saúde, desde os prestadores dos cuidados de saúde até aos clientes. Por um lado, a informação que advém da análise da satisfação dos clientes permite aos diferentes stakeholders melhorarem a sua ação sob a perspetiva do cliente, definindo assim variadas estratégias operacionais. Por outro lado, os clientes estão cada vez mais exigentes com a qualidade dos serviços de saúde prestados pelo que, consequentemente, exigem também uma maior transparência na informação relativa ao desempenho das organizações.
O presente estudo pretende responder à questão: “Qual a satisfação dos clientes com os serviços de saúde prestados por um complexo clínico?”. Assim sendo, tem como finalidade contribuir para a apresentação de propostas que visem a melhoria da satisfação com possíveis implicações na implementação do sistema de gestão da qualidade, tendo em conta a melhoria contínua e a busca da excelência. Como instrumento de investigação foi desenvolvido um questionário de forma a mensurar quantitativamente a satisfação dos clientes. A população-alvo do estudo foram os utentes/ clientes de um complexo clínico de saúde privado localizado no norte do país. Quanto às hipóteses de estudo foram definidos 5 hipóteses referentes à satisfação dos clientes quanto à globalidade dos serviços, bem como quanto ao atendimento e estrutura, admissão e acessibilidade e custos dos serviços.
Através da análise dos dados obtidos pode-se salientar a existência de uma relação estatisticamente significativa com a satisfação global dos clientes e a satisfação dos clientes com atendimento e estrutura, satisfação com a admissão e acessibilidade e satisfação com os custos dos serviços de saúde. Contudo, os dados demonstram uma relação moderada entre a satisfação dos clientes com os 3 fatores (atendimento e estrutura, admissão e acessibilidade e custos dos serviços) e variáveis sociodemográficas (género, idade, estado civil, habilitações literárias, situação profissional.
Verificou-se assim que os utentes estão, na sua maioria, satisfeitos com os diferentes serviços prestados pelo complexo clínico.
Customers’ satisfaction is seen, nowadays, as a key concept in the analysis and understanding of quality management in health, both in Portugal and in other countries. Monitoring customers satisfaction constitute an ethical, moral and social imperative, representing various advantageous to all stakeholders involved in health processes, from the providers of health care services up to customers. One the one hand, the information which comes from the analysis of customers’ satisfaction allows different stakeholders to improve their actions with a customers’ perspective, through the definition of several operative strategies. On the other hand, customers are, increasingly, demanding quality of health care services provided by the sector and, consequently, they also require greater information transparency regarding the organizational performance. The present study aims to answer the follow question: “What is the customer satisfaction with health services provided by a health clinical complex”. Therefore, the study aims to contribute for bids draw in order to enhance the clients’ satisfaction, also having implications into the implementation of quality management system taking into account a sense of continuous improvement and the pursuit of excellence. As a research tool it was developed a questionnaire in order to quantitatively measure customers’ satisfaction. The target population of the study was users / clients of a private clinical health complex located in the north of Portugal. For the study were defined 5 hypotheses related to customers satisfaction regarding global satisfaction of health care services, as well as customer service and structure, admission and accessibility and, cost of health services. By analyzing the data obtained it can be underlined the existence of a statistically significant relationship with overall customers satisfaction and customers satisfaction with service and structure, admission and accessibility and costs of health services. Nevertheless, the data show a moderate relationship between customer satisfaction with three factors (service and structure, admission and accessibility and cost of health services) and sociodemographic variables (such as gender, age, marital status, educational attainment, and employment status. Therefore, it was verified that users’ were, mostly, satisfied with the different services provided by the clinical health complex.
Customers’ satisfaction is seen, nowadays, as a key concept in the analysis and understanding of quality management in health, both in Portugal and in other countries. Monitoring customers satisfaction constitute an ethical, moral and social imperative, representing various advantageous to all stakeholders involved in health processes, from the providers of health care services up to customers. One the one hand, the information which comes from the analysis of customers’ satisfaction allows different stakeholders to improve their actions with a customers’ perspective, through the definition of several operative strategies. On the other hand, customers are, increasingly, demanding quality of health care services provided by the sector and, consequently, they also require greater information transparency regarding the organizational performance. The present study aims to answer the follow question: “What is the customer satisfaction with health services provided by a health clinical complex”. Therefore, the study aims to contribute for bids draw in order to enhance the clients’ satisfaction, also having implications into the implementation of quality management system taking into account a sense of continuous improvement and the pursuit of excellence. As a research tool it was developed a questionnaire in order to quantitatively measure customers’ satisfaction. The target population of the study was users / clients of a private clinical health complex located in the north of Portugal. For the study were defined 5 hypotheses related to customers satisfaction regarding global satisfaction of health care services, as well as customer service and structure, admission and accessibility and, cost of health services. By analyzing the data obtained it can be underlined the existence of a statistically significant relationship with overall customers satisfaction and customers satisfaction with service and structure, admission and accessibility and costs of health services. Nevertheless, the data show a moderate relationship between customer satisfaction with three factors (service and structure, admission and accessibility and cost of health services) and sociodemographic variables (such as gender, age, marital status, educational attainment, and employment status. Therefore, it was verified that users’ were, mostly, satisfied with the different services provided by the clinical health complex.
Descrição
Dissertação de Mestrado em Gestão dos Serviços de Saúde
Palavras-chave
Gestão dos serviços de saúde , Satisfação do cliente , Qualidade dos cuidados de saúde