Assessment degree of the users satisfaction of a private university hospital: a multisectoral approach / Análise do grau de satisfação de usuários de um hospital universitário privado: uma abordagem multissetorial

AUTOR(ES)
DATA DE PUBLICAÇÃO

2010

RESUMO

The aim of this study was to find out the degree of satisfaction of users and private health insurance users of a private university hospital and analyze the involved factors in this process, based on the Parasuraman, Zeithaml and Berrys evaluative model. It is a descriptive-exploratory study done through a quantitative approach, with prospective data collection. It was conducted at the inpatient unit and at the surgical unit of a large private university hospital, tertiary care, located within the state of Sao Paulo. The sample consisted of 288 users. It was used the instrument based on the Service Quality Scale model by Parasuraman, Zeithaml and Berry (1985), concerning the following five dimensions: reliability, responsiveness, tangibles, assurance and empathy. In the characterization of users found that the sample means whereby to youth and young adults with education level higher than the national average, with 70.1% underwent surgical procedures. The attributes with the highest levels of satisfaction were: nursing staff politeness (96.2%), care provided by nursing staff (96.2%), general quality of nursing staff working during the night (95.8%), medical staff politeness (95,8%), and guidance for continuing care (95.8%), outcome of treatment or surgery (95.8%). The attributes that had the lowest levels of satisfaction were: attendance of the nutritionist (76.2%), and waiting time to get initial care (75.3%). The tangibles dimension showed greatest variation in satisfaction levels: a higher rate of item cleanliness (92.4%) and lowest in the item level of noise at night with 81.6%. The dimensions reliability and security attributes represented the highest level of satisfaction with such care as the nursing staff and education of nursing staff, respectively. Responsiveness and empathy dimensions are embedded attributes with lower levels of satisfaction, waiting time for initial treatment and care of a nutritionist. It was not observed any significant difference between the levels of satisfaction of medical users and surgical procedures users, except in items: waiting time to answer the bell and ease location of the desk or person to whom to talk to as soon as entering at the hospital; in which users of surgical hospitalization demonstrated greater satisfaction than clinicians. 90% of respondents stated intention to suggest the hospital for relatives or friends. It was also noted high levels of reliability in the hospital expressed by the study participants, 45.8% reported felling full confidence and 46.2 % reported a lot of confidence in the institution. Therefore, this research allowed knowing the attributes of care that impact on user satisfaction, providing support to process care and management redesigns.

ASSUNTO(S)

consumer satisfaction assistência à saúde (qualidade) quality of health care serviços de saúde (avaliação) health services evaluation satisfação dos consumidores de serviços de saúde

ACESSO AO ARTIGO

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