Qualidade do atendimento da clinica de oftalmologia : percepção de prestadores de serviço e satisfação de usuarios : Hospital de Clinicas da Universidade Estadual de Campinas / Quality of care at the ophthalmologic clinic : health professionals perceptions and patients satisfaction : Clinical Hospital of the State University of Campinas

AUTOR(ES)
DATA DE PUBLICAÇÃO

2007

RESUMO

A cross sectional study was conducted to evaluate characteristics, perception and satisfaction regarding quality of assistance at the Ophthalmologic Outpatient Service (OOS) of the Hospital de Clínicas at Universidade Estadual de Campinas. Two populations were selected: one sample from patients (n = 1029) and another from health professionals (n = 104). The data from patients were collected by means of an interview using a questionnaire with structured questions. For health professionals, the questionnaire was self-applied. Both were developed after an exploratory study and previous tests. Out of 1029 patients, 52.9% were female and 47.1% were male. The sample was characterized by patients with low literacy and socioeconomic level. Only 21.7% have paid jobs, in unspecialized works. The majority came from cities near Campinas and looked for assistance due to previous knowledge of the quality of service. The appointment was considered easy to be scheduled. Mean waiting time before consultation was 94.6 minutes and didn?t compromise the evaluation regarding quality of service. Although patients considered that explanations at the reception desk were satisfactory, 45.3% reported that they hadn?t received any orientation after consultation. Evaluation of the medical consultation was very positive in all aspects. 82.4% of the patients classified the service as good and were satisfied with all aspects of assistance. Another questionnaire was answered by 104 health professionals involved in medical assistance. The majority was female, the mean age was 33.8 years and literacy rate was high (80.2% were doctors). They had been working in the OOS from 2 or more years, with an average week journey of 24 hours or more. Their salaries represented more than 50% of the familiar income and 51.3% are more or less satisfied with the amount earned. Among the factors that could interfere with their performances, the professionals highlighted: quality of service (93.2%), pleasure in doing the work (93.2%) and personal relationship with their colleagues (80.6%); salary was important for 32%. Regarding materials and equipments available, evaluations were mainly good or regular. The majority of health professionals stated quality of assistance at the OOS as good or optimal and reported satisfaction with work environment, their relationship with leadership and their own performances. Non-medical professionals stated a better evaluation of quality than doctors and showed more satisfaction with their jobs. Although a great level of satisfaction was observed, when different factors which may influence quality were asked, patients and health professionals pointed limitations to the quality of service. This study allowed a better knowledge of the services offered at the OOS in a University Hospital and attested to the necessity of implementing these routines to evaluate quality of those services periodically

ASSUNTO(S)

satisfação do paciente serviços de saude - avaliação qualidade dos cuidados de saude quality of health care health services health services accessibility acesso aos serviços de saude patient satisfaction

ACESSO AO ARTIGO

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