Satisfaction attributes related to safety and quality perceived in the experience of hospitalized patients

AUTOR(ES)

Costa, Diovane Ghignatti da

FONTE

Rev. Gaúcha Enferm.

DATA DE PUBLICAÇÃO

25/11/2019

RESUMO

Resumo Objetivo: Desvelar atributos de satisfação dos pacientes relacionados à segurança e qualidade assistencial. Métodos: Estudo qualitativo, realizado em hospital universitário público do sul do Brasil. Os dados foram coletados em novembro de 2018, por meio de 24 entrevistas com pacientes-famílias de 12 unidades de internação clínicas e cirúrgicas. Procedeu-se à análise temática. Resultados: Os atributos de satisfação foram categorizados em estrutura, processo e resultado assistencial, os quais foram relacionados a: acesso ao serviço, quantitativo de pessoal, ambiente, interação com a equipe de saúde, competência técnica dos profissionais, percepção de segurança com a presença do familiar, padrões assistenciais presentes nos cuidados e mudança no estado de saúde dos pacientes. Conclusões: Constatou-se que os aspectos estruturais foram relevantes na experiência do paciente, além da relação estabelecida com a equipe de saúde no processo de cuidado e dos padrões técnicos assistenciais percebidos na atuação dos profissionais.Abstract Objective: To unveil patient satisfaction attributes related to safety and quality of care. Methods: Qualitative study carried out in a public university hospital in the south region of Brazil. Data were collected in November 2018 through 24 interviews with patients/families from 12 clinical and surgical hospitalization units. Thematic analysis was carried out. Results: The satisfaction attributes were categorized in terms of structure, process, and care outcome, and they were related to: access to the service, amount of personnel, environment, interaction with the health team, staff’s technical competence, perception of safety with the presence of a relative, assistance patterns present in the care, and change in the health status of the patients. Conclusions: It was verified that the structural aspects were relevant in the patient’s experience, besides the relationship established with the health team in the care process, and the technical assistance standards perceived in the staff’s work.

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