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Master's Dissertation
DOI
10.11606/D.7.2008.tde-13062008-094600
Document
Author
Full name
Wilma Batista Souza da Cruz
E-mail
Institute/School/College
Knowledge Area
Date of Defense
Published
São Paulo, 2008
Supervisor
Committee
Melleiro, Marta Maria (President)
Juliani, Carmen Maria Casquel Monti
Tronchin, Daisy Maria Rizatto
Title in Portuguese
Análise dos níveis de satisfação dos usuários de um hospital privado
Keywords in Portuguese
Avaliação de serviços de saúde
Qualidade de assistência à saúde
Satisfação dos consumidores
Abstract in Portuguese
O objetivo deste estudo foi analisar a satisfação do usuário em relação a um conjunto de atributos dos serviços prestados em unidades de internação de um hospital privado. Trata-se de um estudo exploratório-descritivo de abordagem quantitativa, com coleta prospectiva dos dados. O local da investigação foi o Hospital Adventista de São Paulo e a casuística/amostra constituiu-se de 71 usuários. A coleta dos dados ocorreu no período de março a agosto de 2007, por meio de um instrumento derivado da escala Service Quality (SERVQUAL) do modelo avaliativo de Parasuramam, Zeithaml e Berry. Os resultados apontam que o nível de satisfação geral oscilou em torno de 95%, sendo as dimensões garantia (96%) e confiabilidade (96%) as de maior relevância, seguidas da empatia (95%), responsividade (93%) e tangibilidade (88%). Na avaliação dos usuários as equipes médica e de enfermagem apresentaram maiores níveis de satisfação. Cerca de 91 % têm intenção de indicar o hospital e 72% referem total confiança na instituição. Por conseguinte, esta pesquisa permitiu conhecer os atributos de atendimento intervenientes na satisfação dos usuários da referida instituição, contribuindo, assim, para confirmar ou reformular os processos assistenciais e gerenciais
Title in English
Assessment levels of the users satisfaction of a private hospital
Keywords in English
Consumer satisfaction
Evaluation of health care
Quality of health care
Abstract in English
The aim of this study was to analyze the satisfaction of the users on a number of attributes of the services in units of a private hospital. This is an exploratory study-descriptive of a quantitative approach with prospective collection of data. The location of research was the Adventist Hospital of São Paulo in casuistry/sample consisted of 71 users. Data collection took place during the period March to August 2007, using a derivative of the scale model of the Service Quality (SERVQUAL) of evaluative of Parasuraman et al. The results indicate that the level of overall satisfaction ranged around 95%, and the Assurance (96%) and reliability (96%) considered most important dimensions of quality, followed by empathy (95%), responsiveness (93%) and tangibility (88%). In assessing of users, medical and nursing teams introduced high levels of satisfaction. 91% has intention to indicate the hospital and 72% has total trust in the hospital. Therefore, this research provided the knowledge of the attributes of service more importants to satisfaction of users in this institution and contributing to confirm or reshape assistance and management process
 
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Wilma_Batista.pdf (1.13 Mbytes)
Publishing Date
2008-06-24
 
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