CLASSIFICAÇÃO DAS MANIFESTAÇÕES DE USUÁRIOS DE UM HOSPITAL PÚBLICO COM BASE NAS CINCO DIMENSÕES DETERMINANTES DA QUALIDADE

Perspectivas em Gestão & Conhecimento Pub Date : 2019-04-01 DOI:10.21714/2236-417X2019V9N2P85

Tânia Oliveira Souto Dias, R. Ferraz, Evandro Luiz Lopes, I. Panhoca

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Abstract

Aim: This study aimed to group events recorded by users of a public hospital, based on five dimensions of quality, to gather information with the aim of create internal policies for quality of care. Methodology: We used a qualitative approach, based on desk research technique, using SERVQUAL as model/method, to collect data from free expression forms, originated from an institutional quality program. Results: It was observed that, of total registered events, the majority were complaints. The most pointed professional category was the doctors, and the sector with most complaints was adult assistance. Aspects of responsiveness and empathy were the most cited. Conclusion: The lack of institutionalization of quality and humanization in care policies lead to organizational problems that exerts negative Tânia Oliveira Souto Dias et al. Perspectivas em Gestão & Conhecimento, João Pessoa, v. 9, n. 2, p. 85-111, maio/ago. 2019. 86 influence in quality of provided services. It is suggested formulation of strategies that seek to achieve better results regarding the quality of services provided by the hospital.

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基于五个质量决定维度对公立医院用户表现进行分类

目的:本研究旨在根据质量的五个维度对公立医院用户记录的事件进行分组，以收集信息，旨在制定医疗质量的内部政策。方法:我们采用定性方法，基于案头研究技术，使用SERVQUAL作为模型/方法，收集来自机构质量项目的自由表达形式的数据。结果:在所登记的事件中，以投诉事件居多。最尖锐的职业类别是医生，投诉最多的行业是成人助理。最常被提及的是反应能力和同理心。结论:缺乏制度化的质量和人性化的护理政策导致组织问题，产生负面影响。《透视与发展》，jo o Pessoa，第9节，第2页，第85-111页，maio/ago。2019. 86 .对所提供服务质量的影响。建议制定战略，力求在医院提供的服务质量方面取得更好的成果。

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Perspectivas em Gestão & Conhecimento

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