EVALUATION OF THE LEVEL OF SATISFACTION OF HOSPITALIZED PUERPERAL WOMAN IN A MATERNITY IN THE COUNTRYSIDE OF PARAÍBA

Abstract

There is now a growing need for improvement in health services provided in all health institutions. One possible strategy with this aim is to identify factors that may directly interfere with the quality of care and, therefore,  determine the satisfaction of the user of this service . The purpose of this study was to evaluate the level of satisfaction of postpartum women admitted to a maternity ward, taking into account the existing structure and services provided by the institution. This is an exploratory, descriptive research of quantitative nature developed at the Deodato Cartaxo maternity hospital, belonging to the Regional Hospital of Cajazeiras, located in the municipality of Cajazeiras, Paraiba State in Brazil. The population was composed of hospitalized puerperal women and the sample of 100 woman was performed for convenience, systematic of the proportional type with a sample error of 5%. The data collection period was between the months of august and september 2015. The instrument of data collection was SERVQUAL, evaluating its five quality indicators (tangibility, reliability, attendance, safety and empathy). The results were presented in table form with their respective absolute and relative frequencies. Among the indicators studied, reliability, care and security were the ones that generated the most satisfaction among the puerperal woman and tangibility was referred to as an indicator of dissatisfaction among the users. Keywords: Evaluation of health services; consumer satisfaction; maternities.