Publication
A avaliação da qualidade dos serviços de saúde: o caso do Hospital Padre Américo
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Advisor(s)
Abstract(s)
A presente dissertação tem como tema a qualidade nos serviços de saúde, tendo sido realizada a avaliação dos serviços de urgência do Hospital Padre Américo (HPA). A opinião do utente tem vindo a ser cada vez mais considerada no domínio científico e pelos vários parceiros sociais no sentido de monitorizar a qualidade dos serviços de saúde e de avaliar a eficácia das medidas corretivas que se têm vindo a implementar no Sistema Nacional de Saúde.
Desta forma, foi delineado como objetivo geral aferir a avaliação da qualidade do serviço prestado pela urgência do HPA. Foram ainda definidos os seguintes objetivos específicos: aferir os fatores determinantes da avaliação da qualidade e a sua importância relativa; aferir as intenções de comportamento (recomendar e voltar ao hospital) e a sua relação com a qualidade do serviço e aferir se há diferenças de perceção da qualidade e das intenções de comportamento relativamente a características sociodemográficas dos utentes.
No que diz respeito à metodologia, optou-se por um design descritivo, sendo a recolha de dados realizada através da aplicação de um questionário online, a uma amostra não probabilística por conveniência, tendo-se conseguido 115 questionários válidos.
Os principais resultados apontam para a conclusão que os fatores como a admissão, médicos, enfermeiros, exame, triagem e o tempo de espera dos exames afetam de forma direta a qualidade dos serviços de urgência do Hospital. Os mesmos fatores influenciam também as intenções de comportamento dos utentes: usar e recomendar os serviços. No mesmo ponto de intenção de voltar a usar os serviços, é possível afirmar que quem não apresenta reclamações ao serviço de urgências do HPA têm maiores intenções de os voltar a usar. Em relação às características sociodemográficas verifica-se que não existem diferenças de perceções, quer no que diz respeito à avaliação da qualidade, quer às intenções de comportamento.
The present dissertation has as its theme the evaluation of the emergency services of the Hospital Padre Américo (HPA). The opinion of the user has been increasingly considered in the scientific field and by the various social partners in order to monitor the quality of health services and to evaluate the effectiveness of the corrective measures that have been implemented in the National Health System. Thus, it was outlined as a general objective to determine which factors influence the quality of HPA's emergency services. The following specific objectives were also defined: measuring the determinant dimensions of quality assessment and their relative importance, assessing behavior intentions, assessing the relationship between quality assessment and behavioral intentions of users, and assessing differences in perception quality and behavioral intentions regarding sociodemographic characteristics. Regarding the methodology, a descriptive design was chosen, and the data collection was done through the application of an online questionnaire, to a non-probabilistic sample for convenience, and 115 valid questionnaires were obtained. The main results point to the conclusion that factors such as admission, doctors, nurses, screening, screening and the waiting time of the exams directly affect the quality of the hospital's emergency services. The same factors also influence the behavior intentions of the users: use and recommend the services. At the same point of intention to re-use the services, it is possible to affirm that those who do not present complaints to the emergency service of the HPA have greater intentions to reuse them. Regarding the sociodemographic characteristics, there are no differences.
The present dissertation has as its theme the evaluation of the emergency services of the Hospital Padre Américo (HPA). The opinion of the user has been increasingly considered in the scientific field and by the various social partners in order to monitor the quality of health services and to evaluate the effectiveness of the corrective measures that have been implemented in the National Health System. Thus, it was outlined as a general objective to determine which factors influence the quality of HPA's emergency services. The following specific objectives were also defined: measuring the determinant dimensions of quality assessment and their relative importance, assessing behavior intentions, assessing the relationship between quality assessment and behavioral intentions of users, and assessing differences in perception quality and behavioral intentions regarding sociodemographic characteristics. Regarding the methodology, a descriptive design was chosen, and the data collection was done through the application of an online questionnaire, to a non-probabilistic sample for convenience, and 115 valid questionnaires were obtained. The main results point to the conclusion that factors such as admission, doctors, nurses, screening, screening and the waiting time of the exams directly affect the quality of the hospital's emergency services. The same factors also influence the behavior intentions of the users: use and recommend the services. At the same point of intention to re-use the services, it is possible to affirm that those who do not present complaints to the emergency service of the HPA have greater intentions to reuse them. Regarding the sociodemographic characteristics, there are no differences.
Description
Keywords
Avaliação Qualidade Serviços Saúde Evaluation Quality Services Cheers