ASSESSMENT LEVELS OF THE USER'S SATISFACTION IN A PRIVATE HOSPITAL

作者：Souza da Cruz Wilma Batista; Melleiro Marta Maria

来源：Revista da Escola de Enfermagem da USP, 2010, 44(1): 147-153.

• Quality of health care
• Health services evaluation
• Consumer satisfaction
• Patient satisfaction

The objective of this study was to analyze the satisfaction of the users of a private hospital in terms of a number of attributes of the services in units. This exploratory, descriptive study used a quantitative approach and was developed in a private hospital in the city of Sao Paulo. The casuistry consisted of 71 users and data collection was performed during the period from March to August 2007, using a derivative of the scale model of the Service Quality (SERVQUAL) of the evaluative model of Parasuraman et al. The level of overall satisfaction ranged around 95%. The assurance (96%) and reliability (96%) were considered the most important dimensions of quality, followed by empathy (95%), responsiveness (93%) and tangibility (88%). Medical and nursing staffs introduced high levels of satisfaction. 91% has intention to recommend the hospital. This research provided the knowledge of the attributes most imporant in terms of satisfaction and contributed to confirming or reshapping assistance and management processes.

• 出版日期2010-3