Estudo da satisfação dos pacientes de um hospital universitário por meio de técnicas multivariadas

Abstract

Public health is a very important issue, as it provides the community with equal access, seeking to present quality services offered. The administration of human resources contributes to the development of employees, aiming to develop actions efficiently. The use of improvement tools results in information that can be used strategically. In view of the above, the present research had as objective to evaluate the quality in services through the SERVQUAL Scale being complemented by some multivariate techniques in the Graphical Methods sector of a university hospital. The research was characterized as a case study, with qualitative and quantitative approaches. Data were collected through the SERVQUAL questionnaire, applied to 293 clients / patients. The results obtained indicate that the services, in general, are not meeting the customers expectations. The dimension that needs more attention is the "promptness", this is justified by the average being greater in relation to the others. The human resources area of this industry should direct its improvement efforts so that these issues raised will meet the patients' expectations. A new short questionnaire was also proposed, which was compared with the one used, and the difference identified was that it has three less questions. In addition, specific areas were defined according to the importance of patients. It is hoped that the results found will contribute to providing subsidies for improvements in the sector under study, as well as to the society involved.