Análise das percepções dos principais atores da cadeia produtiva da saúde sobre a qualidade dos serviços prestados por hospitais no Estado de Goiás-BR

• Ano de defesa: 2013
• Autor(a) principal: Rosalem, Vagner
• Orientador(a): Escrivão Junior, Álvaro
• Tipo de documento: Tese
• Tipo de acesso: Acesso aberto
• Idioma: por
• Palavras-chave em Português: Qualidade dos serviços; Percepção da qualidade dos serviços; Hospitais de Goiás; Escala SERVQUAL; Cadeia produtiva da saúde
• Palavras-chave em Inglês: Quality of services; Hospitals Goiás; SERVQUAL scale; Chain productive health
• Link de acesso: https://hdl.handle.net/10438/11103

The purpose of this work was to analyze the perceptions of key actors in the production chain of health on the quality of services provided by hospitals in the State of Goiás - BR. For this was used as the measuring instrument SERVQUAL scale, which is widely validated, and this study was appropriately adapted and tested its reliability for healthcare, by calculating the Alpha Cronbrach that more than 0,703 results found for dimensions relating to the quality expectations and 0,708 for the dimensions relating to the quality of the performance. The sample consisted of 347 individuals belonging to 03 groups end (downstream) of actors in this production chain. The first stakeholder group made up of managers was subdivided into 02 subgroups, 58 managers of public hospitals and 57 private hospitals managers, the second group of actors composed of health professionals was subdivided into 02 subgroups, 58 health professionals from hospitals 58 public and private hospitals, the third stakeholder group comprised patients / users of hospital services was subdivided into 02 subgroups, 58 patients / users of public hospitals and 58 private hospitals. We compared the five dimensions of quality proposals that scale between groups by ANOVA and by adopting a significance level of 0.05 for the analyzes. The results obtained indicate signicantes differences of perceptions of quality in groups of managers of public hospitals and managers of private hospitals, as well as significant differences in the groups of patients / users of public hospitals and private hospitals. In groups composed of managers, the dimensions that showed significant differences were tangibility, promptness and empathy. In groups composed of patients / users, differences in perception of quality proved to be significant in the dimensions of tangibility and promptness. Comparing the 06 (six) subgroups, we found that the groups of patients / users elected promptness as the main dimension of perceived quality. The groups consist of the managers gave more emphasis to the tangibility dimension as the main assignment in quality. In turn, the group composed of health professionals in public hospitals have the security dimension as the master and the group composed of health professionals from private hospitals, the dimension of tangibility as the main dimension to define quality. Thus, it is understood that the results can introduce important directions to managers regarding the channeling of resources and adoption of actions aimed at improving the quality of services provided to patients / users of the hospitals studied.