Avalia????o das manifesta????es de usu??rios de um hospital p??blico como ferramenta de gest??o na busca pela melhoria da qualidade do atendimento

Detalhes bibliográficos
Ano de defesa: 2015
Autor(a) principal: Dias, Tania Oliveira Souto lattes
Orientador(a): Ferraz, Renato Ribeiro Nogueira lattes
Banca de defesa: Ferraz, Renato Ribeiro Nogueira lattes, Rossi, George Bedinelli lattes, Monken, S??nia Francisca lattes, Fr??o, Bianca lattes, Motta, Lara Jansiski lattes
Tipo de documento: Dissertação
Tipo de acesso: Acesso aberto
Idioma: por
Instituição de defesa: Universidade Nove de Julho
Programa de Pós-Graduação: Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de
Departamento: Administra????o
País: Brasil
Palavras-chave em Português:
Palavras-chave em Inglês:
Área do conhecimento CNPq:
Link de acesso: http://bibliotecatede.uninove.br/handle/tede/1199
Resumo: Public health is a segment of very complex services. The demand level of its users is an increasingly and important factor in organizations providing these services. The absence of quality and humanization of care policies results in complaints from users, manifested through various external and internal institutional channels. The aim of present study was to group the events recorded by users of a public hospital, based on five dimensions of quality in order to obtain subsidies for creating a quality improvement of attendance policy. The public hospital evaluated is located in the metropolitan region of Sao Paulo - SP. The service unit serves several specialties, being a reference in traumatology. The research was based in a qualitative approach, using desk research technique to collect data from 142 free expression forms, from December 01, 2014 to April 30, 2015, coming from an institutional program called "Tell Me". The data demonstrated that, of 283 registered events, 83% were related to complaints. The most pointed professional category was that of physicians (61% of the total). The sector that received the most complaints was adult emergency, with 37% of the recorded events. Complaints were classified based on five "determinants of quality", with aspects of responsiveness (34%), and empathy (33%), the most cited. It was concluded that the lack of institutionalization of quality and humanization of care policies lead to organizational problems that negatively influence the quality of services provided. Therefore, considering that this research focused on contributing to the management practice, it suggests the development of strategies to achieve better results regarding the quality of services provided by the hospital, especially regarding to responsiveness and empathy in attendance.