Satisfaction Survey: the look on customers’ laboratories of the National Institute of Quality Control in Health

• Autor(a) principal: Castelo Branco, Neusa Maria
• Data de Publicação: 2014
• Outros Autores: Romão, Célia Maria Carvalho Pereira Araujo, Fialho, Miguel Madi, Delgado, Isabella Fernandes
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Vigilância Sanitária em Debate
• Texto Completo: https://visaemdebate.incqs.fiocruz.br/index.php/visaemdebate/article/view/47
• topic: Customer Satisfaction; Quality Health; Health Surveillance; Satisfação do Cliente; Qualidade em Saúde; Vigilância Sanitária

This work aimed to prepare a questionnaire to measure the level of satisfaction of customers outside of the laboratories of the National Institute for Quality Control in Health (INCQS), which can operate as a tool for quality indicators for improving the processof analytical work-laboratory. Descriptive study by quantitative approach. The sample studied was composed of 117 customers of INCQS who used the analytical service laboratory for quality control of products subject to the action of the health surveillance in the period from 2006 to 2010. The data showed that, in general, customers surveyed evaluated the quality of services such as “great” and “good” (86%). An exception was related to the attribute “fulfilment of term”, which presented result more critical, with an index of about 30% of the assessments between “regular” and “bad”. The analysis of the data allowed us to conclude that the services rendered by INCQS are consideredsatisfactory and meet the expectations of users, even that some changes and adjustments in work process are necessary. Data were obtained as important indicators of quality and management information that could subsidize the process of strategic decisionmaking, aimed at the continuous improvement of the process of institutional work area in analytical laboratory.