Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar

Detalhes bibliográficos
Autor(a) principal: Moglia Junior, Jo??o Batista
Data de Publicação: 2015
Tipo de documento: Dissertação
Idioma: por
Título da fonte: Biblioteca Digital de Teses e Dissertações da Uninove
Texto Completo: http://bibliotecatede.uninove.br/handle/tede/1256
Resumo: Patient satisfaction is not a new theme but gains importance in the current competitive scenario, mainly in private hospitals. The relevance is in the contribution of a new viewing perspective of the hospital customer's satisfaction. The goal of this study is to identify for the national context which one of the patient satisfaction scales is able to better reflect the general assessment of the hospital. Therefore, we used three satisfaction scales with the nursing care: PSI scale of Hinshaw & Atwood (1982) in the Brazilian version of Oliveira (2004), the NSNS scale of Thomas, McColl, Priest, Bond & Boys (1996) in the Brazilian version of Dorigan & Guidardello (2013), and the GPNS scale of Halcomb, Caldwell, Salamonson & Davidson (2011) in its already nationalized version by Moglia Junior, Motta and Lopes (2015). For the general assessment of the hospital it was used the Johnston scale (1995). Through the analysis of model of structural equations, the NSNS scale was identified as the most appropriate for measuring the quality of the nursing team comparing to the others scales tested.
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spelling Lopes, Evandro Luizhttp://lattes.cnpq.br/0631574435962669Lopes, Evandro Luizhttp://lattes.cnpq.br/0631574435962669Spers, Eduardo Eug??niohttp://lattes.cnpq.br/7800954800978254Settervall, Cristina Helena Costantihttp://lattes.cnpq.br/4195776312010208http://lattes.cnpq.br/7715698297744987Moglia Junior, Jo??o Batista2016-05-13T20:57:42Z2015-12-16Moglia Junior, Jo??o Batista. Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar. 2015. 93 f. Disserta????o( Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de) - Universidade Nove de Julho, S??o Paulo.http://bibliotecatede.uninove.br/handle/tede/1256Patient satisfaction is not a new theme but gains importance in the current competitive scenario, mainly in private hospitals. The relevance is in the contribution of a new viewing perspective of the hospital customer's satisfaction. The goal of this study is to identify for the national context which one of the patient satisfaction scales is able to better reflect the general assessment of the hospital. Therefore, we used three satisfaction scales with the nursing care: PSI scale of Hinshaw & Atwood (1982) in the Brazilian version of Oliveira (2004), the NSNS scale of Thomas, McColl, Priest, Bond & Boys (1996) in the Brazilian version of Dorigan & Guidardello (2013), and the GPNS scale of Halcomb, Caldwell, Salamonson & Davidson (2011) in its already nationalized version by Moglia Junior, Motta and Lopes (2015). For the general assessment of the hospital it was used the Johnston scale (1995). Through the analysis of model of structural equations, the NSNS scale was identified as the most appropriate for measuring the quality of the nursing team comparing to the others scales tested.A satisfa????o do cliente hospitalar n??o ?? um tema novo, mas ganha import??ncia diante do cen??rio atual de concorr??ncia, principalmente nos servi??os privados. A relev??ncia est?? na contribui????o de uma nova perspectiva de visualiza????o da satisfa????o do cliente hospitalar. O objetivo geral desse trabalho ?? identificar para o contexto nacional, qual das escalas de satisfa????o do paciente ?? capaz de refletir melhor a avalia????o geral do hospital. Para tanto, utilizou-se de 03 escalas de satisfa????o com o atendimento de enfermagem: A escala PSI de Hinshaw & Atwood, (1982) na vers??o brasileira de Oliveira (2004), a escala NSNS de Thomas, McColl, Priest, Bond, & Boys, (1996) na vers??o brasileira de Dorigan & Guirardello (2013), e a escala GPNS de Halcomb, Caldwell, Salamonson, & Davidson (2011) na sua vers??o j?? nacionalizada (Moglia Junior, Motta, & Lopes, 2015). E para a avalia????o geral do hospital utilizou-se a escala de (Johnston, 1995). Por meio da an??lise de um modelo de equa????es estruturais, identificou-se que a escala NSNS ?? mais adequada para mensura????o da qualidade da equipe de enfermagem que as demais escalas testadas.Submitted by Nadir Basilio (nadirsb@uninove.br) on 2016-05-13T20:57:42Z No. of bitstreams: 1 Joao Batista Moglia Junior.docx: 1252728 bytes, checksum: c8792648711cf3a3f6599da03658462c (MD5)Made available in DSpace on 2016-05-13T20:57:42Z (GMT). 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dc.title.por.fl_str_mv Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar
dc.title.alternative.eng.fl_str_mv Scales competitiors for masurement of hospital customer satisfaction
title Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar
spellingShingle Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar
Moglia Junior, Jo??o Batista
Satisfa????o
atendimento de enfermagem
avalia????o geral do hospital
Satisfaction
nursing care
overall assessment of hospital
ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS
title_short Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar
title_full Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar
title_fullStr Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar
title_full_unstemmed Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar
title_sort Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar
author Moglia Junior, Jo??o Batista
author_facet Moglia Junior, Jo??o Batista
author_role author
dc.contributor.advisor1.fl_str_mv Lopes, Evandro Luiz
dc.contributor.advisor1Lattes.fl_str_mv http://lattes.cnpq.br/0631574435962669
dc.contributor.referee1.fl_str_mv Lopes, Evandro Luiz
dc.contributor.referee1Lattes.fl_str_mv http://lattes.cnpq.br/0631574435962669
dc.contributor.referee2.fl_str_mv Spers, Eduardo Eug??nio
dc.contributor.referee2Lattes.fl_str_mv http://lattes.cnpq.br/7800954800978254
dc.contributor.referee3.fl_str_mv Settervall, Cristina Helena Costanti
dc.contributor.referee3Lattes.fl_str_mv http://lattes.cnpq.br/4195776312010208
dc.contributor.authorLattes.fl_str_mv http://lattes.cnpq.br/7715698297744987
dc.contributor.author.fl_str_mv Moglia Junior, Jo??o Batista
contributor_str_mv Lopes, Evandro Luiz
Lopes, Evandro Luiz
Spers, Eduardo Eug??nio
Settervall, Cristina Helena Costanti
dc.subject.por.fl_str_mv Satisfa????o
atendimento de enfermagem
avalia????o geral do hospital
topic Satisfa????o
atendimento de enfermagem
avalia????o geral do hospital
Satisfaction
nursing care
overall assessment of hospital
ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS
dc.subject.eng.fl_str_mv Satisfaction
nursing care
overall assessment of hospital
dc.subject.cnpq.fl_str_mv ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS
description Patient satisfaction is not a new theme but gains importance in the current competitive scenario, mainly in private hospitals. The relevance is in the contribution of a new viewing perspective of the hospital customer's satisfaction. The goal of this study is to identify for the national context which one of the patient satisfaction scales is able to better reflect the general assessment of the hospital. Therefore, we used three satisfaction scales with the nursing care: PSI scale of Hinshaw & Atwood (1982) in the Brazilian version of Oliveira (2004), the NSNS scale of Thomas, McColl, Priest, Bond & Boys (1996) in the Brazilian version of Dorigan & Guidardello (2013), and the GPNS scale of Halcomb, Caldwell, Salamonson & Davidson (2011) in its already nationalized version by Moglia Junior, Motta and Lopes (2015). For the general assessment of the hospital it was used the Johnston scale (1995). Through the analysis of model of structural equations, the NSNS scale was identified as the most appropriate for measuring the quality of the nursing team comparing to the others scales tested.
publishDate 2015
dc.date.issued.fl_str_mv 2015-12-16
dc.date.accessioned.fl_str_mv 2016-05-13T20:57:42Z
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dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
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dc.identifier.citation.fl_str_mv Moglia Junior, Jo??o Batista. Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar. 2015. 93 f. Disserta????o( Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de) - Universidade Nove de Julho, S??o Paulo.
dc.identifier.uri.fl_str_mv http://bibliotecatede.uninove.br/handle/tede/1256
identifier_str_mv Moglia Junior, Jo??o Batista. Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar. 2015. 93 f. Disserta????o( Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de) - Universidade Nove de Julho, S??o Paulo.
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