Escalas concorrentes para mensura????o da satisfa????o do cliente hospitalar
Autor(a) principal: | |
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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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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). No. of bitstreams: 1 Joao Batista Moglia Junior.docx: 1252728 bytes, checksum: c8792648711cf3a3f6599da03658462c (MD5) Previous issue date: 2015-12-16application/vnd.openxmlformats-officedocument.wordprocessingml.documentporUniversidade Nove de JulhoPrograma de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??deUNINOVEBrasilAdministra????oSatisfa????oatendimento de enfermagemavalia????o geral do hospitalSatisfactionnursing careoverall assessment of hospitalADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOSEscalas concorrentes para mensura????o da satisfa????o do cliente hospitalarScales competitiors for masurement of hospital customer satisfactioninfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesis-710462410973612412600info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da Uninoveinstname:Universidade Nove de Julho (UNINOVE)instacron:UNINOVEORIGINALJoao Batista Moglia Junior.docxJoao Batista Moglia Junior.docxapplication/vnd.openxmlformats-officedocument.wordprocessingml.document1252728http://localhost:8080/tede/bitstream/tede/1256/2/Joao+Batista+Moglia+Junior.docxc8792648711cf3a3f6599da03658462cMD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82165http://localhost:8080/tede/bitstream/tede/1256/1/license.txtbd3efa91386c1718a7f26a329fdcb468MD51tede/12562016-06-06 16:45:52.221oai:localhost: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Biblioteca Digital de Teses e Dissertaçõeshttp://bibliotecatede.uninove.br/PRIhttp://bibliotecatede.uninove.br/oai/requestbibliotecatede@uninove.br||bibliotecatede@uninove.bropendoar:2016-06-06T19:45:52Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
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 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
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. |
url |
http://bibliotecatede.uninove.br/handle/tede/1256 |
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por |
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por |
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Universidade Nove de Julho |
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Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de |
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UNINOVE |
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Brasil |
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Administra????o |
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Universidade Nove de Julho |
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