Production of knowledge about user satisfaction in public hospital

• Autor(a) principal: Dalla Lana, Letice
• Data de Publicação: 2013
• Outros Autores: Kreutz Rodrigues, Marlene, Barbosa Ramos, Iara, Portela, Odete Teresinha, Souza Schmidt, Alberto
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: https://doi.org/10.56732/pensarenf.v17i1.77
• topic: user satisfaction; costumer satisfaction; hospital; satisfação do utilizador; satisfação do cliente; hospital

Satisfaction surveys highlight the patient as an integral and essential part of health services, offering support in the management process and, therefore, point out some possible options for a rethink in the organization of work processes, aiming at continuous improvement of service. A ibliographical study that aimed to: identify the production of Brazilian and Latin American studies, published in the last five years, on the theme “user satisfaction with the service they received during hospitalization” in order to find evidence of (non) use of the Management Excellence model. Regarding the year of publication, for the 15 abstracts in this study it was observed that the theme of “user satisfaction with the service they received while in hospital” has been published with increasing frequency in recent years and that 2010 is the year with the most publications (40%). In the years 2006, 2007 and 2009 there were three publications (20%), and in 2008 one publication (6.66%). It is believed that the interest in the area is growing and, in the last two years, wehave seen increasing interest in quality management programs. Most research on user satisfaction has covered just one of the following: the care of nursing staff, medical care, food provided during hospitalization, the attendance of other professionals. These approaches were fragmented, with the exception of a study about structures, processes and provides results with the Excellence Model Management.