Proposal of a quality evaluation model directed to the Unified Health System

• Autor(a) principal: Amoury Neta, Alice Silau
• Data de Publicação: 2020
• Outros Autores: Ferreira, Brenna Cecília Sousa, Bezerra, Rodrigo Rangel Ribeiro, Silva, Leonardo Breno Pessoa
• Tipo de documento: Artigo
• Idioma: por; eng
• Título da fonte: Sistemas & Gestão
• Texto Completo: https://www.revistasg.uff.br/sg/article/view/1605

The evaluation of quality directs efforts to critical areas, especially when talking about public health management, which needs to be efficient to serve the population. In this sense, tools directed to quality evaluation in this sector are pertinent. The objective of this work was to propose a quality evaluation model directed to the Unified Health System, developed based on the Service Quality instrument, and considering aspects concerning the Institute of Medicine, National Health Services Evaluation Program, and the corresponding legislation. Two collection instruments were developed and statistically validated by means of the alpha coefficient for the composition of the referred model. By considering the relative importance of dimensions from the perspective of the three audiences (users, professionals, and managers), the application of the SUSSQUAL model proved to be useful for guiding managers and/or professionals interested in decision making processes, and in outlining strategies that have the qualitative elevation of public health sector attributions as their purposes.