Qualidade no serviço público de saúde: um estudo sobre as expectativas e percepções dos usuários do hospital regional de Lagoa Nova/RN.

• Autor(a) principal: Souza, Julia Caroline Felix de
• Data de Publicação: 2016
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UFRN
• Texto Completo: https://repositorio.ufrn.br/handle/123456789/43468
• topic: Qualidade nos Serviços; Service quality; Análise Servqual; Service quality; Gestão Pública; Public management; Administração

Nowadays, it‟s possible to see that the society has been especially concerned about the need of improvements on the activities of public management. As a result to that concern, people started to understand about the quality of management as something essential and not just only a part of the services around the public management field, especially the management of services such as the public health. Regarding all that, this research has as its main goal the job of analysing the actual health‟s quality around the services provided by the Maternidade Garibaldi Alves Filho Hospital (HMGAF) through the perception of its clients. This Research was developed through an instrument of quality measurement called SERVQUAL (Service Quality Gap Analysis), with the perspective of evaluating the expectations and perceptions of all clients regarding the five fields used to measure general quality: confiability, safety, responsiveness, empathy as well as tangible aspects. Within this context, it was used a lot of bibliographical references, interviews and data researching. Regarding the classification of this study, this study can be classified as descriptive with quantitative characteristics. At the end of this research, it‟s possible to see through the numbers found within it that the actual health‟s quality of the hospital studied in general doesn't meet the requirements of quality expected from its clients and the quality measurement instruments. On the other hand, the numbers provided by this research are very close to the minimum expectations of the quality measurements instruments as well as its clients minimum expectations.