Qualidade na prestação do serviço público de saúde: um estudo na estratégia da saúde da família (ESF)

• Autor(a) principal: Santos, Ediemeson Carlos dos
• 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/123456789/43473
• topic: Administração pública; Public administration; Qualidade em serviços; Service quality; Modelo SERVQUAL; SERVQUAL model; Administração

In the current climate of a country like Brazil, which has structure, capacity and capital to provide the population which is their right, what is lacking is primarily process efficiency, or even the lack of sensitivity to understand what the real objective of which is public. Due to this context, health is one of the most important areas in any sphere ends up being scrapped, resulting in the provision of public service quality falls short of what is acceptable by society. In this sense, we sought to verify the level of quality of provision of public health services in the assessment of users through a field research with a team of the Family Health Strategy - ESF present in a Basic Health Unit - UBS city of Currais Novos / RN, after the unit is currently one of the main health access ports that user demand. The research is classified as quantitative due to the large number volume obtained through the model of quality in service called Service Quality Gap Analysis (SERVQUAL) used with the perspective to know what the quality expectations, the level of desired quality and quality perceived by community served by the ESF team. Thus, it sought to first trace the demographic profile of that user to then know your analysis. 97 respondents were determined by accessibility within the UBS in the period between the months of April and May 2016. The study points to a predominant degree of dissatisfaction in all the model dimensions, where the perceived quality level presented is always below expectations, constituting an unfavorable average as adequacy and superiority of services, which demonstrates a strong necessity to implement changes that make it possible to approach the perceived quality of the desired quality level.