Qualidade do atendimento hospitalar no Rio Grande do Norte: avaliação de usuários e acompanhantes
Evaluation in the health area has gained more and more space in the international and national scenario, with quality being one of the strategic elements on which the transformation and improvement of modern health systems is based. This research had the general objective of analyzing the percept...
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| Formato: | Dissertação |
| Idioma: | por |
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Brasil
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| Endereço do item: | https://repositorio.ufrn.br/jspui/handle/123456789/26469 |
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| Resumo: | Evaluation in the health area has gained more and more space in the international and
national scenario, with quality being one of the strategic elements on which the
transformation and improvement of modern health systems is based. This research had the
general objective of analyzing the perceptions of users and companions about the quality of
hospital care in Rio Grande do Norte. In order to do so, the methodological approach was
guided by the following steps: (a) a cross-sectional analytical study to evaluate the SUS users'
satisfaction about hospital and outpatient care, with reference to the physical structure, health
and the quality of treatment received in Rio Grande do Norte services; and (b) to carry out an
exploratory and qualitative case study carried out in hospitals, which aimed to evaluate the
satisfaction of users and caregivers with the quality of care in public hospitals in Rio Grande
do Norte, Brazil. The results showed that there was no difference in the evaluation of services
when compared to men and women; people over 60 tend to better evaluate health services; in
all aspects the high complexity and services of the capital had better results (p≤0.001) and the
users evaluated more positively the service rendered by the private units agreed to the SUS
than the public establishments. Regarding the qualitative findings, it was noticed that users
and caregivers were generally satisfied with the care provided by public hospitals within the
Unified Health System, especially regarding aspects related to the humanization of health
teams and the effectiveness of the process. In this context, the positive view of the
interviewees in this study on public hospitals is highlighted, even considering aspects
considered negative that affect the quality of care of these services and that were raised by the
interviewees themselves, such as the physical facilities conditions, lack or insufficient
material resources and bureaucracies that delay the therapeutic path. As expected, the
qualitative approach allowed a deepening around the findings of the quantitative approach.
While it identified the generic satisfaction about the quality of care, it allowed the subjects to
clarify in more detail the reasons why the services were considered good or bad. It is
concluded that the evaluation of the quality of hospital care from the point of view of subjects
who use this service is essential for the survey of aspects that deserve attention by health
authorities and managers and related areas. Thus, it is expected that the findings of this study
make possible reflections, as well as emphasizing the indispensability of further research in
this sense in order to provide subsidies capable of overcoming problems and improving the
services offered to the population. |
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