A qualidade dos serviços ao cliente : uma perspectiva sob a ótica do paciente em um ambulatório de atendimento secundário em saúde

Abstract

The aim of this work was to measure the importance and the quality of some specific topics (performance) offered by a secondary health care Out-patient Clinic as perceived by the patients. It had the purpose of generating data that can help to develop strategic planning to manage the clinical services. This study was carried out at the Central Out-patient Clinic (Amce) of the University of Caxias do Sul (UCS). The Amce has been playing an important role in providing health care (medicine, nursing, psychology, physiotherapy, nutrition and social service) to the population of Caxias do Sul and neighborhood areas. To implement this study a quantitative research was performed, giving a questionnaire to a sample of patients of Amce (Phase A reception and clinical assistance, phase B - carrying out of complementary exams and phase C exams results and clinical follow up). The key variables of the study included: accessibility to the Amce, reception and waiting room, building conditions, behavior of the healthcare professional, confidence on the self-recovery, acceptance to be treated by a healthcare professional and students together, quickness to handle pacient´s demands, and readiness to indicate Amce services to other people. The data was analyzed by using a matrix method correlating importance versus performance. Additional statistical analyses were carried out, which indicated significant differences between means of the main research variables. With this study it was possible to verify that the importance and performance had relevant results. Therefore, the Acme may have room to improve the rendering of health care services.