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Avaliação da satisfação dos utentes idosos na consulta externa do Centro Hospitalar Barreiro Montijo entre 2013 e 2018
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Orientador(es)
Resumo(s)
RESUMO - A satisfação do utente representa um dado importante para a qualidade dos serviços. Este indicador é um dos instrumento de avaliação e análise da qualidade, permitindo um ajuste contínuo das politicas organizacionais, da gestão e melhoria dos serviços, que visa responder à eficiência e adequação do serviço perante a população que recebe, tentando responder às necessidades e exceder de forma positiva as expectativas do utente. Apesar dos progressos verificados, colocando a pessoa cada vez mais no centro do Serviço Nacional de Saúde, existe a necessidade de definir e redefinir políticas de melhoria para dar resposta aos novos desafios emergentes tais como o envelhecimento populacional que a sociedade portuguesa enfrenta, visando sempre a melhoria continua e satisfazer as necessidades do utente.
A avaliação da satisfação do utente idoso nos serviços de Consulta Externa do Centro Hospitalar Barreiro Montijo no período de 2013 a 2018 foi definida como objetivo principal desta investigação, sendo a população-alvo delimitada a indivíduos com idade igual ou superior a 65 anos.
Realizou-se um estudo observacional, transversal, descritivo e com uma abordagem quantitativa, envolvendo uma amostra de 1091 utentes idosos que recorreram às consultas externas do Centro Hospitalar Barreiro Montijo, entre novembro de 2013 e novembro de 2018. A base de dados foi cedida pelo Centro Hospitalar Barreiro Montijo, com aprovação do gabinete de ética, da administração e do gabinete da qualidade.
O instrumento de recolha de dados utilizado foi o ‘’Questionário de Avaliação da Satisfação dos Utentes do Centro Hospitalar Barreiro Montijo‘’. Foi construído internamente por parte do Gabinete de Gestão da Qualidade do CHBM, com base no modelo da ACSS (Administração Central do Sistema de Saúde), modelo Europep (questionário internacional dos utentes com o médico de família) e no modelo Servqual, com o objetivo de medir vários aspetos da satisfação dos utentes através de escala de Likert de 1 a 5.
Os resultados obtidos são satisfatórios e positivos, destacando a satisfação com os profissionais, principalmente os médicos, que é a dimensão com o nível de satisfação mais elevado, média de 4,29. A dimensão com os valores mais reduzidos foi a dos tempos de espera, ainda assim com uma média positiva de 3,08, salientando que todas as avaliações foram positivas.
Com base na informação recolhida, concluiu-se que a satisfação do utente idoso é, no geral, satisfatória, mas existe a possibilidade de melhorias, especialmente, nos tempos de espera.
ABSTRACT - User satisfaction is an important factor for the quality of services. This indicator is an instrument of quality assessment and analysis, allowing a continuous adjustment of organizational policies, management and improvement of services, which responds to the efficiency and adequacy of the service responsible for the populations it receives, tries to respond to needs and exceed positively as the patient's expectations. Despite the progress that has been made, as citizens are increasingly placed in the National Health Center, there is a need to define and redefine improvement policies to respond to new emerging challenges, such as the population that Portuguese society faces, always using improvement continues and requires user requirements. The assessment of elderly user satisfaction for the external consultation service at Centro Hospitalar Barreiro was defined as the main objective of this investigation, with a defined target population aged 65 years or older. An observational, cross-sectional, descriptive study was carried out, with a quantitative approach, involving a sample of 1091 elderly users who used the external consultations at Centro Hospitalar Barreiro Montijo, between November 2013 until November 2018. The database was provided by Centro Hospitalar Barreiro Montijo, with approval from the ethics, administration and quality offices. The data collection instrument used is the ‘’ Questionnaire for the Evaluation of User Satisfaction at Centro Hospitalar Barreiro Montijo ‘’. It was built internally by the CHBM Quality Management Office, based on the ACSS (Central Health System Administration) model, Europep model (international user questionnaire with the family doctor) and the Servqual model, with the objective to measure various aspects of user satisfaction using a Likert scale from 1 to 5. The sample analyzed shows that the results obtained are satisfactory and positive, highlighting satisfaction with professionals, especially doctors, which is the dimension with the highest level of satisfaction with an average of 4.29, the dimension with lower values were waiting times, however with a positive average of 3.08, noting that all evaluations were positive. Conclusions: The satisfaction of the elderly user in general is satisfactory, there is the possibility of improvements in waiting times.
ABSTRACT - User satisfaction is an important factor for the quality of services. This indicator is an instrument of quality assessment and analysis, allowing a continuous adjustment of organizational policies, management and improvement of services, which responds to the efficiency and adequacy of the service responsible for the populations it receives, tries to respond to needs and exceed positively as the patient's expectations. Despite the progress that has been made, as citizens are increasingly placed in the National Health Center, there is a need to define and redefine improvement policies to respond to new emerging challenges, such as the population that Portuguese society faces, always using improvement continues and requires user requirements. The assessment of elderly user satisfaction for the external consultation service at Centro Hospitalar Barreiro was defined as the main objective of this investigation, with a defined target population aged 65 years or older. An observational, cross-sectional, descriptive study was carried out, with a quantitative approach, involving a sample of 1091 elderly users who used the external consultations at Centro Hospitalar Barreiro Montijo, between November 2013 until November 2018. The database was provided by Centro Hospitalar Barreiro Montijo, with approval from the ethics, administration and quality offices. The data collection instrument used is the ‘’ Questionnaire for the Evaluation of User Satisfaction at Centro Hospitalar Barreiro Montijo ‘’. It was built internally by the CHBM Quality Management Office, based on the ACSS (Central Health System Administration) model, Europep model (international user questionnaire with the family doctor) and the Servqual model, with the objective to measure various aspects of user satisfaction using a Likert scale from 1 to 5. The sample analyzed shows that the results obtained are satisfactory and positive, highlighting satisfaction with professionals, especially doctors, which is the dimension with the highest level of satisfaction with an average of 4.29, the dimension with lower values were waiting times, however with a positive average of 3.08, noting that all evaluations were positive. Conclusions: The satisfaction of the elderly user in general is satisfactory, there is the possibility of improvements in waiting times.
Descrição
Palavras-chave
Qualidade em Saúde Satisfação do Utente Consulta Externa Idoso Quality in Health User satisfaction Extern consult Old man