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O Processo de Follow-up em Inquéritos de Satisfação: Estudo de Caso em Contexto Hospitalar Português
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RESUMO - Os inquéritos de satisfação dos profissionais de saúde são uma prática consolidada no setor hospitalar, mas a sua utilidade depende da existência de processos subsequentes que transformem os resultados em medidas concretas. Esta investigação teve como objetivo compreender e caracterizar o processo de follow-up desses inquéritos, identificando mecanismos operacionais, limitações e contributos para a otimização da gestão organizacional. Foi realizado um estudo de caso único, com abordagem qualitativa, exploratória e descritiva. Recolheram-se dados através de duas entrevistas realizadas a um informante-chave do departamento de Recursos Humanos e da análise documental oficial, tendo-se procedido à triangulação e análise de conteúdo dos dados
empíricos, articulados com a literatura.
Os resultados revelaram que o processo de follow-up se organiza num ciclo contínuo de diagnóstico, devolução e ação, sustentado por três eixos centrais. No eixo da liderança, os Recursos Humanos coordenam o processo, articulando-se com a administração hospitalar e garantindo legitimidade institucional. O eixo da cultura organizacional evidenciou práticas de comunicação multicanal, devolução transparente e envolvimento colaborativo. O eixo dos recursos organizacionais, destacou, por um lado, limitações humanas, financeiras e temporais, mas, por outro, revelou também estratégias de mitigação assentes em práticas de planeamento detalhado, descentralização de tarefas e mobilização de equipas multidisciplinares a nível local.
Da integração destes dados emergiu uma framework conceptual composta por três dimensões-chave: padronização metodológica flexível, coordenação híbrida centrallocal e sustentabilidade organizacional. O modelo proposto reflete o processo de followup como instrumento estratégico e dinâmico, potenciador de confiança institucional, aprendizagem organizacional e ajuste colaborativo. Apesar das limitações inerentes a um estudo de caso único, a investigação oferece contributos teóricos e operacionais com potencial de replicação noutros contextos hospitalares.
ABSTRACT - Satisfaction surveys among healthcare professionals are commonly referenced in hospital settings, but their utility depends on follow-up processes that translate results into concrete measures. This research aimed to understand and characterize the followup process of these surveys, identifying operational mechanisms, limitations, and contributions to organizational management. A qualitative, exploratory, and descriptive study was conducted, focusing on a single instrumental case. Data were collected through interviews with a key informant from the Human Resources department and through official documents, with triangulation and content analysis applied to both empirical data and the literature. Findings reveal that the follow-up process unfolds as a continuous cycle of diagnosis, feedback, and action, sustained by three central axes. In the leadership axis, Human Resources coordinates with hospital administration, produces annual plans with indicators, and ensures institutional legitimacy. The organizational culture axis emphasizes multichannel communication, transparent feedback, and collaborative involvement, thereby strengthening trust and facilitating the acceptance of change. The organizational resources axis revealed not only constraints of a human, financial, and temporal nature, but also concrete mitigation strategies, such as decentralized planning and the involvement of multidisciplinary local teams to support implementation and promote continuity. A conceptual framework emerged, comprising three dimensions: flexible methodological standardization, hybrid central-local coordination, and organizational sustainability. The model presents follow-up as a strategic and dynamic instrument that fosters institutional trust, learning, and collaborative adaptation. Despite the limitations of a single case study, this research offers relevant theoretical and operational contributions, proposing a model with potential for replication in similar hospital contexts.
ABSTRACT - Satisfaction surveys among healthcare professionals are commonly referenced in hospital settings, but their utility depends on follow-up processes that translate results into concrete measures. This research aimed to understand and characterize the followup process of these surveys, identifying operational mechanisms, limitations, and contributions to organizational management. A qualitative, exploratory, and descriptive study was conducted, focusing on a single instrumental case. Data were collected through interviews with a key informant from the Human Resources department and through official documents, with triangulation and content analysis applied to both empirical data and the literature. Findings reveal that the follow-up process unfolds as a continuous cycle of diagnosis, feedback, and action, sustained by three central axes. In the leadership axis, Human Resources coordinates with hospital administration, produces annual plans with indicators, and ensures institutional legitimacy. The organizational culture axis emphasizes multichannel communication, transparent feedback, and collaborative involvement, thereby strengthening trust and facilitating the acceptance of change. The organizational resources axis revealed not only constraints of a human, financial, and temporal nature, but also concrete mitigation strategies, such as decentralized planning and the involvement of multidisciplinary local teams to support implementation and promote continuity. A conceptual framework emerged, comprising three dimensions: flexible methodological standardization, hybrid central-local coordination, and organizational sustainability. The model presents follow-up as a strategic and dynamic instrument that fosters institutional trust, learning, and collaborative adaptation. Despite the limitations of a single case study, this research offers relevant theoretical and operational contributions, proposing a model with potential for replication in similar hospital contexts.
Descrição
Palavras-chave
Profissionais de Saúde Satisfação no Trabalho Inquéritos e Questionários Estudos de Follow-Up Liderança Cultura Organizacional Health Personnel Job Satisfaction Surveys and Questionnaires Follow-Up Studies Leadership Organizational Culture