Quality of health care: patient satisfaction in a university hospital
| Autor: | Edméa Rita Temporini, Carlos Eduardo Leite Arieta, Denise Fornazari de Oliveira, Newton Kara-José |
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| Rok vydání: | 2005 |
| Předmět: |
Adult
Male medicine.medical_specialty Adolescent Quality Assurance Health Care media_common.quotation_subject Literacy Health Services Accessibility Hospitals University Patient satisfaction Nursing Surveys and Questionnaires Health care medicine Ease of Access Humans Quality (business) Child Socioeconomic status media_common Desk Aged Quality Indicators Health Care Quality of Health Care Service (business) Aged 80 and over business.industry Infant General Medicine Middle Aged Ophthalmology Cross-Sectional Studies Socioeconomic Factors Patient Satisfaction Family medicine Child Preschool Female business Delivery of Health Care Brazil |
| Zdroj: | Arquivos brasileiros de oftalmologia. 69(5) |
| ISSN: | 0004-2749 |
| Popis: | OBJECTIVE: To evaluate patient characteristics and satisfaction in an outpatient service at a university hospital, aiming at obtaining subsidies for standardization of a quality assessment program. METHOD: Patient-representative sample was selected. It consisted of users of the Ophthalmology Outpatient Service at the Hospital das Clinicas, Universidade Estadual de Campinas (UNICAMP). A structured questionnaire was applied through interview, including the following variables: personal characteristics (gender, age, literacy, job), type of appointment (new patient, follow-up), waiting time for the first appointment, opinion regarding ease of access to the hospital, assistance at the front desk, time spent in the waiting room on the appointed day, quality of care, degree of satisfaction with the consultation and general evaluation of the assistance. RESULTS: The sample was characterized by patients with low literacy and socioeconomic level; 21.7% had a steady income. The majority of them think that it is easy to obtain an appointment. According to patients, the mean waiting time for the appointment was 94.6 minutes and 45.3% of them received no orientation after the appointment. Final evaluation of the quality of assistance was positive and patients were satisfied with the provided assistance. CONCLUSION: Although a high level of satisfaction regarding the provided service was observed, when the various factors that can affect patient satisfaction are considered, users reported limitations as concerns quality. Evaluation allowed a better knowledge about the provided service in a university hospital and pointed to the possibility of implantation of quality assessment routines. |
| Databáze: | OpenAIRE |
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