Satisfação dos utentes com a experiência hospitalar

Abstract

Introduction: According to Artur Santos Silva (2014), the health of the Portuguese achieved remarkable progress in recent decades, leveraging our international recognition, which is one of the most positive marks 40 years of our democracy. Despite progress, it is clear the need to define continuous improvement policies in the health field, so that you can meet the needs of users and provide an effective and efficient response to new emerging challenges in society such as population aging ( Sousa, 2009). This study aimed to know the opinion of users in hospital on the care provided to them. Methods: We conducted a quantitative, cross-sectional analytical study involving a sample of 2254 users. In the study, among 38 organizations with inclusion criteria, participated in 31 hospitals (81.6% participation rate), regardless of their form of grouping. They were selected randomly 4-6 medical and surgical services in each hospital. The questionnaire used was the Core Patient Survey, which is designed to evaluate the perspective of the user on the care that you have recently been provided and which is an adaptation of the Hospital Consumer Assessment of Health Care Providers and Systems Survey (H-CAHPS) for the project RN4CAST. This instrument has 24 questions, is a standardized auto-response questionnaire that aims to measure various aspects of user satisfaction during their hospital stay. Results: The dimensions that obtained more satisfactory results are related to health professionals. And the result with the overall experience with the service is 8.5 points from 10 possible. Please note that all reviews were positive. Conclusions: The sample allows us to verify the existence of a high level of user satisfaction with health services.

Date of Award	28 Jul 2016
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Luís Sá (Supervisor)