This thesis takes upon the Healthcare industry with the main goal of understanding the opinion of Portuguese patients with the National Health System. Concretely, the study examines patient expectations and patient satisfaction within the Portuguese context through the use of online and offline surveys distributed to the population. Despite the use of a non-representative sample, with most of the respondents living in Coimbra, our findings indicate that participants expect a more functional health system, preferring a quick and efficient service focused on practicality. Participants in this research ranked their satisfaction with the National Health Service with a 13 out of 20, indicating possibly that they’re not dissatisfied but they think that there’s a lot of room for improvement. Relationship with their doctors, waiting time and hospital’s environmental variables reported the lowest scores revealing that possibly an intervention is needed in these areas to improve patient satisfaction.
Date of Award | 13 Jul 2017 |
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Original language | English |
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Awarding Institution | - Universidade Católica Portuguesa
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Supervisor | Susana Frazão Ferreira Fernandes Pinheiro (Supervisor) |
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- Mestrado em Gestão e Administração de Empresas
What do portuguese patients think of their National Health System?
Pereira, A. M. C. (Student). 13 Jul 2017
Student thesis: Master's Thesis