Avaliação do nível de satisfação dos utentes sobre a qualidade dos serviços de saúde caso: Hospital Geral de Mavalane

Abstract

This work demonstrates concepts and models related to customer satisfaction, in particular advancing to the assessment of user satisfaction at the Hospital Geral de Mavalane located in Maputo City. To this end, 305 users were interviewed. Data collection was carried out through a closed questionnaire with questions that seek to investigate the perception of users in relation to the quality of health services. For data analysis, factor analysis was used, which allowed us to obtain a set of determining factors in the quality of health services, thus identifying six factors: "Hospital image", "Process to acquire health services", "Time of waiting", "Quality of service to the user", "Performance of physicians" and "Overall satisfaction with the quality of health services". As well as multiple regression analysis that highlighted factors that most influence the satisfaction of users with the institution. Therefore, this work helps to identify and quantify problems in the area of ​​care in order to increase the level of user satisfaction and promote the image of this hospital.