Análise da qualidade dos serviços hospitalares estudo de caso: serviços de consultas externas do Hospital geral josé Macamo

Abstract

The main objective of this work is to assess the level of quality of services provided to users at Hospital Geral José Macamo. Through this work, it is intended to identify the most problematic quality factors in order to improve its performance at the level of the General José Macamo hospital and the consequent promotion of the hospital's image. To this end, a survey was carried out on the expectations and perception of the quality of hospital services among users of this health unit. The research focused on the five service quality factors based on the Zeitthmal et al quality model, broken down into nine to facilitate its interpretation and perception, taking into account the specificity of health services. The survey results indicated that the expectations of users are not met, despite about 74% of surveyed users considering the quality of services provided by Hospital Geral José Macamo as more or less good. It was also found that quality factors such as empathy, communication, accessibility and waiting time were the most problematic in terms of perception of the services provided to users. The main cause of poor performance in these factors was identified as work overload due to the high demand for those services and weak supply capacity. The survey results also indicated a good performance of the health unit in relation to general cleanliness, competence and privacy