Prestação de serviços públicos nas unidades sanitárias: uma reflexão a partir da relação entre o servidor público e o utente no Centro de Saúde de Bagamoyo (2020-2023)

Abstract

The present study is about "The Provision of Public Service in Health Care Facilities: A Reflection on the Relationship between the Public Servant and the health service User". We start from the following hypotheses H 0 - Public Administration has not sought to achieve better performance in the services provided, resulting in society not having quality achievements in the use of these services, in the shortest possible time and with a degree of dissatisfaction. H 1 - Public Administration has sought to achieve better performance in the services provided, making it possible for society to have a margin of quality success in the use of these services, in the shortest possible time and with a degree of satisfaction. For the study, we selected a sample of about 10 employees of the Bagamoyo health center, having as criteria those established by the public administration such as loyalty, efficiency, publicity, etc. During the fieldwork, based on questionnaire techniques, we verified that service provision can be subject to evaluation by the user, during or after the end of the service provision process, and is done by comparing the user's expectations of the service with what he actually found of the service It plays a fundamental role with regard to the criteria established by the public administration, allowing for the application of the legal or constitutional principles that are the basis for the functioning of the public administration. Regarding the factors that interfere in the provision of services, it was found that a lot of work is being done in order to comply with what is established in the public administration and that it must be taken into account to achieve the pre-established criteria, thus contributing to a positive impact on improving the quality of service provision. Having found that the working environment and conditions, as well as the professionals or public servant, are factors that contribute to the improvement of the quality of service provision, we suggest that for the achievement of the criteria established by the public administration we opt for the implementation and execution of the pre- established criteria in a more generalized way for the improvement of service provision.