Análise dos factores que determinam a satisfação dos utentes em relação à qualidade dos serviços de saúde do Banco de Socorro do Hospital Geral José Macamo

Abstract

Public health services face criticism regarding the quality perceived by users, which contradicts the mission of providing accessible and high-quality care. Dissatisfaction is exacerbated by issues such as long queues, shortages of medicines and equipment, and inadequate care. The main objective of this study is to analyze the factors that determine user satisfaction with the quality of services at the emergency room of the José Macamo General Hospital, using factor analysis to identify critical elements that influence this satisfaction. In addition, multiple regression analysis is applied to investigate the relationship between independent variables, such as the admission process, competence of health professionals and efficiency of care, and the dependent variable of user satisfaction. The research employs advanced statistical techniques, including factor analysis to reduce the initial variables to latent factors, and multiple regression analysis to explore the influence of independent variables on user satisfaction. The results reveal that improvements in the relationship between patients and doctors have a significant impact on user satisfaction, while the competence of health professionals and efficiency in care are additional determinants. Factor analysis identifies critical factors such as overall satisfaction with the hospital, quality of care and cleanliness conditions, among others, which directly affect users’ perception of the quality of services. This study contributes to the understanding of the elements that influence user satisfaction in health services, providing information for operational and strategic improvements at the José Macamo General Hospital. It is recommended that policies be implemented focused on the continuous improvement of service quality, aligned with user expectations and needs(TRADUÇÃO NOSSA)