Indice de calidad de vida percibida en pacientes con trastornos gastrointestinales funcionales en Buenos Aires, Argentina / Perceived Quality of Life Index in Patients with Functional Gastrointestinal Disorders at a Public Hospital in Buenos Aires, Argentina

Resumen Los trastornos gastrointestinales funcionales (TGF) son enfermedades crónicas que configuran un problema relevante en la salud pública, asociados en investigaciones previas a una peor calidad de vida. El objetivo del presente trabajo fue estudiar la calidad de vida en pacientes que acuden a un servicio de neurogastroenterología en un hospital de Argentina y compararlo con población control. Para ello, se realizó un estudio cuantitativo y transversal incluyendo población clínica diagnosticada con algún TGF (n = 35) y una muestra control sin diagnóstico de TGF (n = 37). Se encontraron diferencias significativas entre personas con TGF y sujetos control, X 2 (1, N = 70) = 30.23,p < .001 en todas las subdimensiones de la escala de calidad de vida (MQLI), exceptuando satisfacción espiritual (PE). Similar a investigaciones previas, los resultados de este estudio sugieren que, en Argentina -al igual que en otros países-, los individuos con TGF muestran una peor percepción de calidad de vida que la población general. Estos hallazgos podrían contribuir al diseño de intervenciones que contemplen variables biopsicosociales, con el objetivo de una mejoría integral en la calidad de vida de las personas que padecen estos trastornos.

Abstract Functional Gastrointestinal Disorders (FGDS) are chronic diseases that constitute a relevant public health problem, associated in previous research with a poorer quality of life. The aim of this study was to study the quality of life in patients attending a Neurogastroenterology Service at an Argentinean public hospital and compare it with a control population. A quantitative and cross-sectional study was carried out including a clinical population diagnosed with some FGD (n = 35) and a control sample without diagnosis of FGD (n = 37). Significant differences were found between people with FGD and control subjects, X 2 (1, N = 70) = 30.23, p < .001 in all sub-dimensions of the Quality of Life Index (MQLI), except Spiritual Fulfillment (SF). Similar to previous research, the results of this study suggest that individuals with FGD show a worse perception of quality of life than the general population. These findings could contribute to the design of interventions that contemplate biopsychosocial variables, with the aim of a comprehensive improvement in the quality of life of people with these disorders.

Calidad de vida percibida y adherencia al tratamiento en pacientes con insuficiencia renal crónica terminal / Perceived quality of life and adherence to treatment in patients with end-stage chronic renal disease / Qualidade de vida percebida e adesão ao tratamento em pacientes com doença renal crônica em estágio terminal

RESUMEN Introducción: La insuficiencia renal crónica terminal constituye uno de los problemas de salud más complejos por las afectaciones que provoca a la calidad de vida de los pacientes y por las dificultades que entraña la adherencia del paciente al tratamiento. Objetivo: Identificar la relación entre la calidad de vida percibida y la adherencia al tratamiento de los pacientes portadores de insuficiencia renal crónica terminal que reciben hemodiálisis. Método: Estudio de tipo correlacional realizado en el servicio de Hemodiálisis del Hospital General Docente "Juan B. Viñas González" de Palma Soriano, Santiago de Cuba. Del universo de 32 pacientes se trabajó con la población constituida por 16 pacientes que cumplieron con los criterios de inclusión/exclusión. Las técnicas utilizadas fueron: cuestionario de calidad de vida de la OMS, revisión de documentos, entrevistas y la observación. Se realizó análisis estadístico descriptivo (análisis de frecuencias) y se aplicó el método no paramétrico de correlación de Spearman. Resultados: Más de la mitad (56,25 %) de la población reflejó una calidad de vida percibida regular, el 25 % buena y el 18,75 % mala. La dimensión de salud física se mostró dentro de las más afectadas, observándose una valoración negativa con respecto a la enfermedad, pues más del 85 % de los encuestados la consideró como grave o muy grave. Se apreciaron afectaciones al sueño, donde más del 60 % de los pacientes se sintió insatisfecho con este aspecto. Los síntomas de la enfermedad son valorados, por la mayoría (81,25 %) como severos o muy severos. Conclusiones: Los pacientes poseen adherencia media al tratamiento y una calidad de vida percibida regular, y existe correlación fuerte y directa entre la adherencia al tratamiento y la calidad de vida percibida.

ABSTRACT Introduction: The end-stage chronic renal disease, due to how it affects the patient´s quality of life and the difficulties involved in the adherence of patient to treatment, is one of the most complex health problems. Objective: To identify the relationship between perceived quality of life and adherence to treatment in patients with end-stage chronic renal disease receiving hemodialysis. Method: A correlative study was conducted in the hemodialysis service room at the Hospital General Docente "Juan B. Viñas González" in Palma Soriano, Santiago de Cuba. The universe studied included 32 patients and 16 (met inclusion/exclusion criteria) were selected to work with. The techniques used were: World Health Organization quality of life questionnaire, document review, interviews and observation. A descriptive statistical analysis was performed (frequency analysis) and the nonparametric method applied was the Spearman's correlation coefficient using the SPSS 19.0 data processing program. Results: More than half of the population (56.25%) reported a fair quality of life, good (25%), and bad (18.75%). The physical health dimension was one of the most affected and it was found a negative assess of the disease in which more than 85% of those polled considered it as serious or very serious. Some sleep disorders was found and more than 60% of patients were unsatisfied related this issue. Most of the patients (81.25%) characterized the disease symptoms as severe or very severe. Conclusions: Patients studied had an adherence to treatment in a medium level and a perceived fair quality of life. There is also a correlation between the patient adherences to treatment and perceived quality of life.

RESUMO Introdução: A insuficiência renal crônica terminal constitui um dos problemas de saúde mais complexos pelos efeitos que causa na qualidade de vida dos pacientes e pelas dificuldades que a adesão do paciente ao tratamento acarreta. Objetivo: Identificar a relação entre a percepção de qualidade de vida e a adesão ao tratamento em pacientes com doença renal terminal em hemodiálise. Método: Estudo do tipo correlacional realizado no serviço de Hemodiálise do Hospital Geral de Ensino "Juan B. Viñas González" em Palma Soriano, Santiago de Cuba. Do universo de 32 pacientes, trabalhamos com a população composta por 16 pacientes que atenderam aos critérios de inclusão / exclusão. As técnicas utilizadas foram: questionário de qualidade de vida da Organização Mundial da Saúde, revisão documental, entrevistas e observação. Foi realizada análise estatística descritiva (análise de frequência) e aplicado o método não paramétrico. Resultados: Mais da metade (56,25%) da população apresentou percepção de qualidade de vida regular, 25% boa e 18,75% ruim. A dimensão saúde física esteve entre as mais afetadas, com avaliação negativa em relação à doença, uma vez que mais de 85% dos inquiridos a consideraram grave ou muito grave. Além disso, foram notados distúrbios do sono, onde mais de 60% dos pacientes se sentiram insatisfeitos com esse aspecto. Os sintomas da doença são avaliados, pela maioria (81,25%), como graves ou muito graves. Conclusões: Os pacientes apresentam média de adesão ao tratamento e percepção de qualidade de vida regular, havendo forte e direta correlação entre adesão ao tratamento e percepção de qualidade de vida.

Relación entre condición física global, coordinación motriz y calidad de vida percibida en adolescentes españoles / Relationship between overall physical condition, motor coordination and perceived quality of life in Spanish adolescents

Resumen La sociedad actual plantea la necesidad de incorporar a la educación aquellas capacidades relacionadas con el cuerpo y su actividad motriz dentro de los márgenes de la salud, pues estas resultan determinantes para el desarrollo integral de la persona. Teniendo esto en cuenta, el objetivo del presente estudio fue analizar la relación entre la condición física global (CF), la coordinación motriz (CM) y la calidad de vida percibida (cvp) en adolescentes españoles. Para esto, se diseñó un estudio descriptivo transversal con 1037 adolescentes de 14 a 16 años de edad, y se utilizó el Cuestionario de salud SF-36 para evaluar la cvp, y la Batería de condición física relacionada con la salud para evaluar la CF global y la CM. Los resultados muestran que los sujetos con mayor CF tuvieron valores promedio más elevados en las variables de función física (p < .001), rol físico (p < .001), vitalidad (p < .05), función social (p < .001), rol emocional (p < .01), salud mental (p < .001) y calidad de vida total (p < .001); mientras que aquellos con menor CF presentaron puntuaciones superiores en dolor corporal (p < .001). Asimismo, los sujetos que mostraron mayor CM obtuvieron mejores registros en salud general, vitalidad, función social y calidad de vida total (p < .001 en todos los casos), y registros inferiores en función física y rol físico (p < .001 en ambos casos). Los resultados de este estudio sugieren que tener una mayor CF, así como una mayor CM, pueden ser variables predictoras de una mejor cvp en adolescentes españoles.

Abstract Today's society poses the need to incorporate into education those capacities related to the body and its motor activity within the margins of health, since these are determining factors for the integral development of the person. Bearing this in mind, the aim of this study was to analyze the relationship between overall physical condition (PC), motor coordination (MC) and perceived quality of life (PQL) in Spanish adolescents. For this purpose, a cross-sectional descriptive study was designed involving 1037 adolescents aged between 14 to 16 years. The SF-36 Health Questionnaire was used to assess the PQL, and the Health-related Physical Condition Battery, to evaluate global PC and MC. The results show that participants with higher PC had higher average values in the variables physical function (p < .001), physical role (p < .001), vitality (p < .05), social function (p < .001), emotional role (p < .01), mental health (p < .001), and total quality of life (p < .001); while those with lower PC had higher scores in body pain (p < .001). Likewise, participants who showed higher MC obtained better records in general health, vitality, social function, and total quality of life (p < .001 in all cases), and lower records in physical function and physical role (p < .001 in both cases). The results of this study suggest that having a higher PC, as well as a higher MC, maybe predictive variables of a better PQL in Spanish adolescents.

Determinants of customer loyalty in the banking industry: A comparative study of private and govt sector banks in Trichy district / 国际药学研究杂志

The Banking industry is the backbone of every economy and has a major role to play in the wellbeing of a nation. The competition in the banking sector is so severe that the banks are finding it very difficult to increase their market share. Acquiring customers as well as retaining them is a big challenge faced by them. Banks have to capitalize on service delivery so as to ensure customer satisfaction and customer loyalty. Therefore, the banks have to formulate clear strategies in meeting the dynamic customer demands and ensuring customer satisfaction. The objective of this research is to ascertain factors influencing customer loyalty amongst the banking customers in Trichy District. Descriptive research was carried out in identifying the problems as well as developing the concepts of this research. A total of the sample size of this research is 420 customers. Various research tools like Cronbach’s alpha test, ANOVA, correlation, and a weighted arithmetic mean were employed in this study. The research found that Brand awareness and Perceived Quality are the strongest factors in generating brand loyal customers. These factors have a greater role in modern day banking to ensure customer satisfaction and provide the edge over the competitors.

Propuesta de instrumento para evaluar la calidad percibida por pacientes tratados por cirugía de mínimo acceso / Proposition of a questionnaire to evaluate the patient-perceived quality on minimal access surgery

RESUMEN Introducción: La cirugía de mínimo acceso ha tenido un desarrollo importante en las últimas dos décadas en Cuba. La satisfacción de la población con estos servicios, de innegable predilección por su efectividad e inocuidad, es cada vez mayor, sin embargo en la actualidad el nivel de satisfacción de los pacientes sobre bases científicas no se conoce. Objetivo: Elaborar y validar por expertos un instrumento para medir la percepción de la calidad de la atención médica que tienen los pacientes operados por cirugía de mínimo acceso. Métodos: Se elaboró y validó por expertos, un instrumento de medición, incluida la encuesta y estándares, para evaluar la calidad de la atención médica percibida por los pacientes operados, en las dimensiones de estructura, proceso y resultado. Resultados: El 100 por ciento de las preguntas fueron consideradas por los expertos justificables y pertinentes en el instrumento. Tres preguntas no cumplieron alguno de los requisitos de Moriyama y fueron modificadas. Fueron incorporados nuevos ítems relacionados fundamentalmente con procesos de atención médica. Se modificó la escala ordinal de Likert de cinco pasos por una de cuatro pasos. Se fijaron los estándares de calidad iguales o superiores al 80 por ciento, para cada uno de los tres niveles: por cada dimensión, por cada criterio para el conjunto de evaluados y por cada paciente según todos los criterios. Conclusión: El estudio aporta un instrumento validado por expertos, para evaluar la satisfacción de los pacientes en el ámbito de la cirugía de mínimo acceso(AU)

ABSTRACT Introduction: In the last two decades Minimal Access Surgery has had an important development in Cuba. Patient satisfaction with these services is higher, nevertheless today it is not well knows on a scientific basis. Objective: design and validate by experts a measurement instrument to assess the patient-perceived quality of patients operated by minimal access surgery. Methods: A measurement instrument, including questionnaire and standards, was developed and validated by experts, to evaluate the patient-perceived quality in the dimensions structure, process and results. Results: The experts considered the one hundred percent of questions in the instrument justified and relevant. Only three questions no fulfilled with one of the Moriyama's requirement and were improved. New items related with processes criteria were included. The ordinal 5-point Likert scale was modified to 4-point scale. Quality standards were fixed to 80 percent or higher for each of three levels: each dimension, each criterion for all evaluated and each patient according to all criteria. Conclusion: The study shows a validated instrument by experts to evaluate the patient's satisfaction in minimal access surgery(AU)

Study on influence of patient perceived medical service quality on satisfaction and behavioral intention / 重庆医学

Objective To study the influence of patient perceived medical service quality on the satisfaction and behavioral intention.Methods The AMOS21.0 software was adopted to construct a structural equation model with satisfaction as a medium for conducting the path analysis among the perceived medical service quality,satisfaction and behavioral intention.Results The perceived medical service quality produced the direct impact on behavioral intention(y=0.50) and satisfaction(γ=0.87),the satisfaction produced the direct impact on behavioral intention(γ=0.38);with the satisfaction as a medium,the perceived medical service quality had the indirect impact(0.33) on behavioral intention and the intermediary rate was 39.76％.Conclusion The perceived medical service quality has active influence on the patient satisfaction and behavior intention,and indirectly acts on the behavioral intention with the satisfaction as intermediary agent.

Research on the hospital management system in view of total quality management / 中华医院管理杂志

Hospital TQM system is designed to fit China′s specifics,based on the Total Quality Management (TQM)theory and integrating the system theory concepts, comprising two structural modules of perceived quality and non-perceived quality.The former is a trinity framework made up of patient satisfaction,employee commitment and social reputation,while the latter is a management system featuring“Six pillars and six columns”,constituting a three-dimensional management for integrated operation and integration of the hospital.

Generalizabilidad y optimización en la evaluación de la calidad de los Centros de Atención Infantil Temprana (CAIT) / Generalizability and Optimization for Quality Assesment in Early Intervention Centers

El propósito de este trabajo fue optimizar una nueva herramienta de evaluación de la calidad de servicio percibida en los Centros de Atención Temprana, desarrollada ad hoc, que permitiera analizar distintas dimensiones desde la perspectiva de la Teoría de la Generalizabilidad. El objetivo fue desglosar la variabilidad real de la variabilidad del error. Se estimaron los componentes de varianza de las facetas centros, usuarios, ítems y escalas. Se utilizó una estructura de diseño multifaceta parcialmente anidado, analizando distintas categorías independientemente y en interacción, obteniendo excelentes resultados tanto de los índices de fiabilidad como de generalizabilidad. Se realizó una optimización del diseño de medida para optimizar los tamaños muestrales, pudiendo ser considerado un análisis coste-beneficio.

The purpose of this work was to optimize a new tool for evaluation of quality perceived in the Early Intervention Centers, developed ad hoc, allowing to analyze different dimensions of quality service in these kind of centres from the perspective of the Generalizability Theory. The aim was to break down the actual variability of the variability of the error. The variance of the facets centers, users, items and scales components were estimated. We used a structure of multifaceted partially nested design, analyzing different categories independently and in interaction, obtaining excellent results both indexes of reliability and generalizability. Measure design optimization to optimize sample sizes, and can be considered a cost-benefit analysis was conducted.

Validación de la versión reducida del CECASDEP en usuarios de servicios deportivos / Validation of a short version of CECASDEP in sports services users

El objetivo planteado consistió en desarrollar una versión reducida del CECASDEP y obtener evidencias de su validez y fiabilidad en 2 muestras diferentes. Participaron 882 personas con un rango de edad que oscilaba entre 14 y 81 años (M = 34.89; DT = 12.57), de los que 432 eran hombres y 440 mujeres. Se examinó la estructura interna mediante análisis factorial confirmatorio y la validez cruzada mediante análisis multigrupo, obteniendo un buen ajuste en los distintosíndices. El modelo resultante está compuesto por 25 ítems y 5 dimensiones, con propiedades psicométricas que mostraron buena consistencia interna, validez convergente y discriminante. El análisis factorial confirmatorio mostró buen ajuste en los distintosíndices y el análisis multigrupo ofreció una estructura estable en 2 muestras independientes. Los resultados indican que el modelo propuesto supone una herramienta válida para evaluar la calidad percibida en servicios deportivos.

The aim of this study was to develop a short version of CECASDEP and to obtain evidence of its validity and reliability in two different samples. A total of 882 individuals, 432 male and 440 female aged 14 to 81 (M = 34.89; DT = 12.57) were included in the study. Internal structure was examined, using confirmatory factor analysis, and a good adjustment of the model to the data was obtained. Besides, cross-validity was evaluated through multi-group analysis. The resulting model is composed of 25 items and 5 dimensions, with psychometric properties reflecting good internal consistency, convergent validity and discriminant validity. Confirmatory factor analysis showed an acceptable adjustment of the model to the data and multi-group analysis reflected that the structure factor is stable in two independent samples. The results confirm that the proposed model is a valid tool to assess the perceived quality in sports services.

Maternal Perceptions of Quality of Antenatal Care Services in Sri Lanka: Development and Validation of a Multi-dimensional Instrument.

Maternal perception of antenatal care quality is an important attribute in understanding the relationship between quality and utilization of antenatal care services. However, measuring this in a developing country like Sri Lanka is a significant challenge due to non-availability of valid and reliable instruments. The aim of this study was to develop a valid and reliable instrument to measure maternal perceptions of quality of antenatal care services in Sri Lanka. The main outcome measure was the factor structure and internal consistency of the instrument. We used multiple qualitative methods to generate culturally suitable items for the instrument. It was validated using an exploratory factor analysis methodology among 170 antenatal mothers in 2 Medical Officer of Health areas. Reliability was estimated by measuring internal consistency and test retest method. The four factor model proposed by this paper was able to explain 73% of the total variance of the scale. The Cronbach‟s alpha value for the total scale was 0.965. Thus, the newly developed 26-item instrument demonstrated satisfactory level of validity and reliability, and it provides useful information that can be utilized by health care providers to identify the areas in antenatal care services that require improvement from a client‟s perspective.

Calidad de las clases de pediatría comunitaria desde la percepción del estudiante, luego de la aplicación de conocimientos neurocientíficos / Medical students' perception of community pediatrics lessons quality following application of neuroscientific knowledge

Introducción: Las investigaciones realizadas en las últimas décadas sobre el rol del cerebro en el proceso educativo han aportado las bases neuronales del aprendizaje y otras funciones cerebrales que son estimuladas en el aula. Objetivos: Evaluar la calidad del servicio educativo en la rotación de Pediatría Comunitaria desde la perspectiva del estudiante luego de la aplicación de conocimientos neurocientíficos. Diseño: Estudio transversal, descriptivo de diseño cuantitativo. Lugar: Departamento de Pediatría, Facultad de Medicina San Fernando, Universidad Nacional Mayor de San Marcos, Lima, Perú. Participantes: Estudiantes de Pediatría Comunitaria. Intervenciones: Aplicación de la encuesta ServPerf. Resultados: La satisfacción global para todas las dimensiones fue de satisfacción, siendo el nivel de insatisfacción mínima. La satisfacción media para todas las dimensiones fue de satisfacción, a excepción de la dimensión entorno del aprendizaje, que fue de insatisfacción. El atributo el conocimiento brindado en clase, tuvo conexión evidente con la realidad; fue el de mayor prioridad. Conclusiones: La utilización de los conocimientos neurocientíficos mejora la percepción de la calidad del servicio educativo. La dimensión que alcanzó más alta satisfacción media fue materiales didácticos seguidos por información recibida e integrada. El conocimiento brindado en clase tiene conexión evidente con la realidad, tuvo la más alta prioridad...

Introduction: In the last few decades research on the role of the brain in the educational process has provided the neuronal basis of learning and other brain functions that are stimulated in the classroom. Objectives: To determine the quality of education service from the perspective of the student on the application of neuroscientific knowledge during Community Pediatrics rotation. Design: Cross sectional, descriptive quantitative study. Setting: Pediatrics Department, San Fernando Medical School, Universidad Nacional Mayor de San Marcos, Lima, Peru. Participants: Students of Community Pediatrics. Interventions: Application of Servperf survey. Results: Overall satisfaction and minimum level of dissatisfaction for all dimensions of satisfaction was found, with the exception of dissatisfaction in the learning environment dimension. The attribute knowledge provided in class had clear connection with reality; it showed the highest priority. Conclusions: The use of neuroscience enhances the perception of educational service quality. The dimension obtaining highest average satisfaction was teaching materials, followed by received and integrated information. The highest priority was obtained by knowledge provided in class has clear connection with the reality...

A qualidade percebida em programas municipais de actividade física para idosos: validação estatística para Portugal / The perceived quality of physical activity programs for elderly: statistical validation for Portugal

O envelhecimento demográfico alastra em todo o mundo particularmente na Europa. O INE de Portugal (2002) confirma essa tendência neste país onde as autarquias locais têm um papel político e cultural fundamental na promoção da qualidade de vida aos seus cidadãos. Este estudo descreve o processo de validação de um instrumento fiável, simples e adequado para avaliar a qualidade percebida que os idosos fazem dos programas de actividade física autárquicos nas principais capitais de distrito em Portugal. Para além de uma sistematização de literatura sobre questionários de avaliação da qualidade de serviços, apresenta-se detalhadamente o procedimento estatístico que permitiu classificar o poder explicativo das diversas dimensões de qualidade estudadas. O tratamento de um inquérito aplicado a uma amostra de 210 idosos (0,5% da população portuguesa) permite demonstrar que são considerados fortes os factores relativos às dimensões “Variedade” e “Recursos Humanos” e fracos os relacionados com a dimensão “Aspectos Gerais”.

Ageing is an increasing phenomenon all over the world, especially in Europe. The Portuguese INE (2002) confirms this trend for Portugal where local authorities play a crucial political and cultural role in promoting the quality of life of their citizens. In this paper we describe the validation process of a reliable and simple instrument fitted to assess the perceived quality of elderly people about the physical activity programs across the district municipalities. Besides a systematic literature review on inquiring services’ quality we present the statistical procedure that allowed us to classify the explanation power of several quality dimensions. The results came out from a questionnaire applied to a sample of 210 elderly (0.5% of the Portuguese population) and demonstrate that the factors related to the “Variety” and “Human Resources” dimensions are strong and those related to “General Aspects” dimension are weak.

Service quality, satisfaction, and behavioral intention in home delivered meals program

This study was conducted to evaluate recipients' perception of service quality, satisfaction, and behavioral intention in home delivered meals program in the US. Out of 398 questionnaires, 265 (66.6%) were collected, and 209 questionnaires (52.5%) were used for the statistical analysis. A Confirmatory Factor Analysis (CFA) with a maximum likelihood was first conducted to estimate the measurement model by verifying the underlying structure of constructs. The level of internal consistency in each construct was acceptable, with Cronbach's alpha estimates ranging from 0.7 to 0.94. All of the composite reliabilities of the constructs were over the cutoff value of 0.50, ensuring adequate internal consistency of multiple items for each construct. As a second step, a Meals-On-Wheels (MOW) recipient perception model was estimated. The model's fit as indicated by these indexes was satisfactory and path coefficients were analyzed. Two paths between (1) volunteer issues and behavioral intention and (2) responsiveness and behavioral intention were not significant. The path for predicting a positive relationship between food quality and satisfaction was supported. The results show that having high food quality may create recipient satisfaction. The findings suggest that food quality and responsiveness are significant predictors of positive satisfaction. Moreover, satisfied recipients have positive behavioral intention toward MOW programs.

Satisfação com o atendimento odontológico: estudo qualitativo com mães de crianças atendidas na Universidade Federal de Santa Catarina / Satisfaction with dental care: qualitative study of the mothers of children treated at the Santa Catarina Federal University, Brazil

Esta pesquisa objetivou conhecer a percepção de mães em relação ao atendimento odontológico prestado em clínicas de odontopediatria da Universidade Federal de Santa Catarina (UFSC), bem como sua concepção sobre como seria o dentista "ideal". O método utilizado foi o qualitativo, tipo estudo de caso. A coleta de dados foi feita através de entrevista semi-estruturada e a população estudada constituiu-se de sete mães de crianças atendidas em clínicas de odontopediatria da UFSC. Observou-se que, para as mães entrevistadas, o dentista ideal deveria reunir habilidades afetivas, psicomotoras e cognitivas, tais como: gostar do que faz, ser atencioso e amigável, fornecer informações claras sobre saúde bucal, resolver os problemas bucais do paciente e manter-se atualizado. Os aspectos interpessoais foram fundamentais para a satisfação com o atendimento na universidade, além da capacidade técnica dos alunos e a facilidade para conseguir uma vaga no serviço de odontopediatria. Sugere-se maior entendimento, por parte dos profissionais, dos aspectos que envolvem a relação dentista-paciente, de maneira a associar fatores afetivos aos cognitivos e psicomotores no dia-a dia da prática odontológica.

This survey examines perceptions among mothers of the treatment provided through pediatric dentistry clinic at the Santa Catarina Federal University and their concept of the 'ideal' dentist, using the qualitative (case study) method. Collected through semi-structured interviews with seven mothers of children treated at this pediatric dentistry clinic, the data showed that these mothers felt the 'ideal' dentist should blend affective, psychomotor and cognitive abilities: enjoying his work; being attentive and friendly; providing clear information about oral health; resolving oral problems presented by patients; and keeping up-to-date. Interpersonal aspects were crucial factors for satisfaction with the treatment provided at the University, in addition to the technical skills of the students and easy appointments at the pediatric dentistry clinic. A better understanding of the relationship between dentist and patient is suggested, associating affective factors with cognitive and psychomotor aspects in dental practice routines.

Satisfacción y calidad: análisis de la equivalencia o no de los términos / Satisfaction and quality: analysis of the equivalence or not of the terms

El objetivo del presente artículo es ubicar las mediciones de la calidad percibida, que efectuó el DANE en las encuestas de calidad de vida de 1997 y 2003, en relación con el concepto de satisfacción del paciente. Para el efecto, primero se muestra, en forma breve, qué se entiende por calidad en salud en general y se indica que al hablar de la calidad de la atención médica se remite al problema de la satisfacción. Luego se aborda, con cierto detenimiento, el concepto de satisfacción y se explora la forma de relación entre los dos conceptos, la cual resulta de establecer en qué medida uno de los dos puede representar al otro. Desde esta perspectiva, las mediciones de la calidad se pueden interpretar bien como indicadores de la satisfacción, o como el uso de un método directo para medir esta última. Por último, se presentan las teorías que, de alguna manera, incorporan a la calidad percibida en la determinación de la satisfacción, y se resalta que ésta no constituye la totalidad de la explicación. Se trata de las teorías que ponen de presente el papel de las expectativas y su mayor o menor corroboración mediante las percepciones de los atributos de los productos, la cual es la forma usual de entender la calidad percibida. Se concluye que, si bien la calidad percibida de los cuidados de salud, como indicador, dice algo de los grados de satisfacción que alcanza el paciente, no parece ser, de todos modos, un buen representante, en la medida en que si bien las expectativas son un factor importante en la explicación, y aun si fueran el principal, hay acuerdo en la muy relevante intervención de otros factores.

The purpose of this article is to place perceived quality measurements, carried out by DANE in their Quality of Life surveys of 1997 and 2003, in relation to the concept of patient satisfaction. What is understood as health quality in general is shown briefly first and it is indicated thatwhen quality medical attention is mentioned it is in light of a problem of satisfaction. Then, inmore detail, the concept of satisfaction is considered and the shape of the relationship betweenthe two concepts is explored, resulting from establishing the measure in which one of them can represent the other. From this perspective, quality measurements can be interpreted either as satisfaction indicators or as its direct measurement. Finally, the theories that somehow incorporate perceived quality in the determination of satisfaction are presented indicating that it doesn’tconstitute the totality of the explanation. These are theories that describe the paper played byexpectations and their varying corroboration through the product attribute perception, which is the usual way of understanding perceived quality. It is concluded that although perceived quality of health care as an indicator, says something about the degree of satisfaction reached by the patient, it doesn’t appear anyways, a good representative, as even if the expectations are an important factor in the explanation, and even if they were the principal one, there is agreementabout the very relevant intervention of other factors.

Analysis of the Effect of Dietitians' Work Behavior and Organizational Environment on Quality of Hospital Dietary Services

The purpose of this study was to explore the variables affecting the quality of hospital dietary services. The quality of hospital dietary services was inverstigated in two ways, which can be named by factual quality and perceived quality The variables affecting hospital dietary services were classified into two categories [organizational environment variables] and [work behavior variables]. Quality readiness survey was conducted to investigate [organizational environment variables] and [Work behavior variables] on 225 dietitians working in dietary departments of 45 general hospitals which had more than 400 beds. [organizational environment variables] were categorized into four variable group:'organizational work design', 'organizational culture', 'department head leadership' and 'top management leadership'. [work behavior variables] were categorized into three variable group: 'individual behavior', 'peer group behavior', and 'behavior toward supervisor'. Top management leadership (p< 0.01)' in the [organizational environment variables] had significant impacts on the factual quality of hospital dietary services.