Quality of the ophthalmological service to outpatients of the public and private healthcare systems / Qualidade do serviço oftalmológico prestado aos pacientes ambulatoriais dos sistemas de saúde público e privado

ABSTRACT Purpose: To compare perceptions of the quality of ophthalmological services offered to outpatients from the public healthcare system to those from the private healthcare system, and to determine which measures are seen as necessary and a priority for improving the quality of care. Methods: This was a prospective observational study on 200 patients, 101 and 99 of whom were from the public and private healthcare systems, respectively. All patients underwent an ophthalmological examination at an ophthalmology hospital in Belo Horizonte, Minas Gerais, Brazil. Personal interviews were conducted using two structured questionnaires adapted from the modified SERVQUAL scale. Results: Overall, patients from the private healthcare system were significantly more dissatisfied than those from the public healthcare system. In both systems, reliability was considered to be the most important determinant of quality, and it presented the highest level of dissatisfaction. Satisfaction with the public healthcare system was significantly greater than that with the private healthcare system in terms of the tangibles, reliability, responsiveness, and assurance determinants of the SERVQUAL scale. Conclusions: Institutions must plan, execute, evaluate, and monitor measures that seek to improve the overall patient satisfaction with the quality of services provided, particularly in the private healthcare system, and special attention must be paid to reliability in both healthcare systems. The identification and monitoring of the quality of healthcare services through the periodic use of the SERVQUAL scale may provide healthcare managers with information so that they can identify, plan, and monitor necessary and priority measures. This could be a key strategy for improving the quality of outpatient health services in the public and private systems.

RESUMO Objetivo: Comparar a percepção da qualidade dos serviços oftalmológicos prestado aos pacientes ambulatoriais do sistema público com a do sistema privado e detectar quais ações são percebidas como necessárias e prioritárias para melhorar a qualidade do atendimento. Métodos: Foi realizado estudo prospectivo observacional de 200 pacientes sendo 101 do sistema público de saúde e 99 do sistema privado submetidos a exame oftalmológico em Hospital Especializado em Oftalmologia (HEO) - Belo Horizonte - MG - Brasil. Realizaram-se entrevistas pessoais, mediante a aplicação de dois questionários estruturados adaptados da escala SERVQUAL modificada. Resultados: No geral, detectou-se que pacientes do sistema de saúde privado, estão significativamente mais insatisfeitos que aqueles do sistema público de saúde. Em ambos os sistemas a confiabilidade foi considerada o determinante de qualidade mais importante e o que apresentou o maior índice de insatisfação. No sistema público a satisfação foi significativamente superior à do sistema privado a nível dos determinantes da escala SERVQUAL: tangibilidade, confiabilidade, atendimento e segurança. Conclusões: A instituição deve planejar, executar, avaliar e monitorar ações que busquem melhorar a satisfação geral dos pacientes com a qualidade do serviço recebido, principalmente do sistema privado, com atenção especial à confiabilidade nos dois sistemas. A identificação e monitorização da qualidade dos serviços de saúde, empregando periodicamente a escala SERVQUAL, poderá fornecer informações à administração dos serviços de saúde para que possam detectar, planejar e monitorizar as ações necessárias e prioritárias, podendo funcionar como chave estratégica para o aprimoramento da qualidade dos serviços de saúde ambulatoriais públicos e privados.

Proceso de alta hospitalaria, revisión de la literatura / The discharge process

Discharge is one of the most important processes that hospitalized patients must endure. This process is complex, requires coordination among several professionals and transfers an overwhelming amount of information to patients. Often, it is limited to the writing of the discharge summary, with a primary emphasis on the drug list. Since the rise of hospitalism in 1996, a greater emphasis has been placed on understanding this process and in developing interventions to make it more effective and safe. In our country, little is known about how this process is taking place. Probably the absence of financial penalties for readmissions has influenced in the lack of study and development of this process. In the USA the knowledge of the discharge process is well advanced, and several strategies have been developed for reducing adverse events, medication errors, and 30-days readmissions. Other interventions have increased patient satisfaction and the degree of knowledge about their conditions. The aim of this paper is to do a comprehensive review of the literature, to provide healthcare teams with various tools that could improve both the discharge process as well as the discharge summary. The final objective is to optimize the safety and satisfaction of our patients and the hospital metrics of quality.