Quality of emergency rooms and urgent care services: user satisfaction / Qualidade dos prontos-socorros e prontos-atendimentos: a satisfação dos usuários
Einstein (Säo Paulo)
;
13(4): 587-593, Oct.-Dec. 2015. tab
Article
in Portuguese
| LILACS
| ID: lil-770490
ABSTRACT
Objective To evaluate the quality of emergency rooms and urgent care services according to the satisfaction of their users. Methods A cross-sectional descriptive study with a quantitative approach. The sample comprised 136 users and was drawn at random. Data collection took place between October and November 2012 using a structured questionnaire. Results Participants were mostly male (64.7%) aged less than 30 years (55.8%), and the predominant level of education was high school (54.4%). Among the items evaluated, those that were statistically associated with levels of satisfaction with care were waiting time, confidence in the service, model of care, and the reason for seeking care related to acute complaints, cleanliness, and comfortable environment. Conclusion Accessibility, hospitality, and infrastructure were considered more relevant factors for patient satisfaction than the cure itself.
RESUMO
Objetivo Avaliar a qualidade dos prontos-socorros e prontos atendimentos, de acordo com a satisfação dos usuários desses serviços. Métodos Estudo descritivo transversal com abordagem quantitativa. A amostra foi constituída aleatoriamente por 136 usuários. A coleta de dados ocorreu no período de outubro e novembro de 2012 por meio de questionário estruturado. Resultados Os participantes eram na maioria do sexo masculino (64,7%), com idade inferior aos 30 anos (55,8%) e a escolaridade predominante foi o ensino médio (54,4%). Entre os itens avaliados, os que se associaram estatisticamente com os níveis de satisfação com o atendimento foram tempo de espera, confiança do serviço, modelo do atendimento e motivo da procura do atendimento relacionado à queixa aguda, limpeza e conforto do ambiente. Conclusão A acessibilidade, o acolhimento e a infraestrutura foram fatores considerados mais relevantes para a satisfação do paciente do que a cura propriamente dita.
Full text:
Available
Index:
LILACS (Americas)
Main subject:
Quality Assurance, Health Care
/
Quality of Health Care
/
Patient Satisfaction
/
Emergency Service, Hospital
/
Ambulatory Care
Type of study:
Controlled clinical trial
/
Diagnostic study
/
Evaluation studies
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Observational study
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Prevalence study
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Prognostic study
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Qualitative research
/
Risk factors
Limits:
Adult
/
Female
/
Humans
/
Male
Language:
Portuguese
Journal:
Einstein (Säo Paulo)
Journal subject:
Medicine
Year:
2015
Type:
Article
Affiliation country:
Brazil
Institution/Affiliation country:
Universidade Estadual de Montes Claros/BR
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