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Advisor(s)
Abstract(s)
A caraterização do nível de Qualidade percebida e a satisfação dos utentes dos serviços de imagiologia do Hospital das Forças Armadas, do polo de Lisboa e Porto, constituiu-se no objetivo deste trabalho. Desenvolveu-se um estudo quantitativo, transversal, a 308 utentes, militares, militares na reserva/reforma e civis, com recurso a um inquérito por questionário, da versão “Patients’ Perceptions of Quality in Healthcare” validada pelo Fórum Europeu de Pacientes e adaptado para um contexto português de um serviço de imagiologia e de um hospital militar. A análise dos dados através da estatística descritiva, foi utilizada para a caracterização sociodemográfica e avaliação das dimensões da Qualidade, ao nível da estatística inferencial foram utilizados testes não paramétricos, de acordo com o tipo de variáveis em estudo. Constatou-se que dos fatores sociodemográficos considerados, apenas a idade (Rho=0.183; p=0.001) e a situação profissional (p=0.004; sig=0.05) e a situação de utentes (p=0.020; sig=0.05) influenciam os níveis globais de Qualidade percebida dos serviços. Também o grau de satisfação em relação aos serviços prestados apresenta diferenças significativas (p=0.025, sig=0.05) em relação à situação dos utentes. Verificou-se que, a avaliação da Qualidade global e o grau de satisfação apresentam uma correlação forte (Rho=0.674, sig=.0.01). As diferenças observadas na avaliação da Qualidade global entre os serviços não foram estatisticamente significativas (U=9303.5; p=0.052), ao contrário do grau de satisfação em que o Polo de Lisboa apresentou índices superiores (U=9181.0; p=0.030). Concluiu-se que os utentes pretendem ver incrementado um forte investimento nas infraestruturas, embora se encontrem globalmente satisfeitos e com uma perceção muito boa sobre a qualidade dos serviços.
ABSTRACT - The main goal of this study was to assess the perceived quality level and patient satisfaction with the imaging services provided by the Armed Forces Hospital branches in Lisbon and Porto. This quantitative cross-sectional study involved 308 participants, including military personnel, retired military personnel, and civilians. A questionnaire survey based on the 'Patients' Perceptions of Quality in Healthcare' version, validated by the European Patient Forum and adapted to the Portuguese context of an imaging service in a military hospital, was employed. Data analysis, which encompassed descriptive statistics for sociodemographic characterization and the evaluation of quality dimensions, was followed by the use of inferential statistics and non-parametric tests based on the type of variables under investigation. Results revealed that among the considered sociodemographic factors, only age (Rho=0.183; p=0.001), professional status (p=0.004; sig=0.05), and user status (p=0.020; sig=0.05) influenced the overall perceived quality levels of the services. Additionally, a significant difference in the degree of satisfaction with the services provided was observed (p=0.025, sig=0.05) based on user status. Furthermore, a strong correlation (Rho=0.674, sig=0.01) was identified between the assessment of overall quality and the degree of patient satisfaction. Differences observed in the assessment of overall quality between services were not found to be statistically significant (U=9303.5; p=0.052), except in the case of patient satisfaction, where the Lisbon branch received higher scores (U=9181.0; p=0.030). In conclusion, the study indicated that patients express a strong desire for increased investment in infrastructure, even though they remain generally satisfied with a highly positive perception of service quality.
ABSTRACT - The main goal of this study was to assess the perceived quality level and patient satisfaction with the imaging services provided by the Armed Forces Hospital branches in Lisbon and Porto. This quantitative cross-sectional study involved 308 participants, including military personnel, retired military personnel, and civilians. A questionnaire survey based on the 'Patients' Perceptions of Quality in Healthcare' version, validated by the European Patient Forum and adapted to the Portuguese context of an imaging service in a military hospital, was employed. Data analysis, which encompassed descriptive statistics for sociodemographic characterization and the evaluation of quality dimensions, was followed by the use of inferential statistics and non-parametric tests based on the type of variables under investigation. Results revealed that among the considered sociodemographic factors, only age (Rho=0.183; p=0.001), professional status (p=0.004; sig=0.05), and user status (p=0.020; sig=0.05) influenced the overall perceived quality levels of the services. Additionally, a significant difference in the degree of satisfaction with the services provided was observed (p=0.025, sig=0.05) based on user status. Furthermore, a strong correlation (Rho=0.674, sig=0.01) was identified between the assessment of overall quality and the degree of patient satisfaction. Differences observed in the assessment of overall quality between services were not found to be statistically significant (U=9303.5; p=0.052), except in the case of patient satisfaction, where the Lisbon branch received higher scores (U=9181.0; p=0.030). In conclusion, the study indicated that patients express a strong desire for increased investment in infrastructure, even though they remain generally satisfied with a highly positive perception of service quality.
Description
Mestrado em Gestão e Avaliação de Tecnologias em Saúde
Keywords
Qualidade em saúde Qualidade percebida Avaliação da satisfação Serviço de imagilogia Melhoria da qualidade Quality in health care Perceived quality Satisfaction assessment Imaging department Quality improvement Portugal Hosp. Forças Armadas
Citation
Brito CA. Qualidade percebida e satisfação dos utentes dos serviços de imagiologia do Hospital das Forças Armadas [dissertation]. Lisboa: Escola Superior de Tecnologia da Saúde de Lisboa/Instituto Politécnico de Lisboa; Escola Superior de Saúde da Universidade do Algarve; 2023.
Publisher
Instituto Politécnico de Lisboa, Escola Superior de Tecnologia da Saúde de Lisboa