| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 2.96 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
A qualidade da prestação nos serviços de saúde é atualmente entendida como uma necessidade intrínseca aos próprios serviços, pois estes existem para servir os utentes. Num serviço de Análises Clínicas a avaliação da qualidade feita pelo utente relaciona-se especialmente com os eventos que compõe o procedimento da colheita de produtos biológicos, uma vez que é o momento onde há uma relação mais estreita com o serviço e os seus profissionais, permitindo formar a sua perceção da qualidade do serviço. Este trabalho de investigação consiste num estudo quantitativo, transversal, exploratório e descritivo, que tem como objetivo geral avaliar a qualidade percebida pelos utentes que se deslocam ao serviço de Análises Clínicas nos centros de saúde do ACES Central, com base num modelo SERVPERF traduzido e adaptado. O questionário foi aplicado a 113 utentes. Os dados recolhidos foram alvo de análise estatística, nomeadamente: cálculo de indicadores descritivos, determinação da consistência interna do instrumento, teste de Mann-Whitney, coeficiente de correlação Ró Spearman, coeficiente de associação Phi e teste One-Way Anova. Os resultados mostram que existem correlações positivas entre a idade e as variáveis em estudo mas também correlações negativas entre o grau de escolaridade e as mesmas variáveis. Existem também associações estatisticamente significativas com o estado civil e a situação profissional. Quanto às hipóteses em estudo,constatou-se que as dimensões fiabilidade, segurança e empatia interagem positivamente na satisfação com os serviços prestados e que a fiabilidade, segurança e empatia interagem na qualidade global dos serviços prestados, o que não se verifica com a tangibilidade e a capacidade de resposta. Este estudo visa obter informação útil para a implementação de melhorias na prestação do serviço de Análises Clínicas nos centros de saúde.
ABSTRACT - The quality of provision in health services is now understood as an intrinsic need, as they exist to serve users. A Clinical Analysis service quality assessment made by the user has to do especially with the events that make up the harvest procedure of organic products, since this is the time where there is a closer relationship with the service and its professionals, allowing to form a perception of service quality. This research consists of a quantitative study, cross-sectional, exploratory and descriptive, which has the overall objective to evaluate the quality perceived by users moving to the Clinical Analysis Service in the ACES Central’s health centers, based on a translated and adapted SERVPERF model. The questionnaire was administered to 113 users. The data collected were targeted statistical analysis, namely: calculation of descriptive indicators, determination of the instrument's internal consistency, Mann-Whitney test, Spearman’s rank correlation coefficient, Phi’s association coefficient and One-Way ANOVA test. The results show that there are positive correlations between age and variables in the study but also negative correlations between education level and the same variables. There are also statistically significant associations with marital status and professional status. As for the hypothesis under study, it was found that the dimensions reliability, security and empathy interact positively in the satisfaction with the services provided and the reliability, security and empathy interact in the overall quality of services provided, which is not the case with the tangibility and responsiveness. This study aims to obtain information useful for the implementation of improvements in the provision of Clinical Analysis service in health centers.
ABSTRACT - The quality of provision in health services is now understood as an intrinsic need, as they exist to serve users. A Clinical Analysis service quality assessment made by the user has to do especially with the events that make up the harvest procedure of organic products, since this is the time where there is a closer relationship with the service and its professionals, allowing to form a perception of service quality. This research consists of a quantitative study, cross-sectional, exploratory and descriptive, which has the overall objective to evaluate the quality perceived by users moving to the Clinical Analysis Service in the ACES Central’s health centers, based on a translated and adapted SERVPERF model. The questionnaire was administered to 113 users. The data collected were targeted statistical analysis, namely: calculation of descriptive indicators, determination of the instrument's internal consistency, Mann-Whitney test, Spearman’s rank correlation coefficient, Phi’s association coefficient and One-Way ANOVA test. The results show that there are positive correlations between age and variables in the study but also negative correlations between education level and the same variables. There are also statistically significant associations with marital status and professional status. As for the hypothesis under study, it was found that the dimensions reliability, security and empathy interact positively in the satisfaction with the services provided and the reliability, security and empathy interact in the overall quality of services provided, which is not the case with the tangibility and responsiveness. This study aims to obtain information useful for the implementation of improvements in the provision of Clinical Analysis service in health centers.
Description
Mestrado em Gestão e Avaliação de Tecnologias em Saúde
Keywords
Análises clínicas Qualidade em saúde Cuidados de saúde primários Centro de saúde Qualidade percebida SERVPERF Clinical analysis Quality in health care Primary health care Health center Perceived quality Portugal Região do Algarve
Pedagogical Context
Citation
Matias JI. Avaliação da qualidade percebida pelos utentes nos cuidados de saúde primários em análises clínicas: um estudo nos centros de saúde do ACES Central – Algarve [Dissertation]. Lisboa: Escola Superior de Tecnologia da Saúde de Lisboa/Instituto Politécnico de Lisboa; 2017.
Publisher
Instituto Politécnico de Lisboa, Escola Superior de Tecnologia da Saúde de Lisboa