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Abstract(s)
Introdução: Segundo Artur Santos Silva (2014), a saúde dos portugueses alcançou notáveis progressos nas últimas décadas, alavancando o nosso reconhecimento internacional, que constitui uma das marcas mais positivas dos 40 anos do nosso regime democrático. Apesar dos progressos verificados, torna-se evidente a necessidade de definir políticas de melhoria constante no campo da saúde, para que seja possível satisfazer as necessidades dos utentes e dar uma resposta eficaz e eficiente aos novos desafios emergentes na sociedade tais como o envelhecimento populacional (Sousa, 2009).
O presente estudo tem como objetivo conhecer a opinião dos utentes em internamento hospitalar sobre os cuidados que lhes foram prestados.
Métodos: Realizou-se um estudo quantitativo, transversal e analítico envolvendo uma amostra de 2254 utentes. No estudo, de entre 38 organizações com critério de inclusão, participaram 31 hospitais (taxa de participação de 81,6%), independentemente da sua forma de agrupamento. Foram selecionados, aleatoriamente, 4 a 6 serviços médico-cirúrgicos de cada hospital.
O questionário utilizado foi o Core Patient Survey, que se destina a avaliar a perspetiva do utente sobre os cuidados que lhe foram recentemente prestados e que é uma adaptação do Hospital Consumer Assessment of Health Care Providers and Systems Survey (H-CAHPS) para o projecto RN4CAST.
Este instrumento possui 24 perguntas, é um questionário padronizado de autorresposta que tem como objetivo medir vários aspetos da satisfação dos utentes durante o seu período de internamento.
Resultados: As dimensões que obtiveram resultados mais satisfatórios são as relacionadas com os profissionais de saúde. Sendo que o resultado com a experiência global com o serviço é de 8,5 pontos em 10 possíveis. Salienta-se que todas as avaliações foram positivas.
Conclusões: A amostra analisada permite constatar a existência de um elevado nível de satisfação dos utentes com os serviços de saúde.
Introduction: According to Artur Santos Silva (2014), the health of the Portuguese achieved remarkable progress in recent decades, leveraging our international recognition, which is one of the most positive marks 40 years of our democracy. Despite progress, it is clear the need to define continuous improvement policies in the health field, so that you can meet the needs of users and provide an effective and efficient response to new emerging challenges in society such as population aging ( Sousa, 2009). This study aimed to know the opinion of users in hospital on the care provided to them. Methods: We conducted a quantitative, cross-sectional analytical study involving a sample of 2254 users. In the study, among 38 organizations with inclusion criteria, participated in 31 hospitals (81.6% participation rate), regardless of their form of grouping. They were selected randomly 4-6 medical and surgical services in each hospital. The questionnaire used was the Core Patient Survey, which is designed to evaluate the perspective of the user on the care that you have recently been provided and which is an adaptation of the Hospital Consumer Assessment of Health Care Providers and Systems Survey (H-CAHPS) for the project RN4CAST. This instrument has 24 questions, is a standardized auto-response questionnaire that aims to measure various aspects of user satisfaction during their hospital stay. Results: The dimensions that obtained more satisfactory results are related to health professionals. And the result with the overall experience with the service is 8.5 points from 10 possible. Please note that all reviews were positive. Conclusions: The sample allows us to verify the existence of a high level of user satisfaction with health services.
Introduction: According to Artur Santos Silva (2014), the health of the Portuguese achieved remarkable progress in recent decades, leveraging our international recognition, which is one of the most positive marks 40 years of our democracy. Despite progress, it is clear the need to define continuous improvement policies in the health field, so that you can meet the needs of users and provide an effective and efficient response to new emerging challenges in society such as population aging ( Sousa, 2009). This study aimed to know the opinion of users in hospital on the care provided to them. Methods: We conducted a quantitative, cross-sectional analytical study involving a sample of 2254 users. In the study, among 38 organizations with inclusion criteria, participated in 31 hospitals (81.6% participation rate), regardless of their form of grouping. They were selected randomly 4-6 medical and surgical services in each hospital. The questionnaire used was the Core Patient Survey, which is designed to evaluate the perspective of the user on the care that you have recently been provided and which is an adaptation of the Hospital Consumer Assessment of Health Care Providers and Systems Survey (H-CAHPS) for the project RN4CAST. This instrument has 24 questions, is a standardized auto-response questionnaire that aims to measure various aspects of user satisfaction during their hospital stay. Results: The dimensions that obtained more satisfactory results are related to health professionals. And the result with the overall experience with the service is 8.5 points from 10 possible. Please note that all reviews were positive. Conclusions: The sample allows us to verify the existence of a high level of user satisfaction with health services.
Description
Keywords
Qualidade em saúde Satisfação do utente Cuidados prestados Quality in health User satisfaction Provided care