Keywords
Patient Satisfaction
Total Quality Management
Health Evaluation
Quality Indicators in Health Care
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Abstract
Objective: To evaluate the quality of health in the Surgical Block in a hospital. Methods: Exploratory, descriptive research with a quantitative approach conducted with 201 hospitalized surgical patients. The service performance instrument was used to evaluate the dimensions of quality, in addition to the degree of patient satisfaction with the service. The statistical analysis was performed by calculating the prevalence ratios and for a more detailed analysis the Quartiles Analysis was used. Results: The level of general satisfaction of the patients was 8.95% (n=18) reported that they are satisfied and 2.48% (n=5) evaluated in a neutral way. Only 0.49% (n=1) were dissatisfied and 58.20% (n=117) were totally satisfied. Regarding the quality dimensions, reliability presented the main priorities to be analyzed, related to the provision of services within the promised time (5.64) and at the scheduled time (5.70), and the interest in solving patients' problems (6.34). In relation to care, the ability of employees to respond promptly to patient requests (6,20), willingness of employees to help patients (6,33) and in relation to employees to immediately attend to their patients (6,24). Conclusion: It is noteworthy that the service has a good perception of quality by patients and that the notes of critical priorities will contribute to the improvement of the operating room.
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