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Publication
A importância da avaliação da qualidade percebida em radiologia e o impacto dos fatores sociodemográficos num hospital público português
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Advisor(s)
Abstract(s)
Contexto: A avaliação da qualidade percebida é uma peça fundamental para a gestão da qualidade em saúde. Este estudo recorre ao SERVQUAL para avaliar a qualidade percebida pelos utentes da radiologia de um hospital público português e o impacto que os fatores sociodemográficos exercem sobre a mesma. A radiologia do hospital não possuía uma avaliação recente da qualidade, nem conhecia o impacto dos fatores sociodemográficos. Também não existem estudos com aplicação do SERVQUAL em radiologia e os resultados de estudos existentes sobre o impacto dos fatores sociodemográficos na qualidade percebida são controversos. Objetivos: Avaliar (1) a qualidade percebida pelos utentes, (2) a relação entre a qualidade percebida e os fatores sociodemográficos dos utentes, (3) a relação entre a qualidade percebida e estado de saúde subjetivo dos utentes e (4) a relação entre a qualidade percebida e a qualidade da informação recebida pelos utentes. Materiais e métodos: Estudo quantitativo e transversal tendo como instrumento de recolha de dados uma versão modificada do SERVQUAL. Resultados: Os resultados obtidos mostraram que os índices da qualidade percebida dos utentes da radiologia são apenas correlacionados com o grau de escolaridade e com a qualidade da informação recebida. Conclusão: Os resultados sugerem que os utentes esperam mais da radiologia, uma vez que as suas perceções da qualidade do serviço não atingem o nível das expetativas. Os resultados sugerem também uma influência positiva significativa da qualidade da informação recebida sobre a qualidade percebida do serviço e uma influencia negativa significativa da escolaridade sobre a qualidade percebida. Os resultados sugerem ainda que monitorizar a qualidade do serviço percebido pelos utentes permitiria não só planear estratégias precisas de intervenção de alta efetividade no departamento de radiologia, como também monitorizar a resposta a essas ações, trazendo deste modo benefícios para a melhoria da qualidade dos cuidados prestados.
Background and Context: Assessment of perceived quality is fundamental for quality management in health care. This study uses SERVQUAL to assess patients’ perceived quality and the impact of social and demographic factors on quality perceptions in a Portuguese Public Hospital Radiology Department. This department did not have a recent quality assessment and had no knowledge of the impact of sociodemographic factors. There are no studies applying SERVQUAL to radiology, and the results of studies on the impact of sociodemographic factors on perceived quality are controversial. Purpose: To assess (1) the patients’ quality perception, (2) the relationship between perceived quality and patients’ sociodemographic factors, (3) the relationship between perceived quality and health status of patients, and (4) the relationship between perceived quality and the quality of the information received by patients. Materials and Methods: Cross-sectional quantitative survey with a data collection instrument based on a modified version of SERVQUAL. Results: The perceived quality of the radiology department is significantly correlated only with patients’ level of education and the quality of the information received. Conclusion: Results suggest that patients expect more from this radiology department. Their expectations are not being met by the perceived level of the service. Results also suggest a significant positive influence of information received on perceived quality of the service and a significant negative influence of education level on perceived quality of the service. Results additionally suggest that monitoring the perceived quality would allow not only for the planning of accurate intervention strategies of high effectiveness in the radiology department, but also for the monitoring of the response of such actions, bringing benefits to the improvement of quality of the healthcare services offered.
Background and Context: Assessment of perceived quality is fundamental for quality management in health care. This study uses SERVQUAL to assess patients’ perceived quality and the impact of social and demographic factors on quality perceptions in a Portuguese Public Hospital Radiology Department. This department did not have a recent quality assessment and had no knowledge of the impact of sociodemographic factors. There are no studies applying SERVQUAL to radiology, and the results of studies on the impact of sociodemographic factors on perceived quality are controversial. Purpose: To assess (1) the patients’ quality perception, (2) the relationship between perceived quality and patients’ sociodemographic factors, (3) the relationship between perceived quality and health status of patients, and (4) the relationship between perceived quality and the quality of the information received by patients. Materials and Methods: Cross-sectional quantitative survey with a data collection instrument based on a modified version of SERVQUAL. Results: The perceived quality of the radiology department is significantly correlated only with patients’ level of education and the quality of the information received. Conclusion: Results suggest that patients expect more from this radiology department. Their expectations are not being met by the perceived level of the service. Results also suggest a significant positive influence of information received on perceived quality of the service and a significant negative influence of education level on perceived quality of the service. Results additionally suggest that monitoring the perceived quality would allow not only for the planning of accurate intervention strategies of high effectiveness in the radiology department, but also for the monitoring of the response of such actions, bringing benefits to the improvement of quality of the healthcare services offered.
Description
Keywords
Qualidade Qualidade percebida Fatores sociodemográficos SERVQUAL Radiologia
Citation
Tinoco, Paulo C.R., Cândido, Carlos J.F., Feliciano, Isabel M.P.L. (2017) A importância da avaliação da qualidade percebida em radiologia e o impacto dos fatores sociodemográficos num hospital público português, Portuguese Journal of Public Health, 35(3), 202-213.
Publisher
Karger Publishers