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Abstract(s)
São conhecidas as razões históricas para a presença de entidades do setor social, sem fins lucrativos, na prestação de cuidados de saúde, situação que se manteve após a criação do Serviço Nacional de Saúde, que veio na fase inicial a nacionalizar a quase totalidade dos hospitais pertencentes a essas instituições, na sua maioria Santas Casas da Misericórdia. Hoje, num contexto em que se fala na devolução destes hospitais aos seus proprietários, dada a recessão económica e necessidade de redução da despesa do Estado, torna-se relevante a análise desta problemática. Assim, o presente estudo visa estudar a presença do setor social na prestação de cuidados de saúde na região centro, nos domínios do regime Convencionado, da Rede Nacional de Cuidados Continuados Integrados e do Sistema Integrado de Gestão de Lista de Espera Cirúrgicas. De forma a aprofundar o entendimento desta realidade, optou-se por estudar uma Instituição Particular de Solidariedade Social que recebeu o seu hospital em 1990, tendo-se para tal recolhido dados e testemunhos dos principais intervenientes.
Concluiu-se que existem também razões económicas para a evidenciada retoma crescente da presença das entidades do setor não lucrativo na prestação de cuidados de saúde. Tal situação tem vindo a contribuir para a melhoria do acesso e equidade dos cuidados à população, conseguindo-o, em muitos casos, fazer com menores custos para o erário público.
The satisfaction of users gives the perception of the quality of the services that were provided, thereby increasing the competence of health services. Institutions with satisfied users are more productive and competitive, thus promoting the user's loyalty. The waiting time in health services appears to be an important factor in determining the user’s satisfaction, hence it is important that these institutions adopt measures enabling to reduce the sensation of waiting on users. In this sense, the research conducted is intended to contribute to the knowledge of the influence of the waiting time in the final satisfaction of users, as well as the factors that will influence the waiting, namely expectations and perception of waiting. With this study we also aim to know whether user’s satisfaction influences not only the intention of returning/recommending the service to friends or family members but also the perception of quality. For this purpose a questionnaire was applied to 146 users, of which 70 are from the Outpatient Consultation and 76 of the Emergency Service, of the Unidade Local de Saúde da Guarda (ULS), Hospital Sousa Martins (HSM), EPE. From the results obtained, it was possible to verify that expectations influence the final satisfaction of users, as well as the perception of the waiting time, which includes information received with regard to the waiting time, availability of utilities while waiting, existence of distractions in the waiting room, comfortable or uncomfortable waiting and appropriateness of the waiting time. We also conclude that the final satisfaction of users influences the intention of returning/recommending the service to friends or family members and the perception of quality.
The satisfaction of users gives the perception of the quality of the services that were provided, thereby increasing the competence of health services. Institutions with satisfied users are more productive and competitive, thus promoting the user's loyalty. The waiting time in health services appears to be an important factor in determining the user’s satisfaction, hence it is important that these institutions adopt measures enabling to reduce the sensation of waiting on users. In this sense, the research conducted is intended to contribute to the knowledge of the influence of the waiting time in the final satisfaction of users, as well as the factors that will influence the waiting, namely expectations and perception of waiting. With this study we also aim to know whether user’s satisfaction influences not only the intention of returning/recommending the service to friends or family members but also the perception of quality. For this purpose a questionnaire was applied to 146 users, of which 70 are from the Outpatient Consultation and 76 of the Emergency Service, of the Unidade Local de Saúde da Guarda (ULS), Hospital Sousa Martins (HSM), EPE. From the results obtained, it was possible to verify that expectations influence the final satisfaction of users, as well as the perception of the waiting time, which includes information received with regard to the waiting time, availability of utilities while waiting, existence of distractions in the waiting room, comfortable or uncomfortable waiting and appropriateness of the waiting time. We also conclude that the final satisfaction of users influences the intention of returning/recommending the service to friends or family members and the perception of quality.
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Keywords
Consulta externa - Tempo de espera