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Abstract(s)
A qualidade de um serviço é fundamental e inerente ao seu sucesso e competitividade, nomeadamente um serviço de saúde, onde estão em causa valores tão nobres.
A qualidade dos serviços de saúde proporciona a satisfação dos utentes e dos próprios profissionais, pois qualidade e satisfação são dois termos que se cruzam. Por sua vez, a qualidade percebida pelos utentes aumenta a competência de um serviço de saúde.
A satisfação do cliente é um meio para atingir a competitividade de um serviço, conduzindo à lealdade do cliente e a um processo de marketing bastante positivo para o serviço.
Os clientes são uma fonte de informação acerca da qualidade de um serviço, muitas vezes dada pela sua satisfação, assim, é essencial ouvir quem consome o serviço e utilizar os dados recolhidos em prol do sucesso da organização em questão.
Este estudo de investigação tem como propósito primordial compreender se existem diferentes perceções acerca da qualidade de um serviço de saúde, entre quem recebe e presta os serviços, e perceber se este aspeto contribui para a existência de falhas no sistema da qualidade de um serviço.
Com a investigação conclui-se que existem diferentes perceções entre os utentes e profissionais com cargos de gestão, ao passo que, as perceções entre os utentes e os profissionais em prestação direta de cuidado se revelaram semelhantes.
É notória a necessidade do aumento do conhecimento das expetativas, opinião e satisfação dos utentes, chegar até eles.
A existência de diferentes perceções acerca da qualidade e o baixo conhecimento do feedback dos utentes com a receção do serviço revelam-se pressupostos para a existência de gaps no sistema de qualidade.
The quality of service is a fundamental and inherent to its success and competitiveness, including a health service, where values are at stake so noble. The quality of health services provides the satisfaction of users and the professionals themselves, for quality and satisfaction are two terms that intersect. In turn, the quality perceived by users increases the competence of a health service. Customer satisfaction is a means to achieve competitiveness of a service as it relates to customer loyalty and marketing process with a very positive for the service. Customers are a source of information about the quality of a service often provided by your satisfaction, so it is essential to listen to those who consume the service and use the data collected to support the success of the organization in question. This research study has as its primary purpose is to understand there are different perceptions about the quality of a health service, among those who receive and provide services, and see if this aspect contributes to the existence of flaws in the system of quality of service. With the investigation concludes that there are different perceptions between users and professionals with managerial positions, whereas the perceptions between users and professionals in providing direct care proved to be similar. These findings emphasize the need to increase the knowledge of expectations, opinion and customer satisfaction, to reach them. The existence of different perceptions about the quality and knowledge of the soft feedback from users of the receiving service reveal themselves to the existence of gaps in the quality system.
The quality of service is a fundamental and inherent to its success and competitiveness, including a health service, where values are at stake so noble. The quality of health services provides the satisfaction of users and the professionals themselves, for quality and satisfaction are two terms that intersect. In turn, the quality perceived by users increases the competence of a health service. Customer satisfaction is a means to achieve competitiveness of a service as it relates to customer loyalty and marketing process with a very positive for the service. Customers are a source of information about the quality of a service often provided by your satisfaction, so it is essential to listen to those who consume the service and use the data collected to support the success of the organization in question. This research study has as its primary purpose is to understand there are different perceptions about the quality of a health service, among those who receive and provide services, and see if this aspect contributes to the existence of flaws in the system of quality of service. With the investigation concludes that there are different perceptions between users and professionals with managerial positions, whereas the perceptions between users and professionals in providing direct care proved to be similar. These findings emphasize the need to increase the knowledge of expectations, opinion and customer satisfaction, to reach them. The existence of different perceptions about the quality and knowledge of the soft feedback from users of the receiving service reveal themselves to the existence of gaps in the quality system.
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Keywords
Serviços de saúde - Qualidade Serviços de saúde - Satisfação do utente