Avaliação da qualidade da assistência de enfermagem e da satisfação do paciente de um hospital de ensino da região Centro-Oeste do Brasil
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Data
2013-04-30
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Universidade Federal de Goiás
Resumo
The evaluation of quality in health has been considered an important management
tool, which attempt to grasp in a complete and comprehensive way the reality of
services, in its different dimensions, providing decision-making at the lowest possible
degree of uncertainty, based on satisfying of the needs of their audience. The aim of
this study was to evaluate the quality of nursing care and patient satisfaction in a
teaching hospital in the Midwest region of Brazil. This is a cross-sectional study,
whose population consisted of 275 patients admitted to the units of clinics: Medical,
Orthopaedic, Plastic Surgery and Tropical. Data collection took place in the period
between 15 November 2012 and 15 January 2013, through the application of three
instruments: the first had questions that sought to obtain the characterization of the
population, and the second, called "Roadmap Interview of Nursing Care for Admitted
Patients", aimed to evaluate the quality of care provided by nursing team in the
patient perspective, and the third, called "Patient Satisfaction Instrument", aimed to
know patients' satisfaction with the nursing care rendered to them. All data were
entered and stored in an electronic database in Microsoft Excel 2010 and analyzed in
terms of positivity and specific statistical tests. During the characterization of the
users, it was found that 61.5% were male, with a median age of 48 years, with most
users interviewed (56%) had ten or more years of study. In evaluating of the quality
of nursing care none item achieved the desired level of nursing care, two were
considered safe and the others classified as poor, indicating a quality deficit in the
actions of these professionals. In the satisfaction evaluation, patients were satisfied
with received nursing care in all evaluated areas. For the technical-professional
domains and confidence more than 60% of responses assigned were five (5),
representing the highest level of satisfaction, while for educational domain these
amounted about 49%. The results of this study served to support the internal
management in planning activities at the institution, and also stimulate the nurses in
regional and national level, monitoring the results, in order to meet the population's
needs and enhance their satisfaction.
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Citação
FREITAS, Juliana Santana de. Avaliação da qualidade da assistência de enfermagem e da satisfação do paciente de um hospital de ensino da região Centro-Oeste do Brasil. 2013. 143 f. Dissertação (Mestrado em Enfermagem) - Universidade Federal de Goiás, Goiânia, 2013.