Quality evaluation under the perception of satisfaction of the users of different age groups in a  Public Hospital in Natal - Brazil

Cabral, Eric Lucas dos Santos; Castro, Wilkson Ricardo Silva; Pedrosa, Felipe Martins; Costa Junior, João Florêncio da; Florentino, Davidson Rogério de Medeiros; Souza, Ricardo Pires de; Hékis, Hélio Roberto; Rêgo, Amália Cinthia Meneses; Araújo Filho, Irami

Quality evaluation under the perception of satisfaction of the users of different age groups in a Public Hospital in Natal - Brazil

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dc.contributor.author	Cabral, Eric Lucas dos Santos
dc.contributor.author	Castro, Wilkson Ricardo Silva
dc.contributor.author	Pedrosa, Felipe Martins
dc.contributor.author	Costa Junior, João Florêncio da
dc.contributor.author	Florentino, Davidson Rogério de Medeiros
dc.contributor.author	Souza, Ricardo Pires de
dc.contributor.author	Hékis, Hélio Roberto
dc.contributor.author	Rêgo, Amália Cinthia Meneses
dc.contributor.author	Araújo Filho, Irami
dc.date.accessioned	2020-07-20T20:13:03Z
dc.date.available	2020-07-20T20:13:03Z
dc.date.issued	2018-09
dc.description.resumo	The present article endeavors to describe the levels of satisfaction of users of medical services at the University Hospital Onofre Lopes (UHOL) in different age groups and to study the association between users' satisfaction and the different types of services provided by this public health institution. The study is based on the Annual Satisfaction Survey conducted by the UHOL Ombudsman's office, which evaluates this information for health policy subsidy in this hospital. A total of 4,290 users were consulted between 2015 and 2017 divided into three age groups: adolescents, adults and the elderly. The dependent variable was patient satisfaction after medical consultation at the hospital, evaluated on a four-level Likert scale. The independent variables were Gender of respondents (G); Comfort at the reception hall (CRH); Hygiene, cleanliness and organization of the hospital (HCO); Comfort of facilities at the medical care area (CFMC); Reception Service (RS); Health team attendance (HTA); Attendance waiting time (AWT); Education Level (EL), Age (A) and Evaluation of General Satisfaction on Hospital Services (GS). The multiple linear regression and logistic regression analysis was completed, respectively, for the data in general and separately for each age bracket. Very few participants declared to be dissatisfied or very dissatisfied (4%). In the crude model, general satisfaction was associated with CRH and HCO in the adolescent group, CFMC and RS in the CRH, HCO, RS and HTA groups in the elderly group. Adolescents showed greater dissatisfaction with hospital services because they presented specific demands concomitant with their age group	pt_BR
dc.identifier.citation	CABRAL, E. L. S.; CASTRO, W. R. S.; PEDROSA, F. M.; COSTA JUNIOR, J. F.; FLORENTINO, D. R. M.; SOUZA, R.P. ; HÉKIS, H. R.; REGO, A. C. M.; ARAUJO FILHO, I.. Quality evaluation under the perception of satisfaction of the users of different age groups in a Public Hospital in Natal - Brazil. European Journal of Scientific Research, v. 150, p. 10-20, 2018. Disponível em: https://www.europeanjournalofscientificresearch.com/issues/PDF/EJSR_150_2_05.pdf. Acesso em: 16 jul. 2020.	pt_BR
dc.identifier.issn	1450-216X
dc.identifier.issn	1450-202X
dc.identifier.uri	https://repositorio.ufrn.br/jspui/handle/123456789/29680
dc.language	en	pt_BR
dc.publisher	Scientific Research Platform (SRP) - Seychelles	pt_BR
dc.subject	Patient satisfaction	pt_BR
dc.subject	Health services evaluation	pt_BR
dc.subject	Quality of health care	pt_BR
dc.subject	Health care research	pt_BR
dc.subject	Health services research	pt_BR
dc.subject	Quality improvement	pt_BR
dc.title	Quality evaluation under the perception of satisfaction of the users of different age groups in a Public Hospital in Natal - Brazil	pt_BR
dc.type	article	pt_BR