Aplicabilidade dos resultados da pesquisa de satisfação dos usuários pela Enfermagem

Abstract

Objective: To analyze the use of the results of a user satisfaction survey by head nurses in inpatient units. Methods: A descriptive exploratory study conducted at a university hospital. The research tool was a form administered to 14 nurses using interviews. Transcribed testimonies were submitted to content analysis. Results: Four categories emerged: communication as a means of transmitting information to the nursing team; the contribution of the user satisfaction survey to health care; changes implemented in the units based on survey results; and the influence of the satisfaction survey on the evaluation of nursing team performance. Conclusion: The information obtained through satisfaction surveys provided an overview of the performance of the nursing service and can assist managers in making decisions. It also serves as a source of information for the assessment of individual employee performance and quality of care indicators. ResumoObjetivo: Analisar a utilização de resultados da pesquisa de satisfação dos usuários pelas chefias de Enfermagem das unidades de internação. Métodos: Pesquisa exploratória, descritiva, realizada em hospital universitário. O instrumento de pesquisa foi um formulário aplicado por entrevista com 14 enfermeiras. Os depoimentos transcritos foram submetidos à análise de conteúdo. Resultados: Emergiram quatro categorias: a comunicação como forma de transmissão das informações para a equipe de Enfermagem; a contribuição da pesquisa de satisfação do usuário para o atendimento em saúde; mudanças implementadas nas unidades a partir dos resultados da pesquisa; e a influência da pesquisa de satisfação na avaliação de desempenho da equipe de Enfermagem. Conclusão: As informações obtidas pela pesquisa de satisfação fornecem um panorama da performance do serviço e podem auxiliar gestores na tomada de decisões. Servem ainda como fonte de informação para a avaliação do desempenho individual dos funcionários e indicadores de qualidade da assistência.

Avaliação da satisfação dos usuários atendidos por serviço pré-hospitalar móvel de urgência

“…The satisfaction of the user can be conceptualized as a relation between the expectations and perceptions of the user about the care received by a health service, which demonstrates the cognitive and affective evaluation of that according to previous experience 1 .…”

“…The satisfaction of the users is a way of evaluating the quality of service and care, whose information can be used to analyze the structure offered, the processes performed and the results achieved 1 .…”

A satisfação dos pacientes segundo a forma de internação em hospital universitário

“…These results were similar to a research that used the same data collection method (by telephone), indicating that, in 68.6% of the interviews, the patient answered, without any statistically significant difference between the companions and the patients' satisfaction. (15) The hospitalization period was shorter for the admission group (9.8 days) than for the emergency group (17.8 days). The hospitalization period of the users forwarded by the emergency service was similar to the mean 18 days of hospitalization at a surgical inpatient service of a teaching hospital in Ancara, Turkey.…”

“…The health needs of elderly people are complex and need to be known and addressed in the health services. (15) These are users who truly need hospitalization through the emergency sector as, from the management perspective, there is a clear weakness in the health system to prevent elderly people's diseases. The only support the elderly at the emergency service received from the primary care network was medication distribution; other services, such as home visits, consultations with the health team and groups were not offered.…”

“…This was actually evidenced in the admission group's satisfaction results, with lower mean satisfaction rates than in the emergency group. (15,16) In 71.1% of the cases, the patients themselves answered the research tool. These results were similar to a research that used the same data collection method (by telephone), indicating that, in 68.6% of the interviews, the patient answered, without any statistically significant difference between the companions and the patients' satisfaction.…”