An Importance-Performance Analysis of Primary Health Care Services: Managers vs. Patients Perceptions

Miranda, Francisco Javier; Chamorro, Antonio; Murillo, Luis R.; Vega, Juan

doi:10.4236/jssm.2010.32028

Cited by 35 publications

(35 citation statements)

References 19 publications

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“…Basicamente, esta análise considera a percepção dos usuários em relação à importância dos aspectos relevantes de um determinado serviço e do desempenho do estabelecimento que presta o serviço (MIRANDA et al, 2010). A análise de importância e desempenho (Importance-Performance Analysis -IPA) tem sido utilizada como uma ferramenta para avaliar a posição competitiva da empresa no mercado, visando identificar oportunidades de melhoria e para orientar os esforços de planejamento estratégico (GARVER, 2003 A IPA foi originalmente proposta por Martilla e James (1977), como uma ferramenta gráfica simples para promover o desenvolvimento de estratégias de marketing eficazes, baseadas em juízos sobre a importância e o desempenho de cada atributo.…”

Section: Análise De Importância E Desempenhounclassified

Qualidade De Serviços Em Saúde: Uma Avaliação Em Ambulatórios Gerais De Uma Cidade Localizada No Sul Do Brasil.

Beckhauser

Tontini²,

Grisele³

et al. 2018

RES

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ResumoO presente estudo tem como objetivo demostrar como avaliar a qualidade de serviços em saúde pública, e decidir o que melhorar. Para tanto, adotou-se uma metodologia quantitativa quanto à abordagem de pesquisa, levantamento quanto aos procedimentos, e exploratória quanto aos objetivos. A população do estudo foi composta por usuários dos serviços público de saúde, especificamente Ambulatórios Gerais, na cidade de Blumenau/SC. A amostra foi de 355 respondentes. Investigou-se o impacto de oito dimensões na avaliação geral dos usuários sobre os serviços prestados. Utilizando a análise da lacuna de importância -desempenho para identificação de prioridades de melhoria, concluiu-se a seguinte ordem de prioridade de esforços para melhoria dos serviços: 1 -Tempo para atendimento; 2 -Farmácia; 3 -Serviços Disponíveis; 4 -Atendimento; 5 -Comunicação; 6 -Confiança; 7 -Instalações; 8 -Acesso aos ambulatórios. Conclui-se que, embora os usuários do serviço de saúde pública se encontrem satisfeitos, ações podem ser realizadas para que sejam melhorados. Ademais, o presente artigo mostra como a análise de importância x desempenho pode colaborar à decisão de ações de gestão de hospitais. Palavras-chave: Satisfação. Qualidade. Serviços de Saúde Pública. Análise de Importância e Desempenho. AbstractThe present study aims to demonstrate how to evaluate the quality of public health services, and decide what to improve. For that, a quantitative methodology was adopted regarding the research approach, survey on the procedures, and exploratory regarding the objectives. The study population consisted of users of public health services, specifically Ambulatorios Gerais, in the city of Blumenau / SC. The sample consisted of 355 respondents. We investigated the impact of eight dimensions on the general evaluation of users about the services provided. Using analysis of the gap of importance -performance to identify improvement priorities, the following order of priority of efforts to improve services was concluded: 1 -Time to attend; 2 -Pharmacy; 3 -Available Services; 4 -Attendance; 5 -Communication; 6 -Trust; 7 -Installations; 8 -Access to outpatient clinics. We conclude that although public health service users are satisfied, actions can be taken to improve them. In addition, the present article shows how the analysis of importance x performance can contribute to the decision of actions of hospital management.

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Section: Análise De Importância E Desempenhounclassified

Qualidade De Serviços Em Saúde: Uma Avaliação Em Ambulatórios Gerais De Uma Cidade Localizada No Sul Do Brasil.

Beckhauser

Tontini²,

Grisele³

et al. 2018

RES

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“…Setelah dilakukan uji validitas dan reliabilitas dan didapatkan bahwa 13 variabel telah valid dan kuesioner telah dinyatakan reliabel maka analisis dapat dilanjutkan dengan menggunakan metode Importance Performance Analysis (IPA). Teknik analisis IPA telah banyak digunakan untuk menilai kinerja manajemen beberapa sektor (Miranda, et al, 2010;Wade and Eagles, 2003;Wong et al, 2010) …”

Section: Abstrakunclassified

APLIKASI IMPORTANCE PERFORMANCE ANALYSIS UNTUK PERBAIKAN KINERJA PENGELOLAAN PENYEDIAAN AIR MINUM BERKUALITAS (Studi Kasus PDAM Tirta Dharma)

Susanti¹,

Putranto²,

Adiprasetyo³

2017

Preprint

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ABSTRAKTelah dilakukan analisis persepsi konsumen dan manajemen PDAM Tirta Dharma terhadap kualitas air bersih PDAM dan air Sungai Bengkulu. Penelitian ini bertujuan untuk mengetahui persepsi konsumen dan manajemen PDAM terhadap kualitas air PDAM yang air bakunya berasal dari air Sungai Bengkulu dan untuk mengetahui kualitas air PDAM dan air Sungai Bengkulu berdasarkan pemeriksaan laboratorium secara fisika, kimia dan bakteriologi sesuai dengan Permenkes RI No. 416/Menkes/Per/IX/1990 tentang Syarat-Syarat dan Pengawasan Kualitas Air dan Peraturan Daerah Propinsi Bengkulu No. 6 Tahun 2005 tentang Penetapan Baku Mutu Air dan Kelas Air Sungai Lintas Kabupaten/Kota dalam Propinsi Bengkulu. Metode pengumpulan data dengan cara menyebarkan kuisioner kepada konsumen dan manajemen PDAM yang diukur dengan skala likert dan dianalisis dengan metode IPA (Importance Performance Analisis), pengujian sampel air Sungai Bengkulu dan air PDAM. Persepsi konsumen menyatakan bahwa kualitas air PDAM belum baik dengan rata-rata skor 2,28 sedangkan menurut persepsi manajemen PDAM kualitas air PDAM sudah cukup baik dengan nilai rata-rata skor 3,24. Dari hasil analisis IPA, ada 3 faktor yang harus menjadi prioritas utama pihak manajemen yaitu: Air PDAM memiliki air yang jernih, Air PDAM tidak mengandung zat kimia beracun dan setiap keluhan terhadap air PDAM ditanggapi dengan cepat oleh petugas. Berdasarkan pemeriksaan laboratorium secara fisika, kimia dan bakteriologi pada air Sungai Bengkulu ditemukan bahwa jumlah residu terlarut sebesar 1795 mg/l, kadar cadmium (Cd) 0,201 mg/l dan kadar timbal (Pb) sebesar 0,33 mg/l, sedangkan pada sampel air PDAM tidak di temukan timbal. Hasil uji bakteriologi coliform pada air sungai Bengkulu lebih dari 1898.

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“…Second, they can differ in their judgements of the service's performance in relation to these key attributes and outcomes (cf. Miranda et al . 2010).…”

Section: Leadership and Listening: Getting The Balance Rightmentioning

confidence: 99%

Leadership and Listening: The Reception of User Voice in Today's Public Services

Simmons

2011

Soc Policy Adm

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Over the last decade leadership has become a watchword in public service provision, especially in its association with the seemingly ubiquitous 'delivery' agenda. As leadership styles change in response to developments in the contemporary public service environment, it has become imperative for service providers to find ways to listen to service users. However, listening is itself widely recognized as an underdeveloped public sector competency. This article addresses the relationship between leadership and listening. Using findings from recent research, it identifies a 'listening gap' in public services, before pointing to ways in which this gap might be better understood and subsequently narrowed. In doing so, it seeks to present new ideas about the essential balance between 'leadership' and 'listening', and how this can be struck in today's public service environment. First, the nature of the user voice is examined. By talking to service users who have communicated their views in different ways in each of three different services (housing, social care and leisure), the article seeks to understand the nature of users' 'projects' in the expression of their views. These projects are compared with those of public service leaders. Second, the congruence (or incongruence) of these projects is considered through a comparison of the world views of both users and leaders. Finally, aspects of the context are considered in the discussion of the way public service organizations might go about defining the relationship between leadership and listening.

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An Importance-Performance Analysis of Primary Health Care Services: Managers vs. Patients Perceptions

Cited by 35 publications

References 19 publications

Qualidade De Serviços Em Saúde: Uma Avaliação Em Ambulatórios Gerais De Uma Cidade Localizada No Sul Do Brasil.

Qualidade De Serviços Em Saúde: Uma Avaliação Em Ambulatórios Gerais De Uma Cidade Localizada No Sul Do Brasil.

APLIKASI IMPORTANCE PERFORMANCE ANALYSIS UNTUK PERBAIKAN KINERJA PENGELOLAAN PENYEDIAAN AIR MINUM BERKUALITAS (Studi Kasus PDAM Tirta Dharma)

Leadership and Listening: The Reception of User Voice in Today's Public Services

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