Quality as perceived by nursing professionals in an accredited specialized hospital

Abstract

Objective: To identify quality of service in an accredited specialized hospital according to nursing professionals' expectations and perceptions. Method: This is a cross-sectional quantitative study with the participation of 34 employees, conducted from August to October 2017 by administration of an adapted and validated version of the SERVQUAL scale. Results: The interviewees reported as their highest expectations the transmission of confidence and provision of safe services, the latter also turning out to be the best perception of service. Promotional materials were considered as the least important expectation. The perception with the lowest scores was related to the time of service delivery at the institution, which may be associated with specific factors. Safety of service was considered as the quality dimension with greater relevance. Conclusion: It is highlighted the importance of measures for maintenance of schedules and preservation of good forms of promotion, communication and team training.

Health-Literate Healthcare Organizations and Quality of Care in Hospitals: A Cross-Sectional Study Conducted in Tuscany

“…On the one hand, the patient's difficulty in evaluating some of the most important dimensions of a healthcare service, such as physicians' technical competence, leads some authors [26] to consider patients' views as not significant in this sector, since they are mostly based on aspects far from the effectiveness of the care process. Instead, the importance of healthcare workers' perspectives has been confirmed by different studies [27], showing that providers are in a good position to assess the service quality: they are in direct contact with patients and therefore more able to observe the results of the care process [28]. Furthermore, providers should know the organizational dynamics and techniques necessary to support the delivery process.…”

Nursing care with case management: increasing satisfaction of patients with Crohn's disease

“…Pode-se perceber por meio desse resultado a importância da qualidade do serviço para impacto positivo e novas implicações nas práticas de Enfermagem. (15) Cabe ressaltar que o cuidado que a enfermagem desenvolve centrado nas necessidades do paciente está em construção, juntamente com ações diárias vinculadas às instituições hospitalares e intimamente ligado ao atributo comunicação e relações interpessoais. (16) Neste sentido, os pacientes devem receber o tratamento de forma personalizada para que se sintam empoderados e confiem no profissional que lhe assiste, haja vista que, por meio da empatia, as pessoas conseguem experimentar sentimentos do próximo, como se fossem seus.…”

Nurses’ stress and resilience before and after evaluation for hospital accreditation

“…They are classified as: low resilience, score lower than 121; medium resilience, score from 121 to 146; high resilience, score above 147. RE comprises three factors: Factor I -14 items referring to action resolutions and values (described in items 2,6,8,10,12,14,16,18,19,21,23, 24 e 25); Factor II -6 items characterized by independence and determination (described in items 5, 7, 9, 11, 13, and 22); Factor III -5 items characterized by self-confidence and ability to adapt to situations (described in items 3, 4, 15, 17, and 20).…”

“…To this end, health care services explore management strategies to enable sustainability by improving and evaluating services provided (1) . In this context, Accreditation Certifications are gaining ground because they are processes focused on evaluating, monitoring, and certifying institutions that want to qualify (2) .…”