Escala de Qualidade de Serviços de Saúde / Escola Paulista de Medicina (EQSS/EPM) applied to the maternity of a university hospital
DOI:
https://doi.org/10.33448/rsd-v12i14.44711Keywords:
Patient satisfaction; Quality assurance, health care; Maternity hospitals; Primary health care; Integrality in health.Abstract
Considering the importance of scientific knowledge as a basis for improvement, the gynecology and obstetrics service of Hospital das Clínicas Samuel Libânio considered it necessary to evaluate its health services to seek improvements for its users. For this, the Escala da Qualidade de Serviços de Saúde/Escola Paulista de Medicina (EQSS/EPM) was used, a validated instrument, translated into Portuguese and adapted to the social and cultural context of Brazil. The questionnaire was applied to 50 postpartum women who met the inclusion criteria. The instrument contains 73 statements rated from 1 to 7 that range from “completely disagree” to “completely agree”. The average cutoff considered satisfactory was established at 80%. The questions are divided into items relating to the quality of services offered; user satisfaction; the quality of interpersonal relationships; technical and environmental quality, among others. Out of the 16 groups of items, the one that received the highest score was the one related to “qualification”. The group with the lowest score was the group referring to “relationship”. Therefore, from the perspective of the proposed methodology, the HCSL maternity service received high ratings from its users in all survey questions, except for the relationship between the service team and its users. These data corroborate trends often observed in health services, which increasingly value technical and scientific advances, to the detriment of valuing human relationships and care for the person, and not just the disease.
References
Bleicher, L., & Bleicher, T. Esse tal de SUS. Saúde para todos, já. 15-40.
Caprara, A. e F. & Silva, A. L. (1999). A Relação paciente-médico: para uma humanização da prática médica. Cadernos de Saúde Pública. 15 (3), 647-54. https://doi.org/10.1590/S0102-311X1999000300023. ISSN 1678-4464. https://doi.org/10.1590/S0102-311X1999000300023.
Constituição da República Federativa do Brasil de 1988. (1998). Brasília.
Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A Hierarchical Model of Health Service Quality. J Serv Res, 10 (2), 123-142.
Estrela, C. (2018). Metodologia Científica: Ciência, Ensino, Pesquisa. Editora Artes Médicas.
Federação Brasileira de Hospitais (2023): Indicadores de saúde. http://institucional.fbh.com.br/category/indicadores-de-saude/.
Freitas, F. G., Viana, M. L., Medeiros, A. M. de B., & Oliveira, R. C. (2022). Relação médico-paciente: a importância de um atendimento humanizado. Brazilian Journal of Health Review. 5 (6), 25301–25310. https://doi.org/10.34119/bjhrv5n6-268
Gomes, A. M. de A., et al. (2012). Relação médico-paciente: entre o desejável e o possível na atenção primária à saúde. Physis: Revista de Saúde Coletiva. 22 (3), 1101-1119. https://doi.org/10.1590/S0103-73312012000300014
Hospital Das Clínicas Samuel Libânio. Desapropriação do Campo da Lema e ampliação do Hospital Samuel Libânio são temas de reunião. http://www.hcsl.edu.br/Noticias_Intranet/0000004548.asp
Hospital Das Clínicas Samuel Libânio. Quem somos. http://www.hcsl.edu.br/menu/quemsomos.asp
Machado, F. de A., Venturini, R. R., Manzan, A. L. A., & Silva, G. R. (2015). Relação do paciente com o serviço em Unidades Básicas de Saúde sob a óptica dos médicos e dos pacientes. Revista Brasileira De Medicina De Família E Comunidade. 10 (37), 1–11. https://doi.org/10.5712/rbmfc10(37)773
Ministério da Saúde. Sistema Único de Saúde. https://www.gov.br/saude/pt-br/assuntos/saude-de-a-a-z/s/sus#:~:text=Integralidade%3A%20este%20princ%C3%ADpio%20considera%20as,o%20tratamento%20e%20a%20reabilita%C3%A7%C3%A3o.
Napoleão, B. A. (2016). Escala de Qualidade de Serviços de Saúde aplicada a pacientes do serviço de ginecologia oncológica em hospital universitário. Trabalho Final do Mestrado Profissional, apresentado à Universidade do Vale do Sapucaí, para obtenção do título de Mestre em Ciências aplicadas à saúde.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual model of service quality and its implications for future-research. J Market. 49: 41-50.
Portela, G. Z. (2017). Atenção Primária à Saúde: um ensaio sobre conceitos aplicados aos estudos nacionais. Physis: Revista de Saúde Coletiva. 27 (2), 255-276. https://doi.org/10.1590/S0103-73312017000200005. ISSN 1809-4481.
Rocha, L., Veiga, D., Oliveira, P. R., et al. (2013). Health service quality scale: Brazilian Portuguese translation, reliability and validity. BMC Health Serv Res. 13, 24. https://doi.org/10.1186/1472-6963-13-24
Romley, J. A., & Goldman, D. (2010). How costly is hospital quality? A revealed-preference approach. http://wwwbcf.usc.edu/~romley/How_Costly_Is_Hospital_Quality_Oct_2010.pdf
Salmeron, S. R. F., et al. (2021). Aplicação do método clínico centrado na pessoa (MCCP) na abordagem de crise conversiva em adolescente residente em Sinop-MT: relato de caso. Brazilian Journal of Health Review. 4 (3), 10270–10278. https://doi.org/10.34119/bjhrv4n3-054
Santos, N. S. (2004). Tese apresentada no Curso de Pós-graduação em Engenharia de Produção e Sistemas, Universidade Federal de Santa Catarina – UFSC. Componentes e atributos que configuram a qualidade na relação médico-paciente.
Seleghim, M. R. (2010). Avaliação de usuários sobre a qualidade dos serviços de um pronto socorro. Rev Rene. 11 (3), 122-131.
Silva, K. (2015). Gestão da qualidade total nos serviços de saúde: modelo gerencial em desenvolvimento. Gestão e Saúde. 6 (1), 617-632.
Sofaer, S., & Firminger, K. (2005). Patient perceptions of the quality of health services. Annu Rev Publ Health. 26*, 513-559. https://doi.org/10.1146/annurev.publhealth.25.050503.153958
Trindade, T. G., & Batista, S. R. (2016). Medicina de Família e Comunidade: agora mais do que nunca!. Ciência & Saúde Coletiva. 21 (09), 2667-2669. https://doi.org/10.1590/1413-81232015219.18862016
Ware, J. E., Snyder, M. K., Wright, W. R., & Davies, A. R. (1983). Defining and measuring patient satisfaction with medical care.. Eval Program Plann. 6, 247-263. https://doi.org/10.1016/0149-7189(83)90005-8
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Gabriel Magalhães Francisco; Silvania de Cássia Archangelo; Antônio Marcos Coldibelli Francisco
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
1) Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
2) Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
3) Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
