急诊室和紧急护理服务的质量：用户满意度。
Quality of emergency rooms and urgent care services: user satisfaction.
作者信息
Lima Cássio de Almeida, Santos Bruna Tatiane Prates dos, Andrade Dina Luciana Batista, Barbosa Francielle Alves, Costa Fernanda Marques da, Carneiro Jair Almeida
机构信息
Universidade Estadual de Montes Claros, Montes Claros, MG, Brazil.
Faculdade de Saúde Ibituruna, Montes Claros, MG, Brazil.
出版信息
Einstein (Sao Paulo). 2015 Oct-Dec;13(4):587-93. doi: 10.1590/S1679-45082015GS3347. Epub 2015 Aug 25.
OBJECTIVE
To evaluate the quality of emergency rooms and urgent care services according to the satisfaction of their users.
METHODS
A cross-sectional descriptive study with a quantitative approach. The sample comprised 136 users and was drawn at random. Data collection took place between October and November 2012 using a structured questionnaire.
RESULTS
Participants were mostly male (64.7%) aged less than 30 years (55.8%), and the predominant level of education was high school (54.4%). Among the items evaluated, those that were statistically associated with levels of satisfaction with care were waiting time, confidence in the service, model of care, and the reason for seeking care related to acute complaints, cleanliness, and comfortable environment.
CONCLUSION
Accessibility, hospitality, and infrastructure were considered more relevant factors for patient satisfaction than the cure itself.
目的
根据用户满意度评估急诊室和紧急护理服务的质量。
方法
采用定量方法进行横断面描述性研究。样本包括136名用户，通过随机抽取获得。2012年10月至11月期间，使用结构化问卷进行数据收集。
结果
参与者大多为男性（64.7%），年龄小于30岁（55.8%），主要教育水平为高中（54.4%）。在评估的项目中，与护理满意度水平有统计学关联的项目包括等待时间、对服务的信心、护理模式、因急性投诉寻求护理的原因、清洁度和舒适的环境。
结论
对于患者满意度而言，可及性、热情款待和基础设施被认为比治疗本身更重要。
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