[Identification of patients' needs and expectations in a cataract clinic connected with a university public hospital].
OBJECTIVE
To identify patients' needs and expectations in a cataract clinic connected with a university public hospital--Cataract Institute--Department of Ophthalmology--Paulista School of Medicine (UNIFESP).


METHODS
A descriptive transverse study was carried out with the patients enrolled in the clinic, distributed in two groups: those who were operated on and those who were not. Patients were approached in two stages: 1) conduct the study in four focus groups to identify the patients' most valued attributes (qualitative study); 2) a questionnaire was designed based on the main attributes and was submitted to a sample of patients (quantitative study).


RESULTS
The patients' main expectations are related to: 1) the treatment results; 2) more comfortable waiting facilities; 3) be treated with respect by all the caregivers; and 4) the technological devices used in their treatments. The highest rates of satisfaction were the information material, physician care, and medical devices; the lowest rates of satisfaction were telephone service, physical environment, queue arrangements, and making contact.


CONCLUSIONS
The evaluation of the services as well as the institution's public image is positive. The main reasons for choosing the clinic are related to economic and financial aspects and the majority of the patients would use the services again and would also recommend the clinic to other people.
Silveira
José Agenor Mei
JA
Departamento de Oftalmologia, Universidade Federal de São Paulo, São Paulo, SP. silveiramaral@uol.com.br
Hayashi
Luciana
L
Scarpi
Marinho Jorge
MJ
D001291:Attitude of Health Personnel; D001938:Brazil; D002387:Cataract Extraction / Q000523:psychology / Q000706:statistics & numerical data*; D003430:Cross-Sectional Studies; D017144:Focus Groups; D006779:Hospitals, Public; D006785:Hospitals, University; D006801:Humans; D010043:Outcome and Process Assessment, Health Care; D010044:Outpatient Clinics, Hospital / Q000458:organization & administration* / Q000592:standards; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011795:Surveys and Questionnaires