title: [Patient satisfaction in a laboratory test collection unit].
abstract: This exploratory descriptive study aimed at identifying customer satisfaction attributes in the field of laboratory tests. Data were collected in 2006, using 104 interviews in a laboratorial unit inside a teaching hospital, using the critical incident technique, and submitted to content analysis. Three attribute categories were identified: time spent in waiting for care, interpersonal contact, and technical skills. These results subsidize the assessment of the current satisfaction survey tool, and point to its reformulation. They also allow the identification of improvement needs in customer attention, and provide elements to be taken into account in personnel selection, training programs, personnel performance assessment.
authors.affiliation: Departamento de Assistência e Orientação Profissional, Escola de Enfermagem, Universidade Federal do Rio Grande do Sul. giselasm@terra.com.br
authors.forename: Gisela Maria Schebella Souto
authors.initials: GM
authors.lastname: de Moura
authors.forename: Eunice Fabiani
authors.initials: EF
authors.lastname: Hilleshein
authors.forename: Juliana Machado
authors.initials: JM
authors.lastname: Schardosim
authors.forename: Kátia Simone
authors.initials: KS
authors.lastname: Delgado
mesh_terms: D006801:Humans; D007398:Interpersonal Relations; D007755:Laboratories, Hospital; D017060:Patient Satisfaction; D011361:Professional Competence; D013997:Time Factors