[Assessment levels of the user's satisfaction in a private hospital].
The objective of this study was to analyze the satisfaction of the users of a private hospital in terms of a number of attributes of the services in units. This exploratory, descriptive study used a quantitative approach and was developed in a private hospital in the city of São Paulo. The casuistry consisted of 71 users and data collection was performed during the period from March to August 2007, using a derivative of the scale model of the Service Quality (SERVQUAL) of the evaluative model of Parasuraman et al. The level of overall satisfaction ranged around 95%. The assurance (96%) and reliability (96%) were considered the most important dimensions of quality, followed by empathy (95%), responsiveness (93%) and tangibility (88%). Medical and nursing staffs introduced high levels of satisfaction. 91% has intention to recommend the hospital. This research provided the knowledge of the attributes most important in terms of satisfaction and contributed to confirming or reshaping assistance and management processes.
da Cruz
Wilma Batista Souza
WB
Hospital Adventista de São Paulo, São Paulo, SP, Brasil. wbsc1205@yahoo.com.br
Melleiro
Marta Maria
MM
D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D005260:Female; D016304:Hospitals, Private / Q000592:standards*; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction