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Abstract(s)
Este trabalho de investigação individual tem como objeto de estudo a satisfação dos utentes no HFAR/PL, nomeadamente a avaliação dessa satisfação.
A investigação em causa foi dividida em duas partes: analisar as reclamações dos utentes do HFAR/PL e a sua mitigação, e analisar a satisfação dos utentes do HFAR/PL relativamente às dimensões da Estrutura, Processos e Resultados.
Para alcançar o objeto de estudo – a satisfação dos utentes no HFAR/PL – e o objetivo definido – avaliar a satisfação dos utentes no HFAR/PL – recorreu-se a uma metodologia apoiada no método dedutivo, sustentada pelas técnicas de recolha de dados documental e não documental de observação não participante, nomeadamente a aplicação de inquéritos por questionários online e presenciais, empregando uma estratégia de investigação quantitativa e um desenho de pesquisa baseado no método do estudo de caso.
O estudo efetuado permitiu concluir que os utentes do HFAR/PL atribuíram uma avaliação positiva às variáveis Imagem, Instalações, Médicos, Enfermeiros, Exames e Tratamentos, Tempo de Espera, Qualidade Global, Satisfação e Lealdade inquiridas. Os processos associados à Admissão recolheram uma avaliação neutra/positiva, o que demonstra uma necessidade de reflexão e otimização com vista à melhoria da satisfação do utente do HFAR/PL.
The aim of this paper is to study the satisfaction of the HFAR/PL users, namely the evaluation of their satisfaction level. The investigation was divided into two parts: analyzing the degree of complaints of HFAR/PL users and their mitigation, and analyzing the level of satisfaction of HFAR/PL users with regard to the dimensions of the Structure, Processes and Results. In order to achieve the object of study – HFAR/PL user satisfaction – and the defined objective – assess the level of satisfaction of the HFAR/PL user – was used a methodology based on the deductive method, supported by techniques for collecting documentary and non-documentary data, namely the use of online and face-to-face questionnaires, based on the ones applied by ACSS, following a quantitative research strategy and a research design based on the case study method. It is concluded that HFAR/PL users gave a positive evaluation of the variables Image, Facilities, Physicians, Nurses, Exams and Treatments, Waiting Time, Global Quality, Satisfaction and Loyalty. The processes associated with the Admission have collected a neutral/positive assessment, which demonstrates a need for reflection and optimization aiming the improvement of the HFAR/PL user satisfaction.
The aim of this paper is to study the satisfaction of the HFAR/PL users, namely the evaluation of their satisfaction level. The investigation was divided into two parts: analyzing the degree of complaints of HFAR/PL users and their mitigation, and analyzing the level of satisfaction of HFAR/PL users with regard to the dimensions of the Structure, Processes and Results. In order to achieve the object of study – HFAR/PL user satisfaction – and the defined objective – assess the level of satisfaction of the HFAR/PL user – was used a methodology based on the deductive method, supported by techniques for collecting documentary and non-documentary data, namely the use of online and face-to-face questionnaires, based on the ones applied by ACSS, following a quantitative research strategy and a research design based on the case study method. It is concluded that HFAR/PL users gave a positive evaluation of the variables Image, Facilities, Physicians, Nurses, Exams and Treatments, Waiting Time, Global Quality, Satisfaction and Loyalty. The processes associated with the Admission have collected a neutral/positive assessment, which demonstrates a need for reflection and optimization aiming the improvement of the HFAR/PL user satisfaction.
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Keywords
Qualidade Satisfação HFAR Utente Quality Satisfaction Armed Forces hospital User