Análise da qualidade dos serviços cirúrgicos pela ótica dos usuários: um estudo de caso no Hospital e Maternidade Alice de Almeida – PB.

Abstract

This study aimed to analyze the quality in health services, after understanding that quality is a term that characterizes the way that health services are provided to individuals. Given the events that have occurred in health services in the public in the past two decades, improving the way they have been offered is increasing by the State, requiring the user himself describe what the understanding that it has regarding the quality of service that was offered. In methodological terms, we opted for descriptive research, using the techniques of data collection: literature, non-participant observation and semi-structured interviews. Data analysis was quantitative and qualitative. Indicators of quality of care given by health professionals at Hospital Alice de Almeida, from the viewpoint of patients undergoing surgical procedures are generally satisfactory, and, in some cases, the lack of linkage between doctor and patient one problem pointed out.