Avaliação da qualidade da assistência de enfermagem e da satisfação do paciente de um hospital de ensino da região Centro-Oeste do Brasil

• Ano de defesa: 2013
• Autor(a) principal: Freitas, Juliana Santana de
• Orientador(a): Silva, Ana Elisa Bauer de Camargo
• Banca de defesa: Silva, Ana Elisa Bauer de Camargo, Haddad, Maria do Caramo Fernandez Lourenço, Bezerra, Ana Lucia Queiroz, Minamisava, Ruth, Barbosa, Maria Alves
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Goiás
• Programa de Pós-Graduação: Programa de Pós-graduação em Enfermagem (FEN)
• Departamento: Faculdade de Enfermagem - FEN (RG)
• País: Brasil
• Palavras-chave em Português: Cuidados de enfermagem; Qualidade da assistência à saúde; Satisfação do paciente; Segurança do paciente
• Palavras-chave em Inglês: Nursing care; Quality of health care; Patient satisfaction; Patient safety
• Área do conhecimento CNPq: CIENCIAS DA SAUDE::ENFERMAGEM
• Link de acesso: http://repositorio.bc.ufg.br/tede/handle/tede/3761

The evaluation of quality in health has been considered an important management tool, which attempt to grasp in a complete and comprehensive way the reality of services, in its different dimensions, providing decision-making at the lowest possible degree of uncertainty, based on satisfying of the needs of their audience. The aim of this study was to evaluate the quality of nursing care and patient satisfaction in a teaching hospital in the Midwest region of Brazil. This is a cross-sectional study, whose population consisted of 275 patients admitted to the units of clinics: Medical, Orthopaedic, Plastic Surgery and Tropical. Data collection took place in the period between 15 November 2012 and 15 January 2013, through the application of three instruments: the first had questions that sought to obtain the characterization of the population, and the second, called "Roadmap Interview of Nursing Care for Admitted Patients", aimed to evaluate the quality of care provided by nursing team in the patient perspective, and the third, called "Patient Satisfaction Instrument", aimed to know patients' satisfaction with the nursing care rendered to them. All data were entered and stored in an electronic database in Microsoft Excel 2010 and analyzed in terms of positivity and specific statistical tests. During the characterization of the users, it was found that 61.5% were male, with a median age of 48 years, with most users interviewed (56%) had ten or more years of study. In evaluating of the quality of nursing care none item achieved the desired level of nursing care, two were considered safe and the others classified as poor, indicating a quality deficit in the actions of these professionals. In the satisfaction evaluation, patients were satisfied with received nursing care in all evaluated areas. For the technical-professional domains and confidence more than 60% of responses assigned were five (5), representing the highest level of satisfaction, while for educational domain these amounted about 49%. The results of this study served to support the internal management in planning activities at the institution, and also stimulate the nurses in regional and national level, monitoring the results, in order to meet the population's needs and enhance their satisfaction.