Determinantes da satisfação com o serviço percebido por pacientes com doença renal crônica no Hospital Provincial Docente Ambato
Resumo
O objetivo deste estudo foi analisar os determinantes da satisfação dos pacientes com doença renal crônica (DRC) no Hospital Provincial Docente Ambato usando o modelo SERVPERF. Foi adotado um projeto descritivo-correlacional e a pesquisa foi aplicada a 132 pacientes com DRC. Os fatores avaliados foram a qualidade percebida (PAC), a satisfação (SATP), a empatia (EMP), a segurança (SEG) e a tangibilidade (TAN) do serviço. Os coeficientes de confiabilidade de Cronbach foram altos, assim como a dimensão de satisfação, com 0,918, e a análise fatorial revelou que a qualidade (CLD) explicou 30,25% da variação, seguida pela tangibilidade (TGB), com 21,796%. A relação entre empatia e satisfação (Rho = 0,872, p = 0,000) foi a mais significativa, destacando a importância do treinamento empático da equipe médica para melhorar a experiência do paciente e fortalecer a relação médico-paciente em benefício da saúde e do bem-estar dos pacientes e da população atendida.
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