Qualidade do serviço no atendimento e satisfação dos pacientes de medicina interna no Hospital IESS – Riobamba
Resumo
O estudo da qualidade do serviço no departamento de medicina interna do Hospital IESS em Riobamba aborda um problema crucial de aumento da insatisfação dos pacientes devido a atrasos no atendimento, falta de comunicação e restrições na infraestrutura hospitalar. O objetivo desta pesquisa foi determinar como a qualidade do serviço afeta o atendimento e a satisfação do paciente em medicina interna no hospital IEES. Foi utilizado um método quantitativo baseado no modelo ServQual, que possibilitou avaliar as expectativas e percepções dos pacientes em relação a aspectos como segurança, facilidade de contato e empatia. O grupo de estudo foi escolhido por meio de amostragem de conveniência não probabilística e respondeu a pesquisas estruturadas sobre sua experiência no serviço de medicina interna. Os resultados mostraram que a segurança é o determinante mais importante da satisfação do paciente, com uma variação explicada de 43,54%, seguida por tangibilidade e empatia. Além disso, foi detectada uma alta correlação positiva p=0,827 entre a qualidade do serviço e a satisfação do paciente, corroborando que uma melhoria nesses elementos aumenta a percepção positiva do atendimento recebido. Essa pesquisa ressalta a importância de refinar os elementos essenciais da qualidade do serviço para melhorar a experiência do paciente e fortalecer a conexão entre o hospital e a comunidade. Essas medidas podem apoiar um sistema de atendimento mais justo e eficaz.
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