Estudo de caso: a satisfação dos usuários do serviço público e a qualidade do atendimento no Complexo Hospitalar Dr. Carlos Alberto Machado na cidade de Desterro- PB

Abstract

The main objective of the present study is to evaluate the satisfaction of users regarding the quality of care offered by the Dr. Carlos Alberto Machado Hospital Complex in the city of Desterro/ PB, aiming to promote a reflection about the services provided. In methodological terms, it is typified as a case study, of qualitative character, allowing to deepen the knowledge on the subject researched, by means of data collection and analysis, together with a sample of seven people involved in the management, service and use of the services offered by the hospital unit. Moreover, this study focused on the analysis of documents and bibliographies related to the theme, in which the information obtained was analyzed, since the documents are a rich source of information, necessary for the theoretical basis. As a result, it is believed that the performance of this work fosters further reflection regarding the elements that permeate hospital services, from the perspective of management, service providers and users, highlighting the points that need improvement and investments of the various sectors, with regard to the adaptations of physical structures and the continuous training of professionals in the face of patient care, in order to provide quality care.