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| Author(s): |
Elyrose Sousa Brito Rocha
Total Authors: 1
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| Document type: | Doctoral Thesis |
| Press: | Ribeirão Preto. |
| Institution: | Universidade de São Paulo (USP). Escola de Enfermagem de Ribeirão Preto (PCARP/BC) |
| Defense date: | 2011-09-13 |
| Examining board members: |
Maria Auxiliadora Trevizan;
Arthur Velloso Antunes;
Simone de Godoy Costa;
Carmen Silvia Gabriel;
Maria Regina Lourenço Jabur
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| Advisor: | Maria Auxiliadora Trevizan |
| Abstract | |
Studies have indicated improvements in the indices related to nursing care since the implementation of the Total Quality Management (TQM) in health institutions (ANTUNES, 1997; BALSANELLI; JERICO, 2005; LIMA; ERDMANN, 2006; MATSUDA; ÉVORA e BOAN, 2000). This fact was the primary motivation for evaluating the quality of nursing care, concerning patient satisfaction, in institutions that adopt different management models. For this, an exploratory and descriptive study was carried out using the Patient Satisfaction Instrument (PSI), composed of 25 items grouped into three domains: technical-professional area, confidence and educational area. Data were collected in a private hospital where the TQM had been implemented and in a philanthropic hospital that had not adopted this strategy. In this study, the PSI obtained high internal consistency in the reliability analysis, with Cronbach\'s coefficient ?=0.91 for Hospital A and ?=0.88 for Hospital B. In the reliability analysis of the domains Educational, Confidence and Professionaltechnical, satisfactory coefficients were also obtained (?=0.77, ?=0.84, ?=0.74 for Hospital A, ?=0.77, ?= 0.70, ?=0.71 for Hospital B). The satisfaction level was analyzed in relation to the socio-demographic data and hospitalization characteristics of the patients. The results obtained showed high levels of satisfaction in the two institutions, the highest being in the hospital which had not adopted the TQM. The analysis of the influence of sociodemographic and hospitalization characteristics on patient satisfaction produced results divergent between the two institutions and in relation to other studies on the subject. The discrepancies encountered indicate the need for improved methods that take into consideration the effect of contextual factors regarding hospitalized patient satisfaction. (AU) | |
| FAPESP's process: | 07/08631-9 - Quality of nursing care: the hospitalized client's satisfaction |
| Grantee: | Elyrose Sousa Brito Rocha |
| Support Opportunities: | Scholarships in Brazil - Doctorate |