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Authors
Advisor(s)
Abstract(s)
A grande exigência dos utentes de serviços de saúde, torna necessário ausculta-los periodicamente
sobre os níveis de satisfação com os serviços prestados, promovendo, dessa forma, uma maior
qualidade na prestação de cuidados. O foco da avaliação da satisfação deve incluir aspetos sobre:
prestação de informação; as formas de comunicação; e a qualidade dos serviços de saúde.
Objetivou-se avaliar a satisfação com os cuidados dos utentes na UCCIB e identificar possíveis
fatores sociodemográficos, situacionais e clínicos que possam influenciar os níveis de satisfação.
Realizou-se um estudo exploratório e transversal, descritivo e correlacional, numa amostra de 67
utentes, sendo que mais de metade é do sexo feminino (n=36;53,7%), com idades compreendidas
entre os 40 e 94 anos, maioritariamente casados (50,7%), 46,3 % completou o 1º ciclo e 16,4%
completou o 2º ciclo e 16,4% não frequentou a escola. Utilizou-se como instrumento de recolha de
dados um questionário composto por duas partes: questões sociodemográficas, situacionais e
clínicas; a escala de Avaliação em Estrutura Residencial para Pessoas Idosas, um instrumento de
autorrelato desenvolvido pelo Instituto da Segurança Social, com uma pontuação máxima de cinco
em cada item e dimensão, que avalia a satisfação em cinco dimensões: Fatores tangíveis;
Fiabilidade; Capacidade de resposta; Confiança e segurança; e, Empatia. Verifica-se que a
satisfação dos utentes da UCCIB é muito alta, variando as pontuações nas cinco dimensões em
estudo entre 4,67±0,326 e 4,91±0,227. Encontraram-se diferenças significativas para as
combinações “Fatores Tangíveis” e “Tipo de Internamento” em que os utentes de Unidade de Média
Duração e Reabilitação (UMDR) apresentam maior satisfação global do que os utentes internados
na Unidade de Longa Duração e Manutenção (ULDM); “Capacidade de Resposta” e “Sexo”, com os
respondentes do sexo masculino a demonstrarem maior satisfação; e, “Confiança e Segurança” e
“Tipo de Internamento” em que os utentes da ULDM demonstram maior satisfação dos que os da
UMDR. Concluiu-se que os níveis de satisfação evidenciados pelos utentes da UCCIB, denotam um
bom indício que esta unidade está a contribuir de forma positiva para a recuperação e bem-estar
dos utentes, recomendando-se, no entanto, colher dados periodicamente, de forma a analisar se os
níveis de satisfação se mantêm ou se sofrem alterações para baixo, sendo nesses casos averiguar
em que áreas a satisfação decresceu.
The great demand of users of health services, makes it necessary to listen to them periodically about the levels of satisfaction with the services provided, thus promoting a higher quality in the provision of care. The focus of the satisfaction assessment should include aspects of: providing information; forms of communication; and the quality of health services. The objective was to evaluate the satisfaction with the care of users at the UCCIB and to identify possible sociodemographic, situational and clinical factors that may influence the levels of satisfaction. An exploratory and cross-sectional, descriptive and correlational study was conducted in a sample of 67 users, more than half of whom were female (n=36; 53.7%), aged between 40 and 94 years, mostly married (50.7%), 46.3% completed the 1st cycle and 16.4% completed the 2nd cycle and 16.4% did not attend school. A questionnaire composed of two parts was used as an instrument of data collection: sociodemographic, situational and clinical questions; the Assessment Scale in Residential Structure for Elderly People, a self-report instrument developed by the Social Security Institute, with a maximum score of five on each item and, which evaluates satisfaction in five dimensions: Tangible factors; Reliability; Responsiveness; Trust and security; and, Empathy. It appears that the satisfaction of UCCIB users is very high, with scores in the five dimensions under study varying between 4.67 ± 0.326 and 4.91 ± 0.227. Significant differences were found for the “Tangible Factors” and “Type of Inpatient” combinations in which users of the Medium-Term and Rehabilitation Unit (UMDR) have greater overall satisfaction than users admitted to the Long-Term and Maintenance Unit (ULDM) ); "Responsiveness" and "Sex", with male respondents showing greater satisfaction; and, “Trust and Security” and “Type of Internment” in which ULDM users demonstrate greater satisfaction than those in UMDR. It was concluded that the levels of satisfaction evidenced by the users of the UCCIB, indicate a good indication that this unit is contributing positively to the recovery and well-being of users, however, it is recommended, however, to collect data periodically, in a to analyze whether levels of satisfaction are maintained or suffer changes downwards, in which case it is necessary to ascertain in which areas the satisfaction has decreased.
The great demand of users of health services, makes it necessary to listen to them periodically about the levels of satisfaction with the services provided, thus promoting a higher quality in the provision of care. The focus of the satisfaction assessment should include aspects of: providing information; forms of communication; and the quality of health services. The objective was to evaluate the satisfaction with the care of users at the UCCIB and to identify possible sociodemographic, situational and clinical factors that may influence the levels of satisfaction. An exploratory and cross-sectional, descriptive and correlational study was conducted in a sample of 67 users, more than half of whom were female (n=36; 53.7%), aged between 40 and 94 years, mostly married (50.7%), 46.3% completed the 1st cycle and 16.4% completed the 2nd cycle and 16.4% did not attend school. A questionnaire composed of two parts was used as an instrument of data collection: sociodemographic, situational and clinical questions; the Assessment Scale in Residential Structure for Elderly People, a self-report instrument developed by the Social Security Institute, with a maximum score of five on each item and, which evaluates satisfaction in five dimensions: Tangible factors; Reliability; Responsiveness; Trust and security; and, Empathy. It appears that the satisfaction of UCCIB users is very high, with scores in the five dimensions under study varying between 4.67 ± 0.326 and 4.91 ± 0.227. Significant differences were found for the “Tangible Factors” and “Type of Inpatient” combinations in which users of the Medium-Term and Rehabilitation Unit (UMDR) have greater overall satisfaction than users admitted to the Long-Term and Maintenance Unit (ULDM) ); "Responsiveness" and "Sex", with male respondents showing greater satisfaction; and, “Trust and Security” and “Type of Internment” in which ULDM users demonstrate greater satisfaction than those in UMDR. It was concluded that the levels of satisfaction evidenced by the users of the UCCIB, indicate a good indication that this unit is contributing positively to the recovery and well-being of users, however, it is recommended, however, to collect data periodically, in a to analyze whether levels of satisfaction are maintained or suffer changes downwards, in which case it is necessary to ascertain in which areas the satisfaction has decreased.
Description
Mestrado APNOR
Keywords
Satisfação de utentes Rede Nacional de Cuidados Continuados Integrados Estrutura residencial para pessoa idosa