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Previous issue date: 2015 === RESUMO
Estudo de car?ter quantitativo e descritivo, que objetivou avaliar a qualidade da assist?ncia de
enfermagem e a satisfa??o do cliente externo de um hospital p?lo, refer?ncia para a regi?o
ampliada de sa?de. Para coleta de dados utilizou-se o instrumento adaptado e validado no
Brasil, intitulado de Instrumento de Satisfa??o do Paciente (ISP). An?lises descritiva e
univariada foram conduzidas. Dentre os clientes 53,4% era do sexo masculino, 43% com
ensino fundamental incompleto, 52,9% casados, m?dia de idade de 53,3 anos, m?dia de
interna??o hospitalar de 6,4 dias, 51,1% era a primeira interna??o na institui??o. Os resultados
apontaram que na avalia??o dos tr?s dom?nios, percebemos que os clientes externos relataram
satisfa??o com o cuidado de enfermagem recebido uma vez que obtivemos uma m?dia total
de 3,7%, sendo que o dom?nio profissional foi o melhor avaliado seguido respectivamente
pelos dom?nios de confian?a e educacional. Esperamos que tais resultados forne?am
ferramentas para subsidiar a gest?o do servi?o de enfermagem da institui??o e forne?a
subs?dios para a melhoria no processo de trabalho. === Disserta??o (Mestrado) ? Programa de P?s-gradua??o em Ensino em Sa?de, Universidade Federal dos Vales do Jequitinhonha e Mucuri, 2015. === ABSTRACT
Study of exploratory and descriptive character, which aimed to evaluate the quality of nursing
care and outpatient satisfaction of a pole hospital, a reference to the expanded health region.
For data collection we used the adapted and validated instrument in Brazil, entitled Patient
Satisfaction Instrument (PSI). Descriptive and univariate analyzes were conducted. Among
the customers 53.4% were male, 43% had not completed elementary school, 52.9% married,
average age 53.3 years, mean hospital stay of 6.4 days, 51.1% was the first hospitalization at
the institution. The results show that the assessment of the three domains, we realize that
external clients reported satisfaction with nursing care received since obtained an overall
average of 3.7%, and the professional domain was the best evaluated followed respectively by
domain confidence and educational. We hope that these results provide tools to subsidize the
management of the institution's nursing service and provide subsidies to improve the work
process.
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