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Previous issue date: 2006-05-19 === Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior === This work presents a study in quality of health care, with focus on consulting appointment. The main purpose is to define a statistical model and propose a quality grade of the consulting appointment time. The time considered is that from the day the patient get the appointment done to the day the consulting is realized. It is used reliability techniques and functions that has as main characteristic the analysis of data regarding the time of occurrence certain event. It is gathered a random sample of 1743 patients in the appointment system of a University Hospital - the Hospital Universit?rio Onofre Lopes - of the Federal University of Rio Grande do Norte, Brazil. The sample is randomly stratified in terms on clinical specialty. The data were analyzed against the parametric methods of the reliability statistics and the adjustment of the regression model resulted in the Weibull distribution being best fit to data. The quality grade proposed is based in the PAHO criteria for a consulting appointment and result that no clinic got the PAHO quality grade. The quality grade proposed could be used to define priority for improvement and as criteria to quality control === Este trabalho apresenta um estudo sobre qualidade em servi?os de sa?de, com enfoque para o atendimento ambulatorial. Determinar o melhor modelo estat?stico e a proposi??o de um padr?o de qualidade para o tempo agendado para consulta ambulatorial, ? o objetivo do presente estudo. Para isso, foram utilizadas as t?cnicas de confiabilidade que tem como principal caracter?stica a an?lise de dados referente ao tempo de ocorr?ncia de determinado evento. Observou-se dados de 1.743 pacientes que agendaram consulta no Hospital Universit?rio Onofre Lopes - Natal/RN, onde coletou-se informa??es referentes ao tipo de tratamento, especialidade, tipo de marca??o e o tempo at? o atendimento ambulatoria1. Os dados foram analisados segundo os m?todos n?o param?tricos da estat?stica de confiabilidade e atrav?s do ajuste do modelo de regress?o. Concluiu-se que as covari?veis que influenciam o tempo at? o atendimento ambulatorial ? o tipo de marca??o e a especialidade, o modelo que melhor se adequa aos dados ? o Weibull e 20,83% das especialidades enquadram-se no padr?o B de qualidade, sendo este o melhor padr?o obtido
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