Evolução da pesquisa sobre qualidade e sua aplicação aos serviços de saúde: uma análise da microrregião de Lavras - MG

Abstract

Quality in services theme has its seminal works in Parasuraman, Zeithaml and Berry (1985, 1988) and in the Servqual proposal as a measurement tool in this sector.From this assertion the field evolved adapting itself to new contexts and sectors; admitting the influence of other variables on satisfaction and achieving quality.The objective in this research was to evaluate the quality in health services offered in one of the micro-regions of health care network of the Unified Health System (SUS).To achieve this goal, two reviews were made: one on the quality field in services and another on the determinants and attributes used to measure quality in health services; which resulted in three articles.After this step, the Servperf scale was modified based on reviews and interviews with network participants being applied to 321 patients.The results indicate a field that has its researches going towards the concern with the loyalty and brand value in services offered in electronic environments.Other sectors also stand out, such as flight services; hotels and health mobile services.In the health services measurement, the attributes related to the tangible elements to communication and access, in their different forms, are relevant.The questionnaires application indicated that seven factors may account for 63.05% of the data variance; being that related to the Medical Team (capacity; knowledge; communication; respect and readiness) is what contributes most to the quality in service.The Multiple Regression Analysis allowed to affirm that of these seven factors; what contributes most to the user satisfaction of the network is that related to the SUS's response capacity (quantity of materials and medicines available to the population; system ability to get a consultation with a specialist; and the system ability to solve patient's problem and keep what promises).