Resumo

PINTO, Sónia Alexandra Gomes  e  SILVA, Ernestina Maria V. Batoca. Quality and satisfaction with the emergency pediatric service: the perspective of children’s parents. Rev. Enf. Ref. [online]. 2013, vol.serIII, n.9, pp.95-103. ISSN 0874-0283.  https://doi.org/10.12707/RIII1285.

Concern for the quality of services has increased in recent years and it is clear that user satisfaction is one of the most important indicators of quality. In order to monitor the quality of health services and reorganize them, it is essential to know users’ opinions. To identify user satisfaction with the Hospital Infante D. Pedro Pediatric Emergency Services, a quantitative, descriptive and cross-correlational and cross-sectional study was carried out with a non-probabilistic convenience sample of 142 children’s carers. The questionnaire we used was the “evaluation questionnaire of quality and customer satisfaction” adapted from Silva et al. (2007). It was found that 43. 7% of careers were satisfied, against 41.5% who were very satisfied and 14.8% who were fully satisfied with the services provided. We can say that the most positive indicators identified refer to general aspects (image and quality of the hospital), admission of patients, personnel and facilities. Regarding expectations, 97.9% would come back to the hospital and 95.8% would recommend it to a friend. The variables gender, educational level and employment status had no statistically significant relationship with satisfaction. It was found that older carers were more satisfied with the services provided (Wilk´s Lambda 0,026).a Therefore it was concluded that users show great satisfaction levels, although waiting times must improve.

Palavras-chave : quality management; paediatrics; parents.

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