Influence of Hospital Service Quality on the Satisfaction of Cancer Patients / Influência da Qualidade do Serviço Hospitalar Sobre a Satisfação de Pacientes Oncológicos
Resumo
The objective of this study was to investigate the satisfaction of cancer patients with the service quality of a Brazilian public hospital located in the city of Rio de Janeiro. The study is quantitative, based on application of a questionnaire to a sample composed of 245 outpatients of the hospital. The data were treated with structural equation modeling supported by partial least squares (PLS-SEM). The results indicated the patients place value on the quality of the service rendered by physicians, quality of the administrative service, quality of the hospital facilities and quality of the nursing service, in that order. The main theoretical contribution is the identification, in contrast to previous findings in the literature, that the cancer patients in our sample attributed little importance to the nursing service, even though nurses are the healthcare professionals who interact the most with patients.
Keywords: Service quality, patient satisfaction, cancer patient, public hospital, cancer.
RESUMO
O objetivo deste estudo foi investigar a satisfação de pacientes oncológicos com a qualidade do serviço de um hospital público brasileiro localizado na cidade do Rio de Janeiro. O estudo é quantitativo, baseado na aplicação de questionário a uma amostra composta por 245 pacientes ambulatoriais do hospital. Os dados foram tratados com modelagem de equações estruturais, calcada em mínimos quadrados parciais (PLS-SEM). Os resultados indicaram que os pacientes valorizam a qualidade do serviço prestado pelos médicos, a qualidade do serviço administrativo, a qualidade das instalações hospitalares e a qualidade do serviço de enfermagem, nesta ordem. A principal contribuição teórica é a identificação, em contraste com achados anteriores da literatura, de que os pacientes oncológicos da nossa amostra atribuíam pouca importância ao serviço de enfermagem, ainda que os enfermeiros sejam os profissionais de saúde que mais interagem com os pacientes.
Palavras-chave: Qualidade do serviço, satisfação do paciente, paciente oncológico, hospital público, câncer.
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DOI: http://dx.doi.org/10.12819/2024.21.2.3
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