Research Article
Volume 3 Issue 6 - 2021
Customer Satisfaction and Experience: Perceptions of Users of an Infusion Clinic in Minas Gerais and the Impact of this Tool for Management and Decision Making
Natália Soares Melo1* and Paloma Vilas Boas dos Santos Chaves Pereira2
1Enfermeira, Especializada em Qualidade e Segurança pela Fundação Oswaldo Cruz (FIOCRUZ), Especialista em Gestão em Saúde pela PUC Minas, Analista do setor do Apoio Assistencial de Auditoria de Prontuários no Hospital Santa Casa de Misericórdia de Belo Horizonte, Analista de referência do Centro de Especialidades Médicas (CEM) do Grupo Santa Casa de Belo Horizonte, Auditora Interna da ISO 9001: 2015, Professora dos cursos lato sensu no Instituto de Ensino e Pesquisa do Grupo Santa Casa de Belo Horizonte, Brazil
2Discente do programa de Pós Graduação Lato Sensu da Santa Casa de Misericórdia de Belo Horizonte, do Curso de Especialização em Gestão e Saúde e Auditoria, Brazil
*Corresponding Author: Natália Soares Melo, Enfermeira, Especializada em Qualidade e Segurança pela Fundação Oswaldo Cruz (FIOCRUZ), Especialista em Gestão em Saúde pela PUC Minas, Analista do setor do Apoio Assistencial de Auditoria de Prontuários no Hospital Santa Casa de Misericórdia de Belo Horizonte, Analista de referência do Centro de Especialidades Médicas (CEM) do Grupo Santa Casa de Belo Horizonte, Auditora Interna da ISO 9001: 2015, Professora dos cursos lato sensu no Instituto de Ensino e Pesquisa do Grupo Santa Casa de Belo Horizonte, Brazil.
Received: January 08, 2021; Published: May 27, 2021




Abstract

Objective: To evaluate the perception of users of an immunobiological drug infusion clinic in Belo Horizonte, Minas Gerais, regarding the use of satisfaction survey as a tool for process improvement.

Method: This is a descriptive research with a qualitative approach conducted in an Infusion Clinic located in Belo Horizonte, Minas Gerais. The study participants were twelve patients undergoing treatment at the clinic, 36% female and 64% male, aged 35 to 73 years and with treatment time between 2 days to 5 years. The semi-structured interview with subsequent thematic analysis was used as data collection technique.

Results: It was evidenced that the research participants are aware of the importance of applying tools to evaluate their satisfaction, which is often associated with the quality and safety of health professionals' care. The patient's behavior as an active subject in their care and able to perceive the environment in which they are being treated, make suggestions and complaints about quality and safety, puts them as actors of change in health institutions. We realize the importance of establishing criteria and tools for customer satisfaction and experience assessment, in addition to ensuring an effective form of communication with the user, to be able to generate results and changes in the institutions, since the concern of users is more associated with improvements in care or change actions than in the return of complaints.

Concluding Remarks: More health research is needed to assess clients' perceptions of management tools and their outcomes for quality care and delivery. The involvement and interest of the team, the client's and family's participation in their healing/rehabilitation process contribute significantly to qualified care and the application of quality management tools.

Keywords: Satisfaction; Infusions; Institution; Patients

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Citation: Natália Soares Melo and Paloma Vilas Boas dos Santos Chaves Pereira. “Customer Satisfaction and Experience: Perceptions of Users of an Infusion Clinic in Minas Gerais and the Impact of this Tool for Management and Decision Making”. EC Nursing and Healthcare 3.6 (2021): 01-09.

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