Avaliação da qualidade percebida em relação aos serviços prestados por uma unidade de saúde

Abstract

The public health sector has the responsibility of providing the Brazilian population with this fundamental service, providing care to users who often do not have access to another complementary system. This demonstrates the importance of seeking alternatives to raise the level of quality of service offered by the institutions that work in the health area. The objective of this study is to evaluate the quality perceived by the users who receive the services of a health unit. In order to perform the analysis, the SERVQUAL model of measurement was used, which suggests the application of two types of questionnaires, designed to collect information about users' expectations and perceptions, making it possible to identify gaps in the service provision. This research had the collaboration of 147 users and had as main result an average of -0.38 in the general index of failures, demonstrating that the service of the health unit is below that expected by the users. It should be noted that in the five dimensions of quality that make up the model, the gaps presented negative values, confirming the need for improvement by the organization.