Avaliação da percepção da qualidade dos serviços ofertados pela Clínica de Cirurgia e Traumatologia Bucomaxilofacial do Hospital Naval Marcílio Dias por meio de pesquisa de satisfação do usuário

Abstract

The Navy Health System (SSM) has been seeking to modernize itself by adopting more contemporary practices and seeking higher standards in the provision of health services. With regard to health care, user evaluation is an important component of service quality and should be seen as a planning instrument and a tool to support decision-making. Despite the methodological difficulties, since the 1990s, satisfaction studies in relation to health services have gained prominence in Brazil, with the strengthening of accountability and community participation in planning and evaluation processes, fostered mainly by the 1988 Federal Constitution and the advent of the Unified Health System (SUS). The aim of this study was to assess the quality of the services provided by the Oral and Maxillofacial Surgery and Traumatology clinic at the Marcílio Dias Naval Hospital from the user's point of view through a Satisfaction Survey. The results showed a high satisfaction rate, consistent with the literature on the subject. It is hoped that the results can help guide future planning actions and disseminate a culture of quality and customer focus.