Gestão da qualidade na saúde pública: a expectativa e percepção dos clientes do SUS sob a perspectiva do modelo SERVQUAL

Abstract

This monograph aims to analyze and evaluate the quality of service delivery of the Unified Health System (SUS), using the SERVQUAL instrument. Thus, a comparison was made between the expectations and perceptions of a sample of System‟s users. Furthermore, we sought to list the importance of the five service dimensions that structure the SERVQUAL model: Tangibility, Reliability, Responsiveness, Security and Empathy. It presents as theoretical basis the concept of quality, services, quality in public services, as well as the GAP, SERVPERF and SERVQUAL models, which are used to evaluate the services. The methodology used was through quantitative descriptive research. As for the technical procedures, its characteristic is the case study, as it intends to evaluate the services of a public service system, the SUS. The sampling was performed from SUS users, who were willing to answer the questionnaire, which was made available online. The results show that the dimension with the best result was Safety, with -0,787 points, and this being the best result, the other dimensions had values below it, Tangibility, -1,013, Receptivity, -1,027, followed by Reliability, -1,080 , and lastly, Empathy, with -1.262. It is suggested that larger scale research be implemented in order to compare results between Health Units, Cities and States, as well as the implementation of periodic customer satisfaction surveys in order to approximate results to what the patient wants. receive as a service.