The quality of care in Brazil's public health system has been the subject of increasingly frequent discussions by managers, supervisory bodies and citizens. There is criticism that, despite all their functional breadth and legal support, hospitals do not follow the principles that guide the health system, violating users' rights. The Unified Health System, established by the Federal Constitution of 1988, in addition to the basic principles that guide its management, is made up of dimensions that are part of a process of reconstruction of public health policies, such as: bonding, welcoming and humanization, in to ensure quality of care. The study was developed with the objective of analyzing the quality of care in the public hospital network of Palmas – TO. Discusses the importance of understanding consumer needs and desires. Analyzes hospital care in order to achieve excellence. Highlights tools that can be useful for continuous improvement of service processes. To this end, questionnaires were applied to measure consumer satisfaction and interviews with managers in order to identify the programs and tools used in hospitals in the search for quality. After analyzing the data collected during the field research and in accordance with the theoretical basis, points were verified that contribute to the negative or positive image of the hospitals under study and opportunities were suggested that can be increased to contribute to improving the quality of care in the hospitals. institutions researched.
|
