Denise Fornazari de Oliveira|Carlos Eduardo Leite Arieta|Edméa Rita Temporini|Newton Kara?José
Quality of health care: patient satisfaction in a university hospital
Universidade Estadual de Campinas (UNICAMP)|Hospital de Clínicas da Unicamp|Universidade Estadual de Campinas (UNICAMP)|Instituto de Saúde|Universidade de São Paulo|Universidade Estadual de Campinas (UNICAMP)
evaluate patient characteristics satisfaction outpatient service university hospital aiming obtaining subsidies standardization quality assessment programpatientrepresentative sample selected consisted users ophthalmology outpatient service hospital das clnicas universidade estadual de campinas unicamp structured questionnaire applied interview including following variables personal characteristics gender age literacy job type appointment new patient followup waiting time first appointment opinion regarding ease access hospital assistance front desk time spent waiting room appointed day quality care degree satisfaction consultation general evaluation assistancethe sample characterized patients low literacy socioeconomic level 217 steady income majority think easy obtain appointment according patients mean waiting time appointment 946 minutes 453 received orientation appointment final evaluation quality assistance positive patients satisfied provided assistancealthough high level satisfaction regarding provided service observed various factors affect patient satisfaction considered users reported limitations concerns quality evaluation allowed better knowledge provided service university hospital pointed possibility implantation quality assessment routines