PERCEIVED QUALITY BY THE CUSTOMERS OF THE OUT-PATIENTS DEPARTMENT OF A TEACHING HOSPITAL

With the objective to know the Perceived Quality of the assistance by the costumers of the out-patient facilities in a teaching Hospital, the information gathered in 1,970 self-administerd, volunteer, anonymous questionnaires was analyzed, being obtained from the 4,756 consultations done in the out-patients department during a one week period. Different aspects of the physician's visit are discussed, together with the attention received from the paramedic personnel and other viewpoints pertaining to the organization and conditions of the waiting area. There is a high level of satisfaction among the users of the out-patients department, more pronounced in the <<Medical>> area, in relation with the physician's consultation as well as with the attention from paramedics or in the adherence to appointments. The results suggest that in those physicians' offices where the relationship of the patient with the Unit is less frequent, users show more criticism in comparison with those offices where almost all patients consult because of chronic ailments. We underline the importance of this type of Perceived Quality studies within the Quality Control policies, as a complement of the analysis of Technical Quality.