Assessment of the quality of services offered by Basic Health Units (UBSs) in the city of Marabá, Pará, Brazil
Avaliação da qualidade dos serviços oferecidos por Unidades Básicas de Saúde (UBSs) no município de Marabá, Pará, Brasil
Palavras-chave:
Quality Management, Health Services, Basic Health Units, SERVQUAL ScaleResumo
This research aimed to assess the services provided to users in five Basic Health Units (UBSs) in the city of Marabá, in the state of Pará, Brazil. For this purpose, the SERVQUAL Scale, which measures user satisfaction, was adapted to the municipality's reality, resulting in 15 statements about the expectations and perceptions of these users. The research instrument (questionnaire) was administered to 695 users, thus obtaining the differences (research gaps) for each unit. The overall observed result revealed that users of these units are dissatisfied, as in all dimensions analyzed for each UBS, there were negative gaps, and items indicating a lack of agility in execution and failure to meet agreed-upon deadlines received the worst evaluations in all surveyed units. The presented results can serve as a foundation for expanding discussions in the field of quality management and, from a practical standpoint, for managers aiming to promote improvements in the provision of services offered in UBSs.
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