Responsiveness and satisfaction in SUS: an analysis of the micro region of Lavras – Minas Gerais

Authors

  • Arlete Aparecida Abreu Professor at IFMG - Formiga. Phd in Business and Management
  • Luiz Marcelo Antonialli Universidade Federal de Lavras

DOI:

https://doi.org/10.15665/dem.v18i3.2316

Abstract

The objective of this work was to evaluate the quality of the public health service provided in the context of the Medical Care Networks in the Lavras (MG) micro region. 84 interviews were conducted with 84 people involved in the service delivery process and the subsequent adaptation of the Servperf scale. The new tool was applied to 321 users from three belonging municipalities. The data was analyzed with exploratory factor analysis and multiple regression analysis. It is shown that the perception of quality in health services, in this context, can be measured through seven dimensions, showing as the strongest predictors of satisfaction.

References

Abreu, A.A.; Antonialli, L.M. & Andrade, D.M. (2018) Como mensurar a qualidade de serviços prestados em saúde: Síntese das dimensões, atributos e medidas utilizadas na literatura. In XXI SEMEAD - Seminários em Administração, 1–19. http://177.105.2.222/handle/1/37306

Afulani, P.A. (2016) Determinants of stillbirths in Ghana: Does quality of antenatal care matter? BMC Pregnancy and Childbirth, 16(1), 1–17. DOI: 10.1186/s12884-016-0925-9.

Agha, S. & Williams, E. (2016) Quality of antenatal care and household wealth as determinants of institutional delivery in Pakistan: Results of a cross-sectional household survey. Reproductive Health. 13(1), 1–8. DOI: 10.1186/s12978-016-0201-5.

Al-Yateem, N.; Docherty, C. & Rossiter, R. (2016) Determinants of Quality of Care for Adolescents and Young Adults With Chronic Illnesses: A Mixed Methods Study. Journal of Pediatric Nursing, 31(3), 255–266. DOI: 10.1016/j.pedn.2015.12.003.

Amatulli, A.; Azzone, P. & Srebnik, D. (2005) Monitoring the quality of an Italian public psychiatric service: A four dimensions study of the outcome. European Journal of Psychiatry, 19(1), 5–18. DOI: 10.4321/S0213-61632005000100001.

Asfaw, Elias; Dominis, Sarah; Palen, John G.H.; Wong, Wendy; Bekele, Abebe; Kebede, Amha & Johns, Benjamin (2014) Patient satisfaction with task shifting of antiretroviral services in Ethiopia: Implications for universal health coverage. Health Policy and Planning, 29, ii50-ii58. DOI: 10.1093/heapol/czu072.

Barelds, Anna; van de Goor, Lam; Bos, Maria; van Heck, Guus L. & Schols, Jos M.G.A. (2009) Care and service trajectories for people with intellectual disabilities: Defining its course and quality determinants from the client’s perspective. Journal of Policy and Practice in Intellectual Disabilities, 6(3), 163–172. DOI: 10.1111/j.1741-1130.2009.00224.x.

Berhane, A. & Enqusselasie, F. (2015) Patients preferences for attributes related to health care services at hospitals in Amhara Region, northern Ethiopia: a discrete choice experiment. Patient Preference and Adherence, 9, p. 1293. DOI: 10.2147/PPA.S87928.

Berra, S. et al. (2014) Experiences with primary care associated to health, socio-demographics and use of services in children and adolescents. Cadernos de saúde pública, 30(12), 2607–18. DOI: 10.1590/0102-311X00001014.

Biringer, E. et al. (2017) Continuity of care as experienced by mental health service users - A qualitative study. BMC Health Services Research, 17(1), 1–15. DOI: 10.1186/s12913-017-2719-9.

Carman, J.M. (1990) Consumer Perceptions Of Service Quality : An Assessment Of The SERVQUAL dimensions. Journal of Retailing, 66(1), 33–55.

Costa de Souza, M. et al. (2012) Integralidade na atenção à saúde: um olhar da Equipe de Saúde da Família sobre a fisioterapia Integral health assistance: a look to physiotherapy from the point of view of the Family Health

Team. O Mundo da Saúde, São Paulo, 36(3), 452–460. Available at: http://bvsms.saude.gov.br/bvs/artigos/mundo_saude/integralidade_antecao_saude_olhar_equipe.pdf.

Couillet, M. et al. (2007) The use of antenatal services in health centres of Fès, Morocco. Journal of Obstetrics and Gynaecology, 27(7), 688–694. DOI: 10.1080/01443610701629080.

Ehiri, J.E. et al. (2005) Quality of child health services in primary health care facilities in south-east Nigeria. Child: care, health and development, 31(2), 181–91. DOI: 10.1111/j.1365-2214.2004.00493.x.

Forouzan, A.S. et al. (2013) Service Users and Providers Expectations of Mental Health Care in Iran: A Qualitative Study’, Iranian Journal of Public Health, 42(10), 1106–1116.

Haddad, S.; Fournier, P. & Potvin, L. (1998) Measuring lay people’s perceptions of the quality of primary health care services in developing countries. Validation of a 20-item scale. International Journal for Quality in Health Care, 10(2), 93–104. DOI: 10.1093/intqhc/10.2.93.

Hong, R.; Montana, L. & Mishra, V. (2006) ‘Family planning services quality as a determinant of use of IUD in Egypt’, BMC Health Services Research, 6, 1–8. DOI: 10.1186/1472-6963-6-79.

Johnson, D. & Ugaz, J. (2016) Determinants of quality of family planning counseling among private health facilities in Lagos. Studies in Family Planning, 47(3), 239–251. DOI: 10.1111/j.1728-4465.2016.00063.x.

Kapp, C. et al. (2017) Identifying the determinants of perceived quality in outpatient child and adolescent mental health services from the perspectives of parents and patients. European Child and Adolescent Psychiatry, 26(10), 1269–1277. DOI: 10.1007/s00787-017-0985-z.

Larson, E. et al. (2014) Determinants of perceived quality of obstetric care in rural Tanzania: a cross-sectional study. BMC Health Services Research, 14, 483. DOI: 10.1186/1472-6963-14-483.

Lebrun-Harris, L. A. et al. (2013) Effects of patient-centered medical home attributes on patients’ perceptions of quality in federally supported health centers. Annals of Family Medicine, 11(6), 508–516. DOI: 10.1370/afm.1544.

Lee, D. H. (2017) HEALTHQUAL: a multi-item scale for assessing healthcare service quality. Service Business, 11(3), 491–516. DOI: 10.1007/s11628-016-0317-2.

Lima, A. A.; Monteiro, L. F. & de Vasconcelos, C. R. (2017) Avaliação do desemepnho dos serviços de saúde: análise das usuárias de uma unidade de atenção básica com base no modelo Kano. Revista de Gestão em Sistemas de Saúde, 6(1), 42–51.

Lv, Y. et al. (2016) Analysis of factors influencing inpatient and outpatient satisfaction with the Chinese military health service. PLoS ONE, 11(3), 1–13. DOI: 10.1371/journal.pone.0151234.

Makarem, S. C. & Al-Amin, M. (2014) Beyond the Service Process: The Effects of Organizational and Market Factors on Customer Perceptions of Health Care Services. Journal of Service Research, 17(4), 399–414. DOI: 10.1177/1094670514541965.

Malina, R. M. (1996) Tracking of Physical Activity and Physical Fitness across the Lifespan. Research Quarterly for Exercise and Sport, 67(3), 48–57. DOI: 10.1080/02701367.1996.10608853.

Mariko, M. (2003) Quality of care and the demand for health services in Bamako, Mali: The specific roles of structural, process, and outcome components. Social Science and Medicine, 56(6), 1183–1196. DOI: 10.1016/S0277-9536(02)00117-X.

Marotti, J. et al. (2008) Amostragem em pesquisa clínica : Tamanho da amostra. Revista de Odontologia da Universidade Cidade de São Paulo, 20(2), 186–194.

Maurer, M. et al. (2016) Understanding Consumer Perceptions and Awareness of Hospital-Based Maternity Care Quality Measures. Health Services Research, 51, 1188–1211. DOI: 10.1111/1475-6773.12472.

Nau, D.P. & Pacholski, A. M. (2007) Impact of pharmacy care services on patients’ perceptions of health care quality for diabetes. Journal of the American Pharmacists Association, 47(3), 358–365. DOI: 10.1331/JAPhA.2007.06104.

Nisselle, A. et al. (2008) Consumer contribution to the delivery of genetic health services. American Journal of Medical Genetics, Part A, 146(17), 2266–2274. DOI: 10.1002/ajmg.a.32271.

Parasuraman, A.; Zeithaml, V.A. & Berry, L.L. (1985) A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50.

Patel, H. et al. (2007) Improving sexual health services in the city: Can the NHS learn from clients and the service industry. Health Expectations, 10(2), 139–147. DOI: 10.1111/j.1369-7625.2006.00428.x.

Rao, K. D.; Peters, D. H. & Bandeen-roche, K. (2006) Towards patient-centered health services in India — a scale to measure patient perceptions of quality. International Journal for Quality in Health Care, 18(6), 414–421.

Ristea, A.L. et al. (2009) Responsiveness of Health Systems: A Barometer of Quality of Health Services. Amfiteatru Economic, 26(26), 277–286. Available at: https://core.ac.uk/download/pdf/6486868.pdf.

Rivard, M. et al. (2015) Quality Determinants of Services for Parents of Young Children with Autism Spectrum Disorders. Journal of Child and Family Studies, 24(8), 2388–2397. DOI: 10.1007/s10826-014-0041-2.

Ruggeri, M. et al. (2004) A longitudinal evaluation of two-year outcome in a community-based mental health service using graphical chain models: The South-Verona Outcome Project 9. International Journal of Methods in Psychiatric Research, 13(1), 10–23. DOI: 10.1002/mpr.160.

Sannisto, T. et al. (2010) Quality of the contraceptive service structure: A pilot study in Finnish health centre organisations. European Journal of Contraception and Reproductive Health Care, 15(4), 243–254. DOI: 10.3109/13625187.2010.500750.

Scheffler, E.; Visagie, S. & Schneider, M. (2015) The impact of health service variables on healthcare access in a low resourced urban setting in the Western Cape, South Africa. African Journal of Primary Health Care and Family Medicine, 7(1), 1–11. DOI: 10.4102/phcfm.v7i1.820.

Shaffer, T. R. & Sherrell, D. L. (1997) Consumer Satisfaction with Health-Core Services: The Influence of Involvement. Psychology & Marketing, 14(No. 3, May), 261–285.

Shayo, E. H. et al. (2016) Access and utilisation of healthcare services in rural Tanzania: A comparison of public and non-public facilities using quality, equity, and trust dimensions. Global Public Health, 11(4), 407–422. DOI: 10.1080/17441692.2015.1132750.

Sovd, T. et al. (2006) Acceptability as a key determinant of client satisfaction: lessons from an evaluation of adolescent friendly health services in Mongolia. Journal of Adolescent Health, 38(5), 519–526. DOI: 10.1016/j.jadohealth.2005.03.005.

Tessema, G.A. et al. (2017) Client and facility level determinants of quality of care in family planning services in Ethiopia: Multilevel modelling. PLoS ONE, 12(6), 1–20. DOI: 10.1371/journal.pone.0179167.

Thawesaengskulthai, N.; Wongrukmit, P. & Dahlgaard, J.J. (2015) Hospital service quality measurement models: patients from Asia, Europe, Australia and America. Total Quality Management and Business Excellence, 26(9–10), 1029–1041. DOI: 10.1080/14783363.2015.1068596.

Vassiliadis, C.A.; Fotiadis, A. K. & Tavlaridou, E. (2014) The effect of creating new secondary health services on patients’ perceptions: a Kano service quality analysis approach. Total Quality Management & Business Excellence, 25(7–8), 897–907. DOI: 10.1080/14783363.2014.904564.

Venables, K.M. & Allender, S. (2008) Quality of occupational health provision: Two rating scales and their determinants. Occupational Medicine, 58(6), 439–442. DOI: 10.1093/occmed/kqn076.

Verbeek, J. et al. (2001) Consumer satisfaction with occupational health services: Should it be measured?. Occupational and Environmental Medicine, 58(4), 272–278. DOI: 10.1136/oem.58.4.272.

Ward, K.; Rolland, E. & Patterson, R. (2005) Improving Outpatient Health Care Quality: Understand the Quality Dimensions. Health Care Manage Rev, 30(4), 361–371.

Yesilada, F. & Direktör, E. (2010) Health care service quality : A comparison of public and private hospitals. African Journal of Business Management, 4(June), 962–971.

Published

2020-08-16 — Updated on 2020-09-10

Versions

How to Cite

Abreu, A. A., & Antonialli, L. M. . (2020). Responsiveness and satisfaction in SUS: an analysis of the micro region of Lavras – Minas Gerais . Dimensión Empresarial, 18(3). https://doi.org/10.15665/dem.v18i3.2316 (Original work published August 16, 2020)

Issue

Section

RESEARCH RESULTS ARTICLES