Resumo

RUIZ, I et al. Degree of satisfaction of physicians using the services of the Department of Clinical Analysis of the Health Sciences Research Institute (UNA) during 2010. Mem. Inst. Investig. Cienc. Salud [online]. 2013, vol.11, n.1, pp.31-38. ISSN 1812-9528.

The Health Sciences Research Institute (IICS), which depends on the National University of Asuncion, is a public institution with laboratories that offer routine and specialized services to the community. These services satisfy quality requirements supported by internal and external quality controls that are accessible, sure, reliable, convenient and confidential and are performed by qualified professionals. The satisfaction of the medical users is a recognized marker of care quality and therefore, the Institute elaborated an opinion study to know the degree of satisfaction of the physicians in relation to the Department of Clinical Analysis (CA) and to improve, if necessary, the service provided by the laboratory from the knowledge of the satisfaction of the medical users. A survey directed to physicians was carried out and from laboratory orders of the physicians requested to the service of Clinical Analysis the medical, it was found that 68.9 % were from the Clinical Hospital and 31.1% from the Health Centers of the Ministry of Public Health, Police Hospital, and Army Hospital among others that use the service as diagnostic support. This was a cross-sectional descriptive observational study and physicians were selected from the tests orders that came to the Department of CA of the IICS during 2010 to determine their degree of satisfaction. The measure instrument was a survey that included eleven items and suggestions, all related to the satisfaction of the medical users. From the opinion survey, it was concluded that the satisfaction degree of the physicians concerning the Department of CA is good but it is necessary to work on the communicational aspects between clinical services and the laboratory so that the improvement in the participative work becomes more productive.

Palavras-chave : Satisfaction; Attention Quality; Quality Management; Provision.

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