Escalas concorrentes para mensuração da satisfação do cliente hospitalar

Abstract

Patient satisfaction is not a new theme but gains importance in the current competitive scenario, mainly in private hospitals. The relevance is in the contribution of a new viewing perspective of the hospital customer's satisfaction. The goal of this study is to identify for the national context which one of the patient satisfaction scales is able to better reflect the general assessment of the hospital. Therefore, we used three satisfaction scales with the nursing care: PSI scale of Hinshaw & Atwood (1982) in the Brazilian version of Oliveira (2004), the NSNS scale of Thomas, McColl, Priest, Bond & Boys (1996) in the Brazilian version of Dorigan & Guidardello (2013), and the GPNS scale of Halcomb, Caldwell, Salamonson & Davidson (2011) in its already nationalized version by Moglia Junior, Motta and Lopes (2015). For the general assessment of the hospital it was used the Johnston scale (1995). Through the analysis of model of structural equations, the NSNS scale was identified as the most appropriate for measuring the quality of the nursing team comparing to the others scales tested.