A percepção dos gestores de um serviço de saúde sobre a experiência do paciente

Abstract

Introduction: The theme patient experience gained relevance in the health sector when it was appropriate for him. Imported from the areas of behavioral knowledge, it has strengthened nowadays in the face of market demands, mobilizing health institutions to get involved in the issue, and considering clinical practices as an important quality indicator, aiming at safe, measured and improved planning in the journey of the patient. patient. There is a strong association between service satisfaction rates and the patient's experience. However, the extent to which the patient's experience explains satisfaction with the health system is still uncertain. It is known that much of the satisfaction with the health system is a reflection of the patient's experience. In this sense, knowing the perception of the managers of a Health Organization about the patient's experience, will enable the formulation of strategies aimed at improving the experience, which in turn may result in increased satisfaction and maintenance of customer loyalty to the Institution. Objectives: To know the perception of the managers of a health institution about the patient's experience. Based on this perception, develop strategies to improve this experience. Method: This is a cross-sectional, descriptive study, with a quantitative approach, using the Design Science Resource approach, developed at Hospital São Luiz Anália Franco, from Rede D’Or in the city of São Paulo - SP. An instrument elaborated from a theoretical review was used, and dimensioned by the Likert scale. For the interviews, the 15 managers who met the inclusion criteria were selected from the Institution's Board of Directors (having, at least, a position of supervisor, with time in the function above 6 months, having worked in an assistential or administrative way, having had contact with patients and relatives), the HCAHPS Patient Experience Survey (General Score) and the result of the Satisfaction Survey - Net Promoter Score in the 12-month period were also evaluated. Results: It was possible to verify and understand that the managers' understanding in the Health Services has a strong relationship with the results in the patient's satisfaction and loyalty to the Institution, and therefore, to their experience. Still, that this experience results from the whole journey that the patient spent in the health service, with the interactions, which are shaped by the culture of the Institution, which, in turn, is formed and propagated by the managers through the formulation of the protocols, documents, routines and coordinated practices, which will be used by employees at all points of contact. The results lead to loyalty, with the dissemination and promotion of the customer to the Service and, consequently, becoming a differential in competitiveness, leading to monetary profit. Finally, steps were taken to create a favorable environment for the implementation of actions in the construction of the “Patient Experience Office” artifact in organizations similar to the D’Or Network. Final Considerations: This study may contribute to Health Organizations in order to allow them to measure the degree of understanding and engagement of managers in the construction of the patient's experience.