Atributos da Qualidade Percebida. O Caso dos Serviços de Imagiologia dum Grupo de saúde do Setor Privado da Região de Lisboa

O presente artigo tem como objetivo principal dar a conhecer os resultados dum estudo realizado sobre os atributos da qualidade percebida pelos clientes/utentes nos Serviços de Imagiologia de um grupo de saúde do setor privado da Região de Lisboa. A nível da abordagem metodológica utilizou-se um estudo transversal, descritivo e correlacional, recorrendo ao inquérito por questionário para a recolha privilegiada de dados junto de 201 utentes/clientes, cuja conceção baseou-se numa adaptação da escala SERVPERF (Cronin e Taylor 1992, 1994), assim como doutros modelos utilizados nos estudos da área da Radiologia e dos serviços hospitalares. Os principais resultados do estudo permitiram caracterizar um modelo de análise da qualidade percebida pelos clientes/utentes dos Serviços de Imagiologia e a análise da matriz das perceções dos clientes/utentes dos mesmos serviços no prestado.

Carlos Alberto da Silva, Head of Department of Sociology, School of Social Sciences, University of Evora and Director of PhD program in Sociology. Member of CESNova – research center in sociology at New Lisbon University. Main education: Aggregation in Sociology of Organisation and PhD in Sociology from University of Évora, Portugal. Key areas of competencies and research interests: Sociology of health and organization,
planning and evaluation, social network analysis, prospective and futures studies, health technology assessment and management.

Dulce Maria Lourenço Miranda, Radiographer at CUF-Torres Vedras Clinic, has received the Master in Social-Organizational Intervention in Health Services from University of Évora, in the area of specialization in Quality and Health Technologies (2010). She was lecturer in Health High School from University of Algarve (2011). Main research interests: risk management, patient safety, healthcare quality.

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Qualidade percebida, SERVPERF, Setor privado da saúde,
Radiologia.