Patient Satisfaction In Health Care

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Patient satisfaction is an important measure of the quality of health care, since it provides information about the patients' success in achieving the most relevant expectations for the patient. Satisfaction is correlated with greater complacency, less use of medical services, less litigation due to negligence and a better prognosis. (1)
More than a decade ago, two landmark reports - the World Health Organization's 2000 World Health Report and the "Crossing the Quality Abyss" of the Institute of Medicine-called for the realignment of incentives to balance the expenditure restraint targets and quality improvement, often conflicting. Both reports concluded that responsiveness to citizens' expectations is a valued and desired outcome of the performance
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As healthcare budgets are scrutinized, consumers also become more critical. (3)

Patient satisfaction is an indicator of performance in terms of hospital service quality. (4)
All team members have a role in patient satisfaction and the influence of the clinical secretariat on satisfaction facilitates medical work. By setting realistic expectations, it helps to meet the needs of patients. (5)

Quality in health is now a requirement for all those involved in health care. Quality indicators were developed in the hospital context and their use rapidly extended to primary health care. From a first focus mainly on the scientific and technical aspects, it evolved to the consideration of relational aspects and user satisfaction. Its usefulness can be extended to the health services' own objectives. In fact, the feedback received allows to introduce correction and improvement actions aiming to increase the satisfaction indexes of the users.
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In relation to primary health care, satisfaction equals the well-being of the patient, manifested in his opinion about the quality of services obtained. It is a dynamic process influenced by individual, psychological and sociocultural factors, among others. Because it is a multidimensional concept, satisfaction regarding primary health care can characterize an assessment of several aspects, such as accessibility, patient-professional relationship of health, infrastructure and results of the health service. Thus, in order to improve the services provided, it is essential to get as close as possible to meeting the needs and needs of the users. To do this, it is necessary to listen to the opinions of the users on how the services contributed to improve or solve their state of health. This concept of involvement and active participation of the users in the provision of health care originated in the USA and was later adopted in Europe. Health professionals and users perceive the results of health services differently. For this reason, the contribution of the user in the quality of the services provided is essential. As an active agent, the user shares their negative and positive experiences and their needs and expectations, contributing to a response

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