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Audiology - Communication Research

versão On-line ISSN 2317-6431

Resumo

BACCHETTI, Erica Miranda da Silva; AKIYAMA, Renata; BENTO, Ricardo Ferreira  e  SAMELLI, Alessandra Giannella. Quality indicators for audiology services. Audiol., Commun. Res. [online]. 2013, vol.18, n.4, pp.268-274. ISSN 2317-6431.  https://doi.org/10.1590/S2317-64312013000400007.

PURPOSE: To construct quality indicators for Audiology services from the perspective of the user. METHODS: A cross-sectional study using a satisfaction survey with 12 closed questions and one open-ended question was administered to users. Patients were asked to give their opinion about their last appointment regarding the: Ease of access to the service, Time spent in the waiting room, Cordiality, Attention dispensed to complaints, Impressions about the procedure, Confidence conveyed by the audiologist, Explanations on the complaint by the audiologist, Scheduling satisfaction, Overall service assessment. The patients were presented with a visual-analogue scale represented by five icons, followed by the question: "Which of these pictures best expresses your opinion?" The analysis considered the score of each question (a minimum score of one and a maximum of five points) and the overall score of the 12 questions. The data were compiled and analyzed for the construction of quality indicators. RESULTS:The scores of the questionnaires were high, with an average score of 55.5 points, indicating a high level of satisfaction with the service. The data collected are homogeneous and suitable for the construction of quality indicators. CONCLUSION: The indicators constructed for the service were: access to care, time in the waiting room, reception, performance of the professional staff, scheduling, and overall service assessment.

Palavras-chave : Program Evaluation; Health Care Evaluation Mechanisms; Health Services Evaluation; Quality Indicators, Health Care.

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