Satisfação do atendimento fisioterapêutico hospitalar: visão do paciente e do fisioterapeuta

Abstract

This is a cross-sectional, quantitative and descriptive study carried out in 2016, aiming to verify the satisfaction of patients and physical therapists regarding physical therapy in a Public University Hospital. The non-probabilistic sample was composed of 40 individuals for convenience purposes, aged 43.1 ± 10.5 years; 15 females, aged between 26 and 59 (43.1 ± 10.5 years), corresponding to the group of patients, with prescription and undergoing physical therapy. The group of professionals was composed by 12 female physical therapists. Two structured questionnaires were applied, the first of which presented 12 questions (four from the Interaction domain, four from the Resources domain and four from the Environment domain) and the second 20 questions (four from the Interaction domain, four from the Resources domain, four from the Environment domain, four from the Working Conditions domain – hours and payment, and four from Working Conditions domain – staff and training). The domain of greatest satisfaction for patients was the Environment (M = 11). Interaction was the domain of least satisfaction (8.3). For physical therapists, the Environment was the domain of least satisfaction (8.42) and the one with the greatest satisfaction was Interaction (13.5). It is important to start the discussion regarding the need for tools that assess satisfaction of users of physical therapy services, as well as of the professional physical therapist.This is a cross-sectional, quantitative and descriptive study carried out in 2016, aiming to verify the satisfaction of patients and physical therapists regarding physical therapy in a Public University Hospital. The non-probabilistic sample was composed of 40 individuals for convenience purposes, aged 43.1 ± 10.5 years; 15 females, aged between 26 and 59 (43.1 ± 10.5 years), corresponding to the group of patients, with prescription and undergoing physical therapy. The group of professionals was composed by 12 female physical therapists. Two structured questionnaires were applied, the first of which presented 12 questions (four from the Interaction domain, four from the Resources domain and four from the Environment domain) and the second 20 questions (four from the Interaction domain, four from the Resources domain, four from the Environment domain, four from the Working Conditions domain – hours and payment, and four from Working Conditions domain – staff and training). The domain of greatest satisfaction for patients was the Environment (M = 11). Interaction was the domain of least satisfaction (8.3). For physical therapists, the Environment was the domain of least satisfaction (8.42) and the one with the greatest satisfaction was Interaction (13.5). It is important to start the discussion regarding the need for tools that assess satisfaction of users of physical therapy services, as well as of the professional physical therapist.Trata-se de um estudo transversal, quantitativo e descritivo, realizado em 2016, com o objetivo de verificar a satisfação dos pacientes e fisioterapeutas em relação ao atendimento fisioterapêutico em um Hospital Universitário Público. A amostra não-probabilística por conveniência, foi composta por 40 indivíduos, com idade de 43,1±10,5 anos; 15 do sexo feminino, com faixa etária entre 26 e 59 (43,1 ± 10,5 anos), correspondente ao grupo de pacientes, com prescrição e realizando fisioterapia. O grupo de profissionais foram 12 fisioterapeutas, do sexo feminino. Foram aplicados dois questionários estruturados, sendo que o primeiro apresentou 12 questões (quatro do domínio Interação, quatro do Recursos e quatro do Ambiente) e o segundo 20 questões (quatro do domínio Interação, quatro do Recursos, quatro do Ambiente, quatro do Condições de trabalho-horário e remuneração, e quatro do Condições de trabalho – equipe e capacitação). O domínio de maior satisfação para os pacientes foi o Ambiente (M=11). A Interação foi o domínio de menor satisfação (8,3). Para os fisioterapeutas o Ambiente foi o domínio de menor satisfação (8,42) e o de maior satisfação foi a Interação (13,5). É salutar iniciar a discussão a respeito da necessidade de instrumentos que avaliem a satisfação dos usuários de serviços de fisioterapia, bem como, do profissional fisioterapeuta.Fisioterapia; Satisfação do paciente; Satisfação no emprego, Hospitais públicos.