The expectation that individuals have when admitted to hospital, and their perception of the care they receive while in hospital, are aspects that define their level of satisfaction. Thus, the concept of responsiveness arose in the field of health evaluation. The objective of this study is to measure the responsiveness of nursing care from the client's point of view at a medical-surgical unit of a public university hospital, by means of an instrument that examines two categories, Expectations and Perceptions. This quantitative study was performed utilizing participant interviews. Data analysis was performed by calculating the relative satisfaction rate and interval, which allowed for rating of the nursing care provided. A correlation was made between the sociodemographic characteristics and the participants' prior hospitalization experiences. The results showed that nursing care has an Adequate representation. Some factors were considered responsible for the phenomenon of high satisfaction, such as the biases of gratitude and acquiescence.
Nursing Service; Hospital; Quality of health care; Quality indicators, health care; Patient satisfaction
