Level of satisfaction of users of a teaching hospital: the influence of the presence of students

Silva, Flávia Janólio Costacurta Pinto da; Menegueti, Mayra Gonçalves; Araújo, Thamiris Ricci de; Andrade, Joseilze Santos de; Gabriel, Carmem Silva; Laus, Ana Maria

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Original Article • Rev. esc. enferm. USP 53 • 2019 • https://doi.org/10.1590/S1980-220X2018023003498 copy

Level of satisfaction of users of a teaching hospital: the influence of the presence of students

Authorship SCIMAGO INSTITUTIONS RANKINGS

ABSTRACT

Objective:

To evaluate the level of satisfaction of inpatients in a teaching hospital regarding the quality of the hospital service by comparing term and non-term times.

Method:

Cross-sectional study carried out in three inpatient units with users from 18 to 80 years old who stayed in the hospital for at least 72 hours. An instrument for sociodemographic characterization and the SERVQUAL scale were applied to measure the level of satisfaction. Data collection occurred in two periods: term and non-term times.

Results:

Three hundred and five users of the service of both genders, with an average age of 46.2 years, were interviewed. Concerning the dimensions that make up the SERVQUAL scale, empathy was mentioned as the one with which the users attended to during term time expressed the greatest dissatisfaction (p=0.01). Regarding the service dimension, the level of satisfaction of the users was higher during term time (p=0.01). Tangibles, reliability, and assurance did not show differences when comparing the two examined periods.

Conclusion:

The users identified higher empathy and better service during term time, but similar perceptions were not reported for assurance and reliability.

DESCRIPTORS
Inpatients; Patient Satisfaction; Health Evaluation; Quality of Health Care; Quality Management

Variable		Coefficient	p-value	95% confidence interval		Effect of the variable p-value
Time
	Term	0.17	0.06	-0.01	0.34	0.06
	Non-term	ref ^ reference variable.	0.06	-0.01	0.34	0.06
Gender
	Female	-0.02	0.74	-0.17	0.12	0.74
	Male	ref ^ reference variable.	0.74	-0.17	0.12	0.74
Age (years)
	18 to 40	0.01	0.92	-0.20	0.22
	41 to 60	0.02	0.82	-0.18	0.23	0.97
	61 or over	ref ^ reference variable.
Level of education (years)
	0 to 4	0.12	0.34	-0.13	0.38	0.16
	5 to 10	-0.04	0.72	-0.27	0.19
	11 to 16	ref ^ reference variable.
Hospitalization history
	Previous hospitalization	-0.04	0.66	-0.22	0.14	0.66
	Admission to the teaching hospital	ref ^ reference variable.	0.66			0.66

Variable		Coefficient	p-value	95% confidence interval		Effect of the variable p-value
Time
	Term	0.13	0.12	-0.03	0.29	0.12
	Non-term	ref ^ reference variable.	0.12	-0.03	0.29	0.12
Gender
	Female	0.15	0.03^* * p<0.05;	0.02	0.29	0.03^* * p<0.05;
	Male	ref ^ reference variable.	0.03^* * p<0.05;	0.02	0.29	0.03^* * p<0.05;
Age (years)
	18 to 40	-0.02	0.87	-0.21	0.18	0.45
	41 to 60	0.08	0.43	-0.11	0.27
	61 or over	ref ^ reference variable.
Level of education (years)
	0 to 4	-0.08	0.52	-0.32	0.16	0.22
	5 to 10	-0.17	0.12	-0.39	0.05
	11 to 16	ref ^ reference variable.
Hospitalization history
	Previous hospitalization	0.11	0.20	-0.06	0.28	0.20
	Admission to the teaching hospital	ref ^ reference variable.	0.20			0.20

Variable		Coefficient	p-value	95% confidence interval		Effect of the variable p-value
Time
	Term	0.33	<0.01^* * p<0.05;	0.18	0.49	<0.01^* * p<0.05;
	Non-term	ref ^ reference variable.	<0.01^* * p<0.05;	0.18	0.49	<0.01^* * p<0.05;
Gender
	Female	0.18	<0.01^* * p<0.05;	0.05	0.31	<0.01^* * p<0.05;
	Male	ref ^ reference variable.	<0.01^* * p<0.05;	0.05	0.31	<0.01^* * p<0.05;
Age (years)
	18 to 40	-0.17	0.07	-0.36	0.02	0.14
	41 to 60	-0.06	0.50	-0.25	0.12
	61 or over	ref ^ reference variable.
Level of education (years)
	0 to 4	0.09	0.47	-0.15	0.32	0.67
	5 to 10	0.09	0.37	-0.11	0.30
	11 to 16	ref ^ reference variable.
Hospitalization history
	Previous hospitalization	0.09	0.29	-0.07	0.25	0.29
	Admission to the teaching hospital	ref ^ reference variable.	0.29			0.29

Variable		Coefficient	p-value	95% confidence interval		Effect of the variable p-value
Time
	Term	0.00	0.99	-0.13	0.13	0.99
	Non-term	ref ^ reference variable.	0.99	-0.13	0.13	0.99
Gender
	Female	0.05	0.40	-0.06	0.16	0.40
	Male	ref ^ reference variable.	0.40	-0.06	0.16	0.40
Age (years)
	18 to 40	-0.04	0.59	-0.20	0.12	0.67
	41 to 60	-0.07	0.37	-0.22	0.08
	61 or over	ref ^ reference variable.
Level of education (years)
	0 to 4	-0.26	<0.01^* * p<0.05;	-0.46	-0.07	0.03^* * p<0.05;
	5 to 10	-0.16	0.08	-0.33	0.02
	11 to 16	ref ^ reference variable.
Hospitalization history
	Previous hospitalization	-0.01	0.85	-0.15	0.12	0.85
	Admission to the teaching hospital	ref ^ reference variable.	0.85			0.85

Variable		Coefficient	p-value	95% confidence interval		Effect of the variable p-value
Time
	Term	-0.28	<0.01^* * p<0.05;	-0.46	-0.10	<0.01^* * p<0.05;
	Non-term	ref ^ reference variable.	<0.01^* * p<0.05;	-0.46	-0.10	<0.01^* * p<0.05;
Gender
	Female	-0.03	0.65	-0.18	0.11	0.65
	Male	ref ^ reference variable.	0.65	-0.18	0.11	0.65
Age (years)
	18 to 40	-0.14	0.22	-0.35	0.08	0.42
	41 to 60	-0.06	0.59	-0.27	0.15
	61 or over	ref ^ reference variable.
Level of education (years)
	0 to 4	0.01	0.92	-0.25	0.28	0.90
	5 to 10	-0.03	0.83	-0.26	0.21
	11 to 16	ref ^ reference variable.
Hospitalization history
	Previous hospitalization	0.07	0.45	-0.11	0.25	0.45
	Admission to the teaching hospital	ref ^ reference variable.	0.45			0.45

Universidade de São Paulo, Escola de Enfermagem Av. Dr. Enéas de Carvalho Aguiar, 419 , 05403-000 São Paulo - SP/ Brasil, Tel./Fax: (55 11) 3061-7553, - São Paulo - SP - Brazil
E-mail: reeusp@usp.br

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[1] Corresponding author: Flávia Janólio Costacurta Pinto da Silva, Escola de Enfermagem de Ribeirão Preto, Universidade de São Paulo Av. Bandeirantes, s/n, Bairro Monte Alegre CEP 14049-900 – Ribeirão Preto, SP, Brazil fjanolio@gmail.com