Please use this identifier to cite or link to this item:
http://hdl.handle.net/10071/26665
Author(s): | Gomes, Sofia Carolino Rodrigues |
Advisor: | Grilo, Teresa |
Date: | 6-Dec-2022 |
Title: | Perceived service quality and health-related quality of life in an Obstetrics Emergency Department |
Reference: | Gomes, S. C. R. (2022). Perceived service quality and health-related quality of life in an Obstetrics Emergency Department [Dissertação de mestrado, Iscte - Instituto Universitário de Lisboa]. Repositório Iscte. http://hdl.handle.net/10071/26665 |
Keywords: | Health related quality of life Perceived service quality Emergency department Obstetrics |
Abstract: | The healthcare sector plays a crucial role in society and must be able to respond to its patients’ needs. In this context, healthcare services need to constantly improve service delivery, not forgetting to consider its patients’ insights regarding service quality. The study of how patients perceive service quality, and their health-related quality of life (HRQoL), as well as the relationship between these two aspects, specifically in obstetrics emergency department (ED) represents an existing gap in the literature and will be developed in the present investigation. Additionally, the impact of the COVID-19 pandemic on perceived service quality (PSQ) also lacks existing literature and constitutes one of the purposes of this study, being that the main objective is to study how can the obstetrics ED in Hospital de Faro be enhanced, through patients’ HRQoL and PSQ improvement.
To achieve the proposed goal, qualitative data was collected from patients and healthcare professionals, and quantitative data was gathered using an adapted version of the SERVPERF instrument applied to measure PSQ, and EQ-5D-5L questionnaire to measure HRQoL
Results lead to the conclusion that previous pregnancies and triage color impacts patients’ HRQoL Improvement, and marital status and triage color affect self-rated HRQoL Improvement (VAS Improvement). Another finding is the existence of a significant relationship between variables PSQ and HRQoL and VAS Improvement. About the COVID-19 pandemic’s impact on PSQ in the service under study, results indicate that there is no difference between the way patients perceive service quality before and after the pandemic. O sector da saúde desempenha um papel crucial na sociedade, e deve ser capaz de responder às necessidades dos pacientes. Assim, os serviços de saúde devem estar em constante melhoria, sem esquecer as opiniões dos seus pacientes. O estudo da forma como os pacientes percecionam a qualidade do serviço, a sua qualidade de vida relacionada com a saúde (HRQoL), e a relação entre estes dois aspetos, especificamente no serviço de urgência (ED) obstétrica, representa uma lacuna na literatura. Adicionalmente, o impacto da pandemia de COVID-19 na perceção da qualidade de serviço (PSQ) também carece de literatura existente e constitui um dos objetivos deste estudo, sendo que o principal é estudar como pode o ED obstétrica no Hospital de Faro melhorar, através da melhoria da HRQoL e PSQ dos pacientes. Para alcançar o objetivo proposto, foram recolhidos dados qualitativos de pacientes e profissionais, e dados quantitativos de pacientes, recorrendo ao instrumento SERVPERF (versão adaptada), aplicado para medir a PSQ, e ao questionário EQ-5D-5L para medir a HRQoL. Os resultados levaram à conclusão de que as gravidezes anteriores e a cor da triagem têm impacto na melhoria da HRQoL das pacientes, e o estado civil e cor da triagem afetam a melhoria da HRQoL autoavaliada (melhoria VAS). Outro resultado é a existência de uma relação entre a PSQ e melhoria de HRQoL e VAS. Quanto ao impacto da COVID-19 na PSQ, os resultados indicam não existir diferença na forma como os pacientes percecionam a qualidade do serviço antes e depois da pandemia. |
Department: | Departamento de Marketing, Operações e Gestão Geral |
Degree: | Mestrado em Gestão de Serviços e da Tecnologia |
Peerreviewed: | yes |
Access type: | Restricted Access |
Appears in Collections: | T&D-DM - Dissertações de mestrado |
Files in This Item:
File | Description | Size | Format | |
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master_sofia_rodrigues_gomes.pdf Restricted Access | 1,57 MB | Adobe PDF | View/Open Request a copy |
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