Resumo

RODRIGUEZ LOPEZ, Maritza  e  LABORI RUIZ, José Rafael. Satisfaction at the services provided in the Physiotherapy Department of "Dr. Juan Bruno Zayas Alfonso" Hospital in Santiago de Cuba. MEDISAN [online]. 2012, vol.16, n.8, pp.1235-1240. ISSN 1029-3019.

A research in health systems and services was conducted to evaluate the services of providers and the satisfaction of users at the Physiotherapy Department of "Dr. Juan Bruno Zayas Alfonso" General Teaching Hospital of Santiago de Cuba, from July to September 2010. The sample was formed by 63 persons that worked in this department. As measuring tool the Fisher matrix was used, considering the operational (devices, technology and procedures) and relational (correlation between the staff members regarding assistance) dimensions, and as statistical summary measure the percentage was used. In the series it was determined that the services provided to the patients were very warm, but little technical; however, users were satisfied with them. Finally, it was recommended to evaluate the quality of the services, including structure, process and results.

Palavras-chave : physiotherapy; health systems and services; patient satisfaction; internal client; study of quality; secondary health care.

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