Satisfaction Survey: the look on customers’ laboratories of the National Institute of Quality Control in Health
DOI:
https://doi.org/10.3395/vd.v2n1.47Keywords:
Customer Satisfaction, Quality Health, Health SurveillanceAbstract
This work aimed to prepare a questionnaire to measure the level of satisfaction of customers outside of the laboratories of the National Institute for Quality Control in Health (INCQS), which can operate as a tool for quality indicators for improving the process
of analytical work-laboratory. Descriptive study by quantitative approach. The sample studied was composed of 117 customers of INCQS who used the analytical service laboratory for quality control of products subject to the action of the health surveillance in the period from 2006 to 2010. The data showed that, in general, customers surveyed evaluated the quality of services such as “great” and “good” (86%). An exception was related to the attribute “fulfilment of term”, which presented result more critical, with an index of about 30% of the assessments between “regular” and “bad”. The analysis of the data allowed us to conclude that the services rendered by INCQS are considered
satisfactory and meet the expectations of users, even that some changes and adjustments in work process are necessary. Data were obtained as important indicators of quality and management information that could subsidize the process of strategic decision
making, aimed at the continuous improvement of the process of institutional work area in analytical laboratory.
Downloads
Downloads
Additional Files
Published
Issue
Section
License
Copyright (c) 2014 Health Surveillance under Debate: Society, Science & Technology (Vigilância Sanitária em Debate: Sociedade, Ciência & Tecnología) – “Visa em Debate”
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
COPYRIGHT ALLOWANCE The author (s) hereinafter designated as the ASSIGNOR hereby assign and transfer, free of charge, the ownership of the copyrights related to this ARTICLE to the Vigilância Sanitária em Debate: Sociedade, Ciência & Tecnologia (Health Surveillance under Debate: Society, Science & Technology) – Visa em Debate, represented by FUNDAÇÃO OSWALDO CRUZ, established at Av. Brasil, nº 4365, Manguinhos, Rio de Janeiro, RJ, Brazil, CEP 21045-900, under the conditions set out below: (a) The terms and conditions set forth in this Agreement shall apply to the following: 1. The ASSIGNOR declares that they s(he) is (are) the author (s) and owner (s) of the copyrighted property of the ARTICLE submitted. 2. The ASSIGNOR declares that the ARTICLE does not infringe the copyrights and / or other property rights of third parties, that the disclosure of images (if any) has been authorized and that they s(he) assume(s) full moral and / or property liability for its content, before third parties. 3. THE ASSIGNOR assigns and transfers all copyrights relating to the ARTICLE to the ASSIGNEE, especially the rights of editing, publication, translation into another language and reproduction by any process or technique. The ASSIGNEE becomes the exclusive owner of the rights related to the ARTICLE, and any reproduction, totally or partially, is prohibited in any other means of publicity, printed or electronic, without prior written authorization from the ASSIGNEE. 4. The assignment is free and, therefore, there will be no remuneration for the use of the ARTICLE by the ASSIGNEE.
