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RESULTS OF THE SURVEY
HCRM - Human Costumer Relationship Manager Co.Rua Bairro Rainha
D. Leonor nr. 1 - 4150-454 Porto
Phone: + 351 22 00 00 [email protected]
www.hcrm.com1
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HCRM is a market research firm specializing in healthcare.
Given the need to create tools for the timeshare that allows you
to monitor
the functioning of health centers and the collection of
information allowingthe implementation of measures for continuous
improvement of operations
and services rendered, a questionnaire was defined whose
implementation must be improved.
This study aims to identify and propose practical and
feasible
that may contribute to the gradual improvement in the
satisfaction of usersand health professionals and the organization
and operation of health
centers.
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It is intended, with this survey, to evaluate the
degree of satisfaction of the patients of the Healthcenters in
north region.Having in account that better that the patientsknow
their interests, the purpose of this survey is to
improve the quality of the services of the HealthCenters.
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PERFORMANCE IMPORTANCE
Mdia Mdia
OVERALLSATISFACTION 3,00 4,55
TELEPHONE 2,64 3,91
PATIENTSSERVICE 2,82 4,36FACILITIES 3,18 4,09
SERVICESFAIRNESS 2,64 4,45
TECHNICALSATISFACTION 3,18 4,64
NURSING 3,27 4,36
MEDICAL 3,36 4,55
PSYCHOLOGICAL 2,64 4,00STOMATOLOGY 2,45 4,09
APPOINTMENTS 2,91 4,36
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3.00
2.64
2.82
3.18
2.64
3.183.27
3.36
2.64
2.45
2.91
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00
P
E
R
F
O
R
M
A
N
C
E
IMPORTANCE
overall satisfaction
telephone
patients service
facilities
services fairness
technical
satisfactionnursing
medical
psychological
stomatology
appointments
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In the Universe of the inquired was found out thatthe average
importance is between the values of
(3,9 and 4,6) is very high relative to the averageperformance
(2,4 and 3,3).We have an indicator that enables us to analyze
thefaults on the North's Health Center.
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As result that was not accounted none values in the upper
leftquadrant meaning that the inquired didnt give manyimportance to
the fact of performance.
If there was values available this could be a factor
ofimprovement for the quality of the services.
Also in the lower left quadrant wasnt accounted any values.
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In the upper right quadrant ours key strengths was highlightedby
the facilities, nursing, medical and technical satisfaction.
In the lower right quadrant was mentioned as our keys
weakness were the telephone, patient services, servicesfairness,
psychological, stomatology, meaning that these
factors can be improved.
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In one of the surveys was given the
suggestion if there was the possibility to
make medical care online and the possibilityto include dental
care (stomatology).
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H - Hlder
C Carla Sampaio
R - Regina M - Margarida
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