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Title:
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MODELING THE SCALE OF SATISFACTION AND THE
VIRTUAL PLATFORM APPLIED TO THE EXPERIENCE
OF SPECIALISTS AND USERS OF HEALTH SERVICES |
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Author(s):
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Galba Freire Moita, Zulmira Hartz and Galba Freire Moita Júnior |
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ISBN:
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978-989-8704-37-5 |
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Editors:
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Miguel Baptista Nunes, Pedro Isaías and Philip Powell |
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Year:
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2022 |
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Edition:
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Single |
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Keywords:
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Quality, Access and Evaluation of Health Care, Health Care Quality Indicators, Business Intelligence |
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First Page:
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159 |
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Last Page:
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167 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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The index of people who evaluate public health negatively in Brazil reaches rates of 75% to 93% of dissatisfaction
between 2012 and 2018. Moita (2019c) showed that the initiatives to measure quality and satisfaction in Brazilian health
are incipient and that there is no validated scale for the national health system in Brazil (SUS), but that the Gespública
initiative (Brasil, 2014) created the index had many similarities to the international SERVQUAL scale. Objective:
Cross-cultural adaptation of SERVQUAL scale for the development of a virtual platform to capture the experience of
SUS users. Methods: The research is observational, using a mixed method of evaluation (CAAE:
54972816.9.0000.5051). The 20 validated questions, 13 sub-dimensions and six macro-dimensions of quality/satisfaction
were the basis for the development of a virtual platform (Quality SaudeTM) with online application in multicenter groups
of SUS users. Flows and functionalities were structured for the development of a virtual platform pilot and its extraction,
transformation and loading (ETL) processes, inserted in the Data Warehouse (DW) and BI of results visualization.
Results: The scale (Quality SaudeTM) was validated with 2,574 users in 74 health units in Ceará, and the application used
by 1989 users of the Eusébio (Brazil) health facilities, with easy handling and quick responses (< 4 min.). Answers were
analyzed using the R software, version 3.6.3. P, Project R R (Team, 2019), through PostgreSQL-R (PostgreSQL, 2018;
PostgreSQL-R, 2008). Conclusion: An innovative scale for evaluating health quality was validated, which allowed the
creation of an online application (QualitySaudeTM) that analyzes the user's perception in contrast to their expectations,
highlighting which points demand interventions from health managers. |
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