SUS USER SATISFACTION SURVEY AND THE INTERNSHIP IN PSYCHOLOGY IN THE QUALITY AND PATIENT SAFETY CENTER
DOI:
https://doi.org/10.32359/debin2024.v7.n24.p300-327Keywords:
Satisfaction Survey, Teaching in Psychology, Quality and Patient SafetyAbstract
Currently, user satisfaction surveys can be considered as one of the main strategies for the participation, protection and defense of the rights of users of public services, providing them with greater autonomy in the promotion of their health. Defined its obligation by the Public Services by Law 13.460 of June 26, 2017 that provides for participation, protection and defense of the rights of the user of the public services of the public administration, the Satisfaction Surveys if performed and used correctly can serve as an instrument to help Management in order to generate improvements from the active listening of SUS users, promoting their autonomy and meeting legislation such as the National Humanization Policy. For the present study, an experience report was carried out with the objective of understanding how psychology entered the Quality and Patient Safety Center of the Gaspar Vianna Clinics Hospital Foundation, Hospital de Ensino da Amazônia, a reference in Cardiology, Nephrology and Psychiatry and the supervised internship in Psychology promoted the autonomy of SUS users through the performance of Satisfaction Surveys. Over the course of 12 months of pilot research, it was obtained as a result that the Satisfaction Survey is a success in the sectors in which it has already been implemented (all the hospital's inpatient units), obtaining positive results regarding the average of the general satisfaction index, which is 92.42%, and the best evaluated areas are the care areas, and the points pointed out as the need for improvement aspects related to the physical structure such as bathroom renovations and building maintenance. It is worth mentioning that the results of the research corroborated the intention of Top Management to carry out works in the hospital from the points highlighted by the subjects participating in the research. As for the insertion of psychology and the internship in psychology in the NQSP of FHCGV, the Satisfaction Survey is proof that multidisciplinary teamwork can favor the Culture of Safety and Quality in hospital institutions.
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