FATORES CONDICIONANTES DA SATISFAÇÃO EM SERVIÇOS DE SAÚDE: ANÁLISE DE UMA PESQUISA DE SATISFAÇÃO EM UMA EMERGÊNCIA HOSPITALAR DO RIO DE JANEIRO

This paper evaluates a satisfaction survey for patients from a hospital emergency, located in Rio de Janeiro. Given the qualitative nature of the data collected during the interviews, the use of an ordinal logistic regression is proposed to evaluate the influence of some factors on the satisfaction level of the assessed sample. The proposed model relates the satisfaction level with the evaluation of guidance which the patient underwent, the nature of the review that was made and the evaluation of the time in queue. It is noteworthy that the factor that influences the most on the satisfaction was the waiting time, indicating that the studied hospital must optimize the management of its resources to increase the users’ level of satisfaction.