Tipos de Falhas, Práticas de Recuperação e a Fidelização de Clientes de Serviços Hospitalares

• Campos, Juliana Kucht ^[1] ; Figueiredo, Kleber Fossati ^[2] ; Araujo, Claudia Affonso Silva ^[2]
  1. [1] Technical University of Berlin

     Technical University of Berlin

     Berlin, Stadt, Alemania

     
  2. [2] Instituto COPPEAD de Administração
• Localización: Revista de Gestão em Sistemas de Saúde, ISSN-e 2316-3712, Vol. 2, Nº. 2, 2013, págs. 3-29
• Idioma: portugués
• DOI: 10.5585/rgss.v2i2.74
• Enlaces
  • Texto completo (pdf)
• Resumen

  • Este artigo apresenta resultados de pesquisa realizada em dois hospitais de Vitória, ES, Brasil, procurando compreender como clientes de serviços de saúde percebem a ocorrência de falhas e as práticas de recuperação adotadas. Utilizando a Técnica do Incidente Crítico, foram analisadas 311 entrevistas pessoais. As 555 falhas de serviços identificadas foram classificadas de acordo com o modelo proposto com base na revisão de literatura. Em apenas 2% dos relatos, os esforços de recuperação foram satisfatórios na percepção dos clientes. Apesar desse baixo percentual, 62% dos clientes recomendariam os serviços do hospital onde a falha ocorreu.DOI: 10.5585/rgss.v2i2.74

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