Avaliação do atendimento ao paciente em um laboratório de análises clínicas

Abstract

This work evaluates the service to patients in a laboratory for clinical analysis, using control charts to monitor the service time and patient satisfaction. It also assesses the correlation between length of service and patient satisfaction. Despite the impact on the normal operation of the laboratory due to the pandemic of COVID-19, the study showed the feasibility of using control charts for analysis clinics, which may allow the sophistication of the tools used for the control and quality management in these environments. Likewise, the study found no significant correlation between the service time and patient satisfaction, unlike some studies in the literature, indicating that for relatively quick visits, this correlation is not as relevant as other aspects, and further studies for better understanding