Qualidade de atendimento aos cidadãos: o caso dos serviços públicos de saúde de um município do interior paulista

Abstract

The present study is characterized by a survey that aimed to address the issue of service quality in public services, and both sought to examine the degree of user satisfaction with the services offered by the Municipality of Emergency Porangaba - SP. It is considered a current topic, since the quality of care is one of the basic concerns of any organization as it plays an important role in any organizational environment, as well as in the public sector that the customer has no options, so serve you quality is an obligation of public servants. Thus, in view of the provision of services increasingly effective public administration has opted for managerial model, reviewing the concepts of quality, and effectively opting for care services that meet the interests and needs of its users, aiming thereby to increase the efficiency of services provided. For it to be possible to achieve the proposed goal, this work presents, first, a theoretical about quality of care. Then we developed a case study from the questionnaires with many users of the services offered by the ER in order to evaluate the quality of care.