Abstract
This work aimed to prepare a questionnaire to measure the level of satisfaction of customers outside of the laboratories of the National Institute for Quality Control in Health (INCQS), which can operate as a tool for quality indicators for improving the processof analytical work-laboratory. Descriptive study by quantitative approach. The sample studied was composed of 117 customers of INCQS who used the analytical service laboratory for quality control of products subject to the action of the health surveillance in the period from 2006 to 2010. The data showed that, in general, customers surveyed evaluated the quality of services such as “great” and “good” (86%). An exception was related to the attribute “fulfilment of term”, which presented result more critical, with an index of about 30% of the assessments between “regular” and “bad”. The analysis of the data allowed us to conclude that the services rendered by INCQS are consideredsatisfactory and meet the expectations of users, even that some changes and adjustments in work process are necessary. Data were obtained as important indicators of quality and management information that could subsidize the process of strategic decisionmaking, aimed at the continuous improvement of the process of institutional work area in analytical laboratory.
Highlights
This work aimed to prepare a questionnaire to measure the level of satisfaction of customers outside of the laboratories of the National Institute for Quality Control in Health (INCQS), which can operate as a tool for quality indicators for improving the process of analytical work-laboratory
Embora a avaliação geral da pesquisa tenha sido considerada positiva, o resultado relativo ao cumprimento de prazos mostrou-se preocupante, com um elevado índice de conceitos “regular” e “ruim” para quase a totalidade dos grupos técnicos programáticos (GTs)
Podemos citar exemplos, como alguns dos ensaios preconizados para produtos saneantes domissanitários em que os prazos de liberação de laudo de análise são de até 45 dias e, no caso de necessidade de repetição do ensaio, somam mais 45 dias adicionais, perfazendo no mínimo 90 dias para realização de um único ensaio
Summary
O Instituto Nacional de Controle de Qualidade em Saúde (INCQS), como órgão público federal, tem suas atividades voltadas para o controle da qualidade de insumos, produtos, ambientes e serviços, atuando em diversas áreas da vigilância sanitária, entre elas a pesquisa e o desenvolvimento de tecnologias laboratoriais. O foco do estudo foi avaliar a satisfação dos clientes em relação ao serviço prestado pelo INCQS na área analítico-laboratorial.
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