Patient involvement in quality management of healthcare services

摘要

Objective: To identify the stage of patient involvement in quality and safety improvement programs in Brazilian healthcare institutions. Methods: A quantitative approach with 141 institutions located in 18 states and the Federal District, using an assessment survey from February to May of 2016. Data collection occurred via a questionnaire on the Web, using the SurveyMonkey?? online survey & questionnaire software. The questionnaire included questions to characterize the institutions and respondents, and seven questions related to the participation of patients in the quality management process. Results: The activities performed by most of the institutions were a??patient satisfaction surveysa?? and a??formal process for communication with patients regarding their questions, suggestions and complaintsa??. The mean number of activities performed was 3.84 out of the seven activities evaluated. Conclusion: Assuming a scale from 0 to 3, approximately 70% of the institutions were classified between stage 0 (patient is not involved) and 1 (participation in evaluation of the quality goals).