Patient Satisfaction of Brazilian Military Health-Care System: An Exploratory Study by Multivariate Analysis

Ari Melo-Mariano (), Simone Borges Simão Monteiro (), Ronaldo Rodrigues Pacheco and Marcelo Ladeira ()
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Ari Melo-Mariano: University of Brasília, Production Engineering Department, DataLab, University Campus Darcy Ribeiro
Simone Borges Simão Monteiro: University of Brasília, Production Engineering Department, DataLab, University Campus Darcy Ribeiro
Ronaldo Rodrigues Pacheco: University of Brasília, Production Engineering Department, DataLab, University Campus Darcy Ribeiro
Marcelo Ladeira: University of Brasília, University Campus Darcy Ribeiro

A chapter in State of the Art in Partial Least Squares Structural Equation Modeling (PLS-SEM), 2023, pp 475-488 from Springer

Abstract: Abstract The objective of this chapter is to identify priority actions to improve the overall satisfaction of services provided in the military hospitals. Furthermore, this chapter aims to design the relationship between services provided and overall customer satisfaction to measure the degree of correlation between these variables. This chapter is defined as an exploratory study, being the first to assess the satisfaction of clients of the military health-care system of 54 units from all Brazilian states and its Federal District. The sample includes data from 2510 patients, mostly men (93%), collected by a questionnaire in a longitudinal period of the last 3 years. The research results indicate that the proposed model can explain a significant percentage of the overall patient satisfaction (56%), besides explaining the satisfaction with medical services (47%) and dental services (27.8%). Finally, the prioritized steps for investments are proposed, aiming to improve the overall patient satisfaction. Most of the actions to be implemented are directed to humanization in patient care, from the moment they arrive at the hospital to the medical appointment.

Keywords: PLS-SEM; Patient satisfaction; Service; Health-care; Military; Multivariate analysis; Structural equation model (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-34589-0_36

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DOI: 10.1007/978-3-031-34589-0_36

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