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Perception of the Hospital Nutrition Service by Internal Clients: Example of the Results Obtained in the Area of Production of Pediatric Formulas and Enteral Diets

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Food and Nutrition Sciences 2016年第2期7卷 67-73页

作者： Nancy Yukie Yamamoto Tanaka Edgard Monforte Merlo Carolina Ferreira Nicoletti Carla Barbosa Nonino Wilson Moraes Góes Roberta Novaes Fernando Fávero Júlio Sérgio Marchini Division of Nutrition and Dietetics Hospital das Cl&iacute nicas Faculty of Medicine of Ribeir&atilde o Preto University of S&atilde o Paulo S&atilde o Paulo Brasil Faculty of Economia e Administraç ã o of Ribeirã o Preto University of S&atilde o Paulo S&atilde o Paulo Brasil Department of Internal Medicine Faculty of Medicine of Ribeir&atilde o Preto University of S&atilde o Paulo S&atilde o Paulo Brasil Center of Information and Analysis Hospital das Cl&iacute nicas Faculty of Medicine of Ribeir&atilde o Preto University of S&atilde o Paulo S&atilde o Paulo Brasil

Aim: Client perception was important to indicate points requiring interventions or adjustments and to permit refinement of the services offered. This study aimed to determine the perception of internal clients regarding the quality of the service after integrating these items into the system of electronic prescription. Methods: We applied a questionnaire elaborated based on the SERVQUAL about the five dimensions of service quality (tangibility, reliability, responsiveness, safety, and empathy) with adaptation of the four-point Likert scale, ranging from “I fully disagree” to “I fully agree”. Results: The instrument was applied to 138 professionals, with a 56% return. Analysis revealed that the strong points were related to tangibility, safety and empathy, while the aspects related to reliability showed a lower score regarding time of delivery, occurrences and waste, and those related to responsiveness showed a lower score regarding service to be provided in a timely manner. The Cronbach Alpha Coefficient indicated that the investigation had a high degree of consistency and that the results could be considered reliable. Conclusion: Application of the adapted SERVQUAL questionnaire revealed that the perception of internal clients about the five quality dimensions after the changes made and provided valuable information for the scoring of aspects that still needed adjustment to improve interventions.

关键词： Nutrition Hospital Service electronic prescription Internal Clients Quality of Service Patient Care

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