AVALIAÇÃO DA SATISFAÇÃO DOS PACIENTES ATENDIDOS
EM UM HOSPITAL DE OLHOS DA CIDADE DE ARAGUAÍNA
EVALUATION OF SATISFACTION OF PATIENTS AT A HOSPITAL OF
EYES OF THE CITY OF ARAGUAÍNA
Airton A. P. Júnior !"#$%$&'(&)*!#!+!"+',+'-,%)*./&'0%1+23&2'+'4+"5%3"*'67*)%8,*,+' (94: )&!$*$&;*32$&!<%!3&2=*,>=?2
Ana Lúcia Brito dos Santos !"#$%$&'(&)*!#!+!"+',+'-,%)*./&'0%1+23&2'+'4+"5%3"*'67*)%8,*,+' (94: ,32+$&23**)*,+>3)*;@*)%8,*,+3$&1=+,%=?2 Resumo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alavras-chaves !U)2&?)@A-V!N)04%'(%&V!W6)+47)7%V!9(%'74/%'(-V!8-()+)$D Summary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eywords !U)2&?)02-'V!N)2%'(&V!W6)+4(YV!9Z%'7)'0%V!8-()+)$D
Introdução
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Fundamentação teórica
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X+'*)&2,&')&>'&"',*,&"'*12+"+!$*,&"'!&'p2JK)&'[j'+'(*?+8*'[jF'&?"+2H*G"+'5%+'>*3"',+'' ,&"'1*)3+!$+"'*H*83*>'&'*$+!,3>+!$&')&>'!&$*'>JR3>*F'&'5%+'2+12+"+!$*'\kFn}=
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Avaliação ?@"$'A"A/ Percentual
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Referências
_A^^90' g-(9F' c&/&' 43!C+32&' ,+i' 09d{A' p+2"&!' ,+=' Manual do Empreendedor: De micro a pequenas empresas.''^3&',+'c*!+32&t'b%*83$w>*2zF'Z[jZ=
VA^AeAg(-0F' p+2*8,&' ^=' VA^AeAg(-0F' V8J%,3*F' _cd^F' v+"8+w=' Administração e Qualidade: A D@+/,"BE)*A)&* /&"8)&='0/&'4*%8&t'a*z2&!'_&&z"F'jkk\=
VB Ae-g(A(9F' ,*8?+2$&='Teoria Geral da Administração=']'+,='^3&',+'c*!+32&'G'^ct'V*>1%"F'Z[[j=
7-` V 00 a9F'A!D+8&='Manual de Gestão Hospitalar do CQH='(*>?&2O'G'04t'9+"1'p2JK)*F'Z[[l=
79g( g-`-'cg 9^F's83!D+2='Administração Hospitalar='p&3W!3*'G'p9t'A_X^F'Z[[Z=
pA^e gF'X*H3,='6/,/$(!"$A)*"*?@"=!A"A/:*F."*G!&E)*H&4,"4I#!("*/*3).+/''J"='^3&',+'c*!+32&t' b%*83$w>*2zF'jkkZ=
aA`AphgG`9gX99F' p%"$*H&F' pA`g' a9^-^AF' ^3)*2,&F' 49g(hg' `Ae-^X-F' p*?23+8=' Administração Hospitalar='Z'+,='0/&'4*%8&t'4*!*>+23)*!*F'Z[[l=
aA^( g0F'X&>3!D&"='Administração Financeira Hospitalar='0/&'4*%8&'G'04t'A$8*"F'Z[[m=
a9``-^F'V8*%"='O lado Humano da Qualidade: Maximizando a Qualidade de Produtos Através de Desenvolvimento das Pessoas='0/&'4*%8&t'43&!+32*F'jkkZ=
0-e-^ g9F'A!$x!3&'c&*5%3>='K/4)A)=)#!"*A)*4,"<"=L)*(!/$M8()='ZZ'+,='0/&'4*%8&t'V&2$+IF'Z[[Z=
aA^VB-(( F'^=i'4^AX9F'4=B=a='F.*;)@,*+/="&*K/A!A"&*A/*D"'&N"BE)*A)*3)$&@.!A),. Revista de A,>3!3"$2*./&',+'->12+"*='Z[[j= B&u>*!F's='X=' '_*$+"&!F'c='-='p='6Z[[]:='O,!$(P+!)&*A/*.",Q/'$#*A/*&/,J!B)&:*()$(/!4)&R*/&4,"4I#!"&* e casos='0/&'4*%8&t'43&!+32*'(C&>"&!'`+*2!3!D= a&%$+88*F'V='6Z[[Z:='S!A/=!T"BE)*A/*3=!/$4/&*().)*A!N/,/$(!"=*3).+/''J)='X3"1&!EH+8'+>t C|1tqq1+)*,+>3""*&+H*$2*?*8C*2=K8+"=&2,12+""=)&>qZ[[\q[nq)%2"&GK,+83I*)*&=,&) s&$8+2F'4='6jkkn:='UA.!$!&4,"BE)*/*K",Q/'$#='6m+,:='0/&'4*%8&t'A$8*"= s&$8+2F'4='6Z[[[:='UA.!$!&4,"BE)*A/*K",Q/'$#='6j['+,:='\'2+3>12+""/&''(2*,%./&'_*IJ!'(+)!&8&D3*' +'`3!D%E"#)*i'2+H3"/&'$O)!3)*'A2/&'0*132&='0/&'4*%8&t'42+!#)+'B*88=
vC3$+8+wF'^3)C*2,'V='6jkk]:='U*/.+,/&"*4)4"=./$4/*J)=4"A"*+","*)*(=!/$4/:*A)*+="$/V"./$4)*W* ação='^3&',+'c*!+32&t'V*>1%"=
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