Avaliação da qualidade dos serviços pré-operatórios em consultório de anestesiologia

Abstract

At the present competitive environment, the anesthesiology should manage his clinic as a supply service organization. This work presents a model of the quality valuation of the anesthesiology service, which uses the concept of the SERVQUAL. The valuation that gives possibility of identification of the strong points and opportunities of making better quality in service at the anesthesiology clinics. The indicative model of performance permits an appropriated management of the clinic. The model was applied in an anesthesiology clinic in Itajubá/MG, with the objective of demonstrating the possibility of the proposal.