A experiência do paciente em diferentes jornadas hospitalaresanálise dos atributos que mais influenciam a satisfação do paciente

Resumo

This study analyzes the variables that influence the Net Promoter Score (NPS) in the hospital context, from the perspective of Patient Experience. The research adopts a quantitative approach, based on observational data derived from patient experience surveys conducted in private hospitals in Brazil, covering different care journeys. The study employs logistic regression models, interpreted through Odds Ratios, to estimate the likelihood of a patient being classified as a “promoter” as a function of clinical, relational, operational, and structural attributes of the experience. The results indicate that the quality of clinical care, trust in the physician, and clarity of communication have an independent and central association with recommendation, while operational and structural attributes predominantly act as minimum expected conditions of care. Furthermore, the study highlights variations in the attributes associated with patient satisfaction across the different journeys analyzed, namely Emergency Department, Outpatient Care, Intensive Care Unit (ICU) hospitalization, and Inpatient Ward hospitalization. As a limitation, the analysis is based on observational data from a specific set of private hospitals. The study contributes by advancing the quantitative understanding of the attributes associated with patient satisfaction in the hospital context, offering relevant implications for patient experience management and healthcare marketing.

Ficha do documento

Tipo

Dissertação

Ano

2026

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/38810

Temas

TransportesSaúde

Palavras-chave

Experiência do pacienteRegressão logísticaExperiência hospitalarNPSNet Promoter ScoreOdds RatioPatient experienceLogistic regressionAdministração de empresasDoentes hospitalizadosAssistência hospitalar - AvaliaçãoSatisfação do consumidorODS 3: Saúde e bem-estar