Basic Health Units services quality assessment through Kano and SERVQUAL models

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anderson Barbosa Lacerda ◽  
Augusto Sérgio da Silva Souza ◽  
Glycia Keylla Lucia Da Silva ◽  
Eduardo H. Malheiros De Azevedo ◽  
Fagner José Coutinho De Melo
Keyword(s):  
Public Health ◽  
Health Service ◽  
Quality Assessment ◽  
Assessment Tool ◽  
Public Health Service ◽  
Kano Model ◽  
Content Type ◽  
The Public ◽  
Basic Health ◽  
Basic Health Units

PurposeThe present research aims to evaluate the quality of services provided by the Basic Health Units (UBS) of the Unified Health System (SUS) located in the city of Recife, in the state of Pernambuco, Brazil, using the Kano model integrated with the dimensions of quality proposed by the service quality (SERVQUAL) model.Design/methodology/approachThe research was classified as bibliographic, descriptive, quantitative and surveyable. A structured questionnaire based on the Kano Model integrated with the dimensions of quality proposed by the SERVQUAL model, applied online through Google Forms. The questionnaires were distributed on social networks, obtaining a non-probabilistic sample of 120 individuals, collected for convenience.FindingsThrough the analysis of the Kano Model, it was possible to observe that all the investigated attributes are classified as one-dimensional. Among the attributes that deserve to be highlighted are attributes “Clean and pleasant environment”, “Reliability and security of information”, “Knowledge of employees to perform services”, “Service performed in the promised time”, “Polite and kind staff in dealing with users” and “Effectiveness of the service provided” due to having the longest intervals when considering the satisfaction and dissatisfaction coefficients, above 1.575. These attributes must be considered as critical priorities when implementing improvements, since their presence considerably increases users' satisfaction, as well as their absence generates great dissatisfaction.Originality/valueThe research is original and justified by the potential use of a quality assessment tool in the public health service, especially primary care. It is noteworthy that there are few works that integrate the Kano and SERVQUAL models applied in the public health service and that this integration can contribute to the national and international literature, mainly in the identification and prioritization of areas for improvement.

Programs of the Cancer Control Program—U. S. Public Health Service

PEDIATRICS ◽  
1967 ◽  
Vol 40 (3) ◽  
pp. 527-528
Author(s):  
Charles J. A. Schulte
Keyword(s):  
Public Health ◽  
Cervical Cancer ◽  
Health Service ◽  
Public Health Service ◽  
Environmental Control ◽  
Cancer Control ◽  
Control Program ◽  
The United States ◽  
The Public ◽  
Cancer Control Program

ON JANUARY 1, 1967, the Cancer Control Program will become part of the National Center for Chronic Disease Control within the Public Health Service's new Bureau of Disease Prevention and Environmental Control. Our primary mission is to stimulate and encourage the application of currently available techniques of cancer prevention, cancer detection, and cancer control to the community at the grass roots level. If this will be the case after the reorganization remains to be seen. Figure 1 shows the new organization of the Public Health Service. By way of illustration, I think it would be well to briefly outline a few of our activities. An area of heavy emphasis has been the use of the Papanicolaou smears for cervical cancer control. These programs have been responsible for developing certified cytotechnology training schools, supporting and training large numbers of cytotechnicians. In addition, we are supporting some 90 hospital-based cervical cancer screening projects across the country. A program to encourage the general practitioner to screen his private patients in the office is jointly sponsored by the American Academy of General Practice and the Cancer Control Program. The very grave problem in the United States of smoking and carcinoma of the lung is the major responsibility of tile National Clearinghouse for Smoking and Health, a part of the Division of Chronic Diseases which developed out of the Cancer Control Program. We are engaged in a number of developmental projects, such as the flexible fiber optic proctosigmoidoscope. We hope to be able to produce a proctosigmoidoscope that will reach the splenic flexure.

Letters to the Editor

PEDIATRICS ◽  
1967 ◽  
Vol 40 (4) ◽  
pp. 691-693
Author(s):  
STARKEY D. DAVIS ◽  
RALPH J. WEDGWOOD
Keyword(s):  
Public Health ◽  
Placebo Group ◽  
Health Service ◽  
Excess Mortality ◽  
Public Health Service ◽  
Letters To The Editor ◽  
The Public ◽  
Mental Hospitals ◽  
The One ◽  
Isoniazid Prophylaxis

Dr. Yerushalmy points out the excess mortality in the isoniazid pupulation in two trials: contacts of new cases and patients in mental hospitals. He failed to mention that the Public Health Service has conducted five other isoniazid prophylaxis trials (Table I). In the six trials listed, excluding the one in institutions, the isoniazid groups had more deaths in three trials, the placebo group had more deaths in two trials, and in one trial the number of deaths in each group was equal.

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