Avaliação da qualidade no atendimento de emergência em um hospital municipal de Campos dos Goytacazes

This article shows the results of a survey with some patients and employees in a general hospital in the municipality of Campos dos Goytacazes, the objective was to know about the quality of services offered to people and their level of satisfaction about emergency services that hospital. 318 questionnaires were answered by the users, considering general aspects and the various stages of the process (reception, care, nursing, clinical care, laboratory and diagnostic imaging). The information was collected in three months, October, November and December, in 2012. It was presented the means and standard errors overall and by sector. In general the quality of the services offered was considered regular almost entirely, this means that some improvements, structural and training of staff, are necessary. The criteria evaluated that generate higher degree of dissatisfaction were: “comfort”, “medical care” and “patience”, all of them with means below the considered regular, which shows the low quality of services offered by the hospital analyzed.