{"id":1979,"date":"2018-01-21T15:30:55","date_gmt":"2018-01-21T18:30:55","guid":{"rendered":"https:\/\/blog.prodoctor.net\/?p=1979"},"modified":"2025-06-26T15:23:24","modified_gmt":"2025-06-26T18:23:24","slug":"pesquisa-de-satisfacao-do-paciente","status":"publish","type":"post","link":"https:\/\/prodoctor.net\/blog\/pesquisa-de-satisfacao-do-paciente\/","title":{"rendered":"Pesquisa de satisfa\u00e7\u00e3o do paciente: tudo o que voc\u00ea precisa fazer"},"content":{"rendered":"<p>Fazer uma\u00a0<strong>pesquisa de satisfa\u00e7\u00e3o<\/strong> com seus pacientes \u00e9 algo de suma import\u00e2ncia para o sucesso de seu neg\u00f3cio. Voc\u00ea j\u00e1 encontrou os seus pacientes com as nossas <a title=\"O consult\u00f3rio est\u00e1 montado. Como encontrar e conquistar os pacientes?\" href=\"https:\/\/prodoctor.net\/blog\/como-encontrar-e-conquistar-pacientes\/\" target=\"_blank\" rel=\"noopener noreferrer\">13 dicas para encontrar e conquistar seus pacientes<\/a>. Ent\u00e3o, agora precisa saber se eles est\u00e3o satisfeitos com o atendimento do seu consult\u00f3rio\/cl\u00ednica m\u00e9dica.<\/p>\n<p>O <strong>trabalho di\u00e1rio<\/strong> de um consult\u00f3rio\u00a0muitas vezes impossibilita ter uma vis\u00e3o clara sobre como os pacientes avaliam o atendimento. Isso vai\u00a0desde o primeiro contato com a secret\u00e1ria at\u00e9 o momento da consulta.<\/p>\n<p>As vis\u00f5es, tanto da secret\u00e1ria e do m\u00e9dico quanto dos pacientes, podem ser diferentes sobre a <strong>qualidade do servi\u00e7o <\/strong>prestado. Por isso, o ideal \u00e9 que periodicamente\u00a0<strong>seja realizada uma pesquisa de satisfa\u00e7\u00e3o<\/strong>\u00a0para estabelecer um relacionamento melhor do profissional com seus clientes.<\/p>\n<h2>Principal queixa dos pacientes em consult\u00f3rios e cl\u00ednicas<\/h2>\n<p>Ainda que os m\u00e9dicos acreditem que seus atendimentos come\u00e7am na hora agendada, este n\u00e3o \u00e9 o pensamento da imensa maioria deles. Muitos aguardam, se impacientam ou se irritam com os atrasos, obrigando a secret\u00e1ria a demonstrar habilidade para contornar maiores problemas.<\/p>\n<p>Leia tamb\u00e9m:<\/p>\n<ul>\n<li><a title=\"Cad\u00ea o doutor? Ele ainda n\u00e3o chegou? Tem muita gente na minha frente?\" href=\"https:\/\/prodoctor.net\/blog\/como-evitar-atraso-nas-consultas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Cad\u00ea o doutor? Ele ainda n\u00e3o chegou? Tem muita gente na minha frente?<\/a><\/li>\n<li><a title=\"A import\u00e2ncia da secret\u00e1ria no consult\u00f3rio e cl\u00ednica m\u00e9dica\" href=\"https:\/\/prodoctor.net\/blog\/a-importancia-da-secretaria-no-consultorio-e-clinica-medica\/\" target=\"_blank\" rel=\"noopener noreferrer\">A import\u00e2ncia da secret\u00e1ria no consult\u00f3rio e cl\u00ednica m\u00e9dica.<\/a><\/li>\n<\/ul>\n<p>Esta \u00e9 uma <strong>reclama\u00e7\u00e3o recorrente<\/strong>, sempre apontada como a <strong>principal dentre os pontos negativos nas avalia\u00e7\u00f5es<\/strong>.<\/p>\n<h2>Pesquisa de satisfa\u00e7\u00e3o do paciente: como implementar<\/h2>\n<h3>Metodologia<\/h3>\n<p>Antes de tudo, anote isto: muitos profissionais de marketing <strong>n\u00e3o recomendam<\/strong> que a pesquisa de satisfa\u00e7\u00e3o seja realizada no interior da cl\u00ednica. Todavia, n\u00e3o \u00e9 recomendado que seja feita se o paciente estiver <strong>aguardando ser chamado<\/strong> ou entre um exame e outro.<\/p>\n<p>Al\u00e9m de sua poss\u00edvel <strong>irrita\u00e7\u00e3o com a demora<\/strong>, \u00e9 importante levar em conta sua ansiedade. Al\u00e9m disso, o paciente pode <strong>ter pressa<\/strong> para resolver outros problemas, precisando ir a outros estabelecimentos ou retornar para casa.<\/p>\n<p>Assim, a <strong>forma mais aconselh\u00e1vel<\/strong> para este trabalho \u00e9 restabelecer o contato conforme o paciente considerar mais agrad\u00e1vel. Pode ser atrav\u00e9s da plataforma que o paciente indicar e no hor\u00e1rio adequado, como o telefone.<\/p>\n<h3>Question\u00e1rio<\/h3>\n<p>Ao <strong>formular as perguntas<\/strong>, o ideal \u00e9 que estas <strong>sejam as mais objetivas poss\u00edveis.<\/strong>\u00a0Dessa maneira, fica f\u00e1cil obter uma resposta sobre a realidade do atendimento. \u00c9 importante que as quest\u00f5es\u00a0<strong>sejam claras, curtas<\/strong> e <strong>f\u00e1ceis de responder<\/strong>.<\/p>\n<p>Fazer por fazer n\u00e3o significa nada. Se a realiza\u00e7\u00e3o da pesquisa de satisfa\u00e7\u00e3o dos pacientes cria um conjunto de informa\u00e7\u00f5es capazes de <strong>promover melhorias<\/strong> no atendimento, \u00e9 importante que as a\u00e7\u00f5es corretivas sejam implementadas de imediato.<\/p>\n<p>Se isto acontecer, o paciente reconhecer\u00e1 a\u00a0<strong>preocupa\u00e7\u00e3o do m\u00e9dico<\/strong> em prestar um servi\u00e7o com foco na <strong>qualidade do atendimento<\/strong>.<\/p>\n<p>Algumas poss\u00edveis perguntas:<\/p>\n<ol>\n<li>O tempo de espera para a consulta foi dentro do esperado?<\/li>\n<li>O ambiente do consult\u00f3rio\/cl\u00ednica te passou a sensa\u00e7\u00e3o de conforto, limpeza e seguran\u00e7a?<\/li>\n<li>A secret\u00e1ria foi simp\u00e1tica e sol\u00edcita?<\/li>\n<li>O m\u00e9dico forneceu informa\u00e7\u00e3o detalhada sobre seus sintomas e formas de tratamento?<\/li>\n<li>O m\u00e9dico soube ouvir, responder e esclarecer seus questionamentos durante o transcorrer da consulta?<\/li>\n<li>Voc\u00ea indicaria o m\u00e9dico a outras pessoas?<\/li>\n<\/ol>\n<p>Ou ent\u00e3o, fa\u00e7a somente <strong>uma pergunta<\/strong>: <em>&#8220;Em uma escala de 0 a 10, o quanto voc\u00ea indicaria nosso servi\u00e7o para um amigo ou familiar?<\/em>&#8220;. Veja mais abaixo sobre o <strong>M\u00e9todo NPS<\/strong>.<em><strong><br \/><\/strong><\/em><\/p>\n<h3>M\u00e9todo NPS<\/h3>\n<p>Com o prop\u00f3sito de <strong>avaliar o grau de satisfa\u00e7\u00e3o e fidelidade<\/strong> dos consumidores de qualquer tipo de empresa, a <a href=\"https:\/\/www.harvard.edu\/\"><strong>Universidade de Harvard<\/strong><\/a> (Estados Unidos) desenvolveu a metodologia <strong>Net Promoter Score (NPS)<\/strong>.<\/p>\n<p>O trabalho teve origem no in\u00edcio dos anos 2000, quando o norte-americano <strong>Fred Reichheld<\/strong> publicou um artigo na <strong>Harvard Business Review<\/strong>. Ele j\u00e1 estudava o tema, aplicou a t\u00e9cnica que foi aperfei\u00e7oando e acrescentou os conhecimentos neste m\u00e9todo de avalia\u00e7\u00e3o. Dessa forma, ele\u00a0percebeu que poderia ser \u00fatil para v\u00e1rios tipos de neg\u00f3cio.<\/p>\n<h4>Apenas 1 pergunta!<\/h4>\n<p>O processo consiste em aplicar apenas uma pergunta: \u201c<em>Em uma escala de 0 a 10, o quanto voc\u00ea indicaria nosso servi\u00e7o para um amigo ou familiar?<\/em>\u201d<\/p>\n<p>A partir das notas dadas pelos pacientes, a empresa ter\u00e1 como verificar o <strong>grau de satisfa\u00e7\u00e3o<\/strong> do seu p\u00fablico.\u00a0Desta forma, poder\u00e1\u00a0ent\u00e3o interpretar os dados e determinar o perfil conforme tr\u00eas n\u00edveis distintos.<\/p>\n<h4>Significados das notas<\/h4>\n<ul>\n<li><strong>10 e 9:<\/strong> referem-se aos denominados\u00a0<strong>Pacientes Promotores<\/strong>, que estariam inteiramente prontos para recomendar o atendimento. S\u00e3o considerados <strong>leais <\/strong>e a sua indica\u00e7\u00e3o para terceiros est\u00e1 diretamente ligada ao crescimento do neg\u00f3cio.<\/li>\n<li><strong>8 e 7<\/strong>: est\u00e3o ligadas aos chamados <strong>Pacientes Neutros<\/strong>, tidos como <strong>indiferentes <\/strong>e que poderiam ser facilmente convencidos por concorrentes. S\u00e3o pessoas que recomendariam os servi\u00e7os, mas que fariam ressalvas a qualquer tipo de falha no atendimento.<\/li>\n<li><strong>6 a 0<\/strong>: englobam os <strong>Pacientes Detratores<\/strong>, aqueles que jamais recomendariam a empresa e que poderiam ser uma pedra no seu sapato. Frustrados com alguma falha no atendimento, demonstrariam sua insatisfa\u00e7\u00e3o com reclama\u00e7\u00f5es p\u00fablicas, podendo prejudicar a imagem de uma empresa.<\/li>\n<\/ul>\n<h4>Zonas de Satisfa\u00e7\u00e3o<\/h4>\n<p>O estudo feito pela <strong>Universidade de Harvard<\/strong> permite a cria\u00e7\u00e3o de um extenso banco de dados com as notas conferidas pelos pacientes. Com isto, possibilita a aplica\u00e7\u00e3o de um c\u00e1lculo para estabelecer as <strong>Zonas de Satisfa\u00e7\u00e3o<\/strong> e a\u00ed voc\u00ea saber\u00e1 exatamente em qual delas seu consult\u00f3rio ou sua cl\u00ednica est\u00e1 colocado.<\/p>\n<p>O <strong>NPS<\/strong> \u00e9 calculado subtraindo o percentual de <strong>Detratores<\/strong> do percentual de <strong>Promotores<\/strong> e os resultados variam de -100 a 100, com o seguinte enquadramento:<\/p>\n<ul>\n<li>Entre 75 e 100: Zona de Excel\u00eancia;<\/li>\n<li>Entre 50 e 75: Zona de Qualidade;<\/li>\n<li>Entre 0 e 50: Zona de Aperfei\u00e7oamento;<\/li>\n<li>Entre -100 e 0: Zona Cr\u00edtica.<\/li>\n<\/ul>\n<h4>Aplica\u00e7\u00e3o do NPS<\/h4>\n<p>A pesquisa poder\u00e1 ser aplicada de v\u00e1rias formas. Se for escolhido o m\u00e9todo digital, basta deixar um <strong>tablet<\/strong> na recep\u00e7\u00e3o com um <strong>aplicativo<\/strong> que permita fazer o registro dos dados. Tamb\u00e9m poder\u00e1 ser enviada aos pacientes por <strong>e-mail<\/strong> e at\u00e9 por mensagem de celular.<\/p>\n<p>Al\u00e9m disso, pode-se adotar o procedimento presencial, com a utiliza\u00e7\u00e3o do <strong>formul\u00e1rio impresso<\/strong> em papel.<\/p>\n<p>O fato de ser uma pergunta bastante objetiva favorece a ades\u00e3o dos pacientes \u00e0 pesquisa e, por oferecer dados simples, a agilidade na an\u00e1lise dos dados tamb\u00e9m favorece quem est\u00e1 aplicando o NPS.<\/p>\n<h4>Resultados<\/h4>\n<p>Os resultados das pesquisas n\u00e3o s\u00e3o para simples arquivamento, mas destinam-se \u00e0 an\u00e1lise e \u00e0 elabora\u00e7\u00e3o de estrat\u00e9gias para melhorar o atendimento, providenciando as mudan\u00e7as sugeridas.<\/p>\n<p>A continuidade de aplica\u00e7\u00e3o do m\u00e9todo \u00e9 fundamental para que os servi\u00e7os tenham sempre um anteparo de avalia\u00e7\u00e3o para evoluir sempre.<\/p>\n<h3>A\u00e7\u00f5es p\u00f3s-pesquisa &#8211;\u00a0 O que fazer com os resultados da pesquisa de satisfa\u00e7\u00e3o dos pacientes?<\/h3>\n<p>Al\u00e9m da <strong>pesquisa de satisfa\u00e7\u00e3o dos pacientes<\/strong>, o consult\u00f3rio poder\u00e1 divulgar o trabalho de seus profissionais investindo na <strong>publica\u00e7\u00e3o de informativos peri\u00f3dicos<\/strong>. Ter\u00e1, ent\u00e3o, <strong>oportunidade e conte\u00fado para abordar os principais pontos revelados na pesquisa de satisfa\u00e7\u00e3o<\/strong>.<\/p>\n<p>Os pacientes poder\u00e3o <strong>receber as not\u00edcias em sua casa<\/strong>, al\u00e9m dos <strong>impressos colocados na recep\u00e7\u00e3o do consult\u00f3rio<\/strong>. Os gr\u00e1ficos resultantes da pesquisa poder\u00e3o ser afixados em um quadro, com acesso para todos os pacientes e funcion\u00e1rios.<\/p>\n<p>Outros detalhes importantes a serem observados: a\u00a0<strong>confirma\u00e7\u00e3o de consultas<\/strong>, lembretes ou avisos de atrasos ou cancelamentos e o fornecimento de informa\u00e7\u00f5es claras e inequ\u00edvocas no agendamento de consultas e exames.<\/p>\n<p>Por fim, \u00e9 importante que o m\u00e9dico esteja afinado com sua equipe de trabalho. Tamb\u00e9m \u00e9 importante <strong>analisar os pontos<\/strong> revelados na pesquisa, solicitando que cada um fa\u00e7a sugest\u00f5es de melhoria.<\/p>\n\n<style>.kb-row-layout-id1979_ee7b09-58 > .kt-row-column-wrap{align-content:start;}:where(.kb-row-layout-id1979_ee7b09-58 > .kt-row-column-wrap) > .wp-block-kadence-column{justify-content:start;}.kb-row-layout-id1979_ee7b09-58 > .kt-row-column-wrap{column-gap:var(--global-kb-gap-md, 2rem);row-gap:var(--global-kb-gap-md, 2rem);padding-top:var(--global-kb-spacing-sm, 1.5rem);padding-bottom:var(--global-kb-spacing-sm, 1.5rem);grid-template-columns:minmax(0, 1fr);}.kb-row-layout-id1979_ee7b09-58 > .kt-row-layout-overlay{opacity:0.30;}@media all and (max-width: 1024px){.kb-row-layout-id1979_ee7b09-58 > .kt-row-column-wrap{grid-template-columns:minmax(0, 1fr);}}@media all and (max-width: 767px){.kb-row-layout-id1979_ee7b09-58 > .kt-row-column-wrap{grid-template-columns:minmax(0, 1fr);}}<\/style><div class=\"kb-row-layout-wrap 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.kb-image-is-ratio-size{flex-grow:1;}}@media all and (max-width: 767px){.kt-row-column-wrap > .kadence-column1979_ec935b-e7{align-self:center;}.kt-inner-column-height-full:not(.kt-has-1-columns) > .wp-block-kadence-column.kadence-column1979_ec935b-e7{align-self:auto;}.kt-inner-column-height-full:not(.kt-has-1-columns) > .wp-block-kadence-column.kadence-column1979_ec935b-e7 > .kt-inside-inner-col{align-items:center;}.kadence-column1979_ec935b-e7 > .kt-inside-inner-col{flex-direction:row;flex-wrap:wrap;justify-content:flex-start;justify-content:center;}.kadence-column1979_ec935b-e7 > .kt-inside-inner-col > *, .kadence-column1979_ec935b-e7 > .kt-inside-inner-col > figure.wp-block-image, .kadence-column1979_ec935b-e7 > .kt-inside-inner-col > figure.wp-block-kadence-image{margin-top:0px;margin-bottom:0px;}.kadence-column1979_ec935b-e7 > .kt-inside-inner-col > .kb-image-is-ratio-size{flex-grow:1;}}<\/style>\n<div class=\"wp-block-kadence-column kadence-column1979_ec935b-e7 kb-section-dir-horizontal banner-ebook\"><div class=\"kt-inside-inner-col\"><style>.wp-block-kadence-image.kb-image1979_18721c-8a:not(.kb-specificity-added):not(.kb-extra-specificity-added){margin-top:-40px;}.kb-image1979_18721c-8a.kb-image-is-ratio-size, .kb-image1979_18721c-8a .kb-image-is-ratio-size{max-width:130px;width:100%;}.wp-block-kadence-column > .kt-inside-inner-col > .kb-image1979_18721c-8a.kb-image-is-ratio-size, .wp-block-kadence-column > .kt-inside-inner-col > .kb-image1979_18721c-8a .kb-image-is-ratio-size{align-self:unset;}.kb-image1979_18721c-8a{max-width:130px;}.image-is-svg.kb-image1979_18721c-8a{-webkit-flex:0 1 100%;flex:0 1 100%;}.image-is-svg.kb-image1979_18721c-8a img{width:100%;}.kb-image1979_18721c-8a .kb-image-has-overlay:after{opacity:0.3;}<\/style>\n<figure class=\"wp-block-kadence-image kb-image1979_18721c-8a size-full image-is-svg\"><a href=\"https:\/\/prodoctor.net\/blog\/wp-content\/uploads\/2018\/01\/10-erros-mais-comuns-ao-abrir-seu-consultorio.svg\" class=\"kb-advanced-image-link\"><img decoding=\"async\" src=\"https:\/\/prodoctor.net\/blog\/wp-content\/uploads\/2018\/01\/10-erros-mais-comuns-ao-abrir-seu-consultorio.svg\" alt=\"\" class=\"kb-img wp-image-31466\"\/><\/a><\/figure>\n\n\n<style>.kadence-column1979_7f49c4-f2{max-width:321px;margin-left:auto;margin-right:auto;}.wp-block-kadence-column.kb-section-dir-horizontal:not(.kb-section-md-dir-vertical)>.kt-inside-inner-col>.kadence-column1979_7f49c4-f2{-webkit-flex:0 1 321px;flex:0 1 321px;max-width:unset;margin-left:unset;margin-right:unset;}.kadence-column1979_7f49c4-f2 > .kt-inside-inner-col,.kadence-column1979_7f49c4-f2 > .kt-inside-inner-col:before{border-top-left-radius:0px;border-top-right-radius:0px;border-bottom-right-radius:0px;border-bottom-left-radius:0px;}.kadence-column1979_7f49c4-f2 > .kt-inside-inner-col{column-gap:var(--global-kb-gap-sm, 1rem);}.kadence-column1979_7f49c4-f2 > .kt-inside-inner-col{flex-direction:column;}.kadence-column1979_7f49c4-f2 > 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kb-section-dir-vertical\"><div class=\"kt-inside-inner-col\"><style>.wp-block-kadence-advancedheading.kt-adv-heading1979_14a39c-86, .wp-block-kadence-advancedheading.kt-adv-heading1979_14a39c-86[data-kb-block=\"kb-adv-heading1979_14a39c-86\"]{font-size:1.5rem;line-height:2rem;font-weight:500;font-style:normal;text-transform:none;}.wp-block-kadence-advancedheading.kt-adv-heading1979_14a39c-86 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading1979_14a39c-86[data-kb-block=\"kb-adv-heading1979_14a39c-86\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading1979_14a39c-86 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading1979_14a39c-86[data-kb-block=\"kb-adv-heading1979_14a39c-86\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h4 class=\"kt-adv-heading1979_14a39c-86 wp-block-kadence-advancedheading has-theme-palette-9-color has-text-color\" data-kb-block=\"kb-adv-heading1979_14a39c-86\"><strong>10 erros mais comuns<br>ao abrir seu consult\u00f3rio<\/strong><\/h4>\n\n\n\n<p class=\"has-theme-palette-9-color has-text-color has-link-color wp-elements-00f1840da28f259779b9e862a353c336\">Siga os passos e evite problemas ao abrir seu consult\u00f3rio ou cl\u00ednica m\u00e9dica!<\/p>\n\n\n<style>.wp-block-kadence-advancedbtn.kb-btns1979_65bb28-2d{gap:var(--global-kb-gap-xs, 0.5rem );justify-content:flex-start;align-items:center;}.kt-btns1979_65bb28-2d .kt-button{font-weight:normal;font-style:normal;}.kt-btns1979_65bb28-2d .kt-btn-wrap-0{margin-right:5px;}.wp-block-kadence-advancedbtn.kt-btns1979_65bb28-2d .kt-btn-wrap-0 .kt-button{color:#555555;border-color:#555555;}.wp-block-kadence-advancedbtn.kt-btns1979_65bb28-2d .kt-btn-wrap-0 .kt-button:hover, .wp-block-kadence-advancedbtn.kt-btns1979_65bb28-2d .kt-btn-wrap-0 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Voc\u00ea&#8230;<\/p>\n","protected":false},"author":1,"featured_media":19717,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kadence_starter_templates_imported_post":false,"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[412],"tags":[],"class_list":["post-1979","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gestao-de-clinicas-e-consultorios"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Satisfa\u00e7\u00e3o do paciente: como aplicar pesquisas e melhorar o atendimento<\/title>\n<meta name=\"description\" content=\"Pesquisa de satisfa\u00e7\u00e3o do paciente. \u00c9 importante saber se seus pacientes est\u00e3o satisfeitos. 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