Research Article
Volume 3 Issue 6 - 2021
Customer Satisfaction and Experience: Perceptions of Users of an Infusion Clinic in Minas Gerais and the Impact of this Tool for Management and Decision Making
Natália Soares Melo1* and Paloma Vilas Boas dos Santos Chaves Pereira2
1Enfermeira, Especializada em Qualidade e Segurança pela Fundação Oswaldo Cruz (FIOCRUZ), Especialista em Gestão em Saúde pela PUC Minas, Analista do setor do Apoio Assistencial de Auditoria de Prontuários no Hospital Santa Casa de Misericórdia de Belo Horizonte, Analista de referência do Centro de Especialidades Médicas (CEM) do Grupo Santa Casa de Belo Horizonte, Auditora Interna da ISO 9001: 2015, Professora dos cursos lato sensu no Instituto de Ensino e Pesquisa do Grupo Santa Casa de Belo Horizonte, Brazil
2Discente do programa de Pós Graduação Lato Sensu da Santa Casa de Misericórdia de Belo Horizonte, do Curso de Especialização em Gestão e Saúde e Auditoria, Brazil
*Corresponding Author: Natália Soares Melo, Enfermeira, Especializada em Qualidade e Segurança pela Fundação Oswaldo Cruz (FIOCRUZ), Especialista em Gestão em Saúde pela PUC Minas, Analista do setor do Apoio Assistencial de Auditoria de Prontuários no Hospital Santa Casa de Misericórdia de Belo Horizonte, Analista de referência do Centro de Especialidades Médicas (CEM) do Grupo Santa Casa de Belo Horizonte, Auditora Interna da ISO 9001: 2015, Professora dos cursos lato sensu no Instituto de Ensino e Pesquisa do Grupo Santa Casa de Belo Horizonte, Brazil.
Received: January 08, 2021; Published: May 27, 2021


Objective: To evaluate the perception of users of an immunobiological drug infusion clinic in Belo Horizonte, Minas Gerais, regarding the use of satisfaction survey as a tool for process improvement.

Method: This is a descriptive research with a qualitative approach conducted in an Infusion Clinic located in Belo Horizonte, Minas Gerais. The study participants were twelve patients undergoing treatment at the clinic, 36% female and 64% male, aged 35 to 73 years and with treatment time between 2 days to 5 years. The semi-structured interview with subsequent thematic analysis was used as data collection technique.

Results: It was evidenced that the research participants are aware of the importance of applying tools to evaluate their satisfaction, which is often associated with the quality and safety of health professionals' care. The patient's behavior as an active subject in their care and able to perceive the environment in which they are being treated, make suggestions and complaints about quality and safety, puts them as actors of change in health institutions. We realize the importance of establishing criteria and tools for customer satisfaction and experience assessment, in addition to ensuring an effective form of communication with the user, to be able to generate results and changes in the institutions, since the concern of users is more associated with improvements in care or change actions than in the return of complaints.

Concluding Remarks: More health research is needed to assess clients' perceptions of management tools and their outcomes for quality care and delivery. The involvement and interest of the team, the client's and family's participation in their healing/rehabilitation process contribute significantly to qualified care and the application of quality management tools.

Keywords: Satisfaction; Infusions; Institution; Patients


  1. National Health Agency. Monitoring of the manifestation of the client: evaluation of complaints and suggestions (2012).
  2. Costa AC., et al. “Satisfaction of patients with Chagas disease treated by a pharmaceutical care service in the state of Ceará, Brazil. Science”. Public Health5 (2018): 1483-1494.
  3. Morais AS., et al. “Qualidade e avaliação em saúde: publicações em periódicos de enfermagem no last two decades”. Universitätsbibliothek Nursing Journal 3 (2008): 404-409.
  4. Bonato V. “Health quality management: improving customer care”. Review of World Health Organization 5 (2011): 319-331.
  5. Vaitsman J and Andrade GRB. “Satisfaction and responsiveness: ways to measure the quality and humanization of health care”. Science Collective Health3 (2005): 599-613.
  6. Halal IS Sparrenberger F., et al. “Customer satisfaction in the evaluation of nursing care”. Revista Brasileira de Epidemiologia Sickness 4 (2006): 548-551.
  7. Schmidt S M S., et al. “Analysis of user satisfaction in a university hospital”. Health in Debate101 (2014): 305-317.
  8. Adami NP., et al. “Nursing care structure and process for cancer patients”. Revista Brasileira de Epidemiologia Sickness 4 (1997): 551-568.
  9. Milan GS and Trez G. “Satisfaction survey: a model for health plans”. SAR Electron2 (2005).
  10. Earth DR and Bersaneti FT. “Hospital accreditation and its impacts on good practices in health services The World of Health”. São Paulo 41.1 (2019): 11-17.
  11. Lion NCA., et al. “Anais do IV SINGEP - São Paulo - SP - Brazil - 08, 09 and 10/11/2015. Implementation of a system to monitor customer satisfaction with the quality of care processes and services: analysis of a hospital institution in Maceió/AL (2015).
  12. Rufino FB and Ciribei JP. “The application of the Net Promoter Score (NPS) methodology at Governador Ozanam Coelho College (FAGOC) as an institutional evaluation tool (2018).
  13. Minayo MC. “Qualitative analysis: theory, steps and reliability”. Science Health 3 (2019): 621-626.
  14. Mitre J. “Fundação Getúlio Vargas. FGV Digital Library. Customer satisfaction as a starting point to increase the competitiveness of a specialized hospital (2018).
  15. Almeida CD. “Analysis of the level of customer satisfaction of the company Eletrolar electrohome and electronics. Work of Completion of Business Administration Course, University of the Extreme South Santa Catarina”. UNESC (2018).
  16. Souza DS., et al. “Analysis of the satisfaction of users treated in the emergency room of a public hospital in the Federal District, Completion Work Of Course University Center of the Central Plateau Apparecido dos Santos”. Faculty of Nursing (2014).
  17. Cecagno D., et al. “Worker of nursing: collaborating agent in the fulfillment of the institutional mission”. Revista Brasileira de Epidemiologia Sickness 1 (2005): 22-26.
  18. Cavalli E and Sousa L. “A reduction of quality problems through the use of consumer complaint data: descriptive study in cosmetic industry. Course Completion Work - Federal Technological University of Paraná”. Curitiba (2013).
  19. Castro Dl., et al. “Descriptive study on the use of WhatsApp and e-mail as advertising communication tools”. Electronic Magazine 01 (2018): 2018.
  20. Campos RM., et al. “Analysis of the impacts of complaints on customer satisfaction and loyalty: study in a healthcare company”. UNIFACS Magazines (2015).
  21. Freitas H., et al. “Use of the Internet in the data analysis research process” (2004).
  22. Castro HC De O., et al. “Satisfação dos Usuários do Sistema Único de Saúde (SUS)”. Revista Sociedade em Debate02 (2008).
  23. Rodrigues KC. “A era of patients' experience”. GV Executive Magazine Knowledge and impact in management” 18.01 (2019).
  24. Oliveira EA., et al. “O Net Promoter Score (NPS) as a way to measure customer satisfaction: O Caso Viana and Moura Construções”. Revista Interfaces de Saberes01 (2015).
Citation: Natália Soares Melo and Paloma Vilas Boas dos Santos Chaves Pereira. “Customer Satisfaction and Experience: Perceptions of Users of an Infusion Clinic in Minas Gerais and the Impact of this Tool for Management and Decision Making”. EC Nursing and Healthcare 3.6 (2021): 01-09.

PubMed Indexed Article

EC Pharmacology and Toxicology
LC-UV-MS and MS/MS Characterize Glutathione Reactivity with Different Isomers (2,2' and 2,4' vs. 4,4') of Methylene Diphenyl-Diisocyanate.

PMID: 31143884 [PubMed]

PMCID: PMC6536005

EC Pharmacology and Toxicology
Alzheimer's Pathogenesis, Metal-Mediated Redox Stress, and Potential Nanotheranostics.

PMID: 31565701 [PubMed]

PMCID: PMC6764777

EC Neurology
Differences in Rate of Cognitive Decline and Caregiver Burden between Alzheimer's Disease and Vascular Dementia: a Retrospective Study.

PMID: 27747317 [PubMed]

PMCID: PMC5065347

EC Pharmacology and Toxicology
Will Blockchain Technology Transform Healthcare and Biomedical Sciences?

PMID: 31460519 [PubMed]

PMCID: PMC6711478

EC Pharmacology and Toxicology
Is it a Prime Time for AI-powered Virtual Drug Screening?

PMID: 30215059 [PubMed]

PMCID: PMC6133253

EC Psychology and Psychiatry
Analysis of Evidence for the Combination of Pro-dopamine Regulator (KB220PAM) and Naltrexone to Prevent Opioid Use Disorder Relapse.

PMID: 30417173 [PubMed]

PMCID: PMC6226033

EC Anaesthesia
Arrest Under Anesthesia - What was the Culprit? A Case Report.

PMID: 30264037 [PubMed]

PMCID: PMC6155992

EC Orthopaedics
Distraction Implantation. A New Technique in Total Joint Arthroplasty and Direct Skeletal Attachment.

PMID: 30198026 [PubMed]

PMCID: PMC6124505

EC Pulmonology and Respiratory Medicine
Prevalence and factors associated with self-reported chronic obstructive pulmonary disease among adults aged 40-79: the National Health and Nutrition Examination Survey (NHANES) 2007-2012.

PMID: 30294723 [PubMed]

PMCID: PMC6169793

EC Dental Science
Important Dental Fiber-Reinforced Composite Molding Compound Breakthroughs

PMID: 29285526 [PubMed]

PMCID: PMC5743211

EC Microbiology
Prevalence of Intestinal Parasites Among HIV Infected and HIV Uninfected Patients Treated at the 1o De Maio Health Centre in Maputo, Mozambique

PMID: 29911204 [PubMed]

PMCID: PMC5999047

EC Microbiology
Macrophages and the Viral Dissemination Super Highway

PMID: 26949751 [PubMed]

PMCID: PMC4774560

EC Microbiology
The Microbiome, Antibiotics, and Health of the Pediatric Population.

PMID: 27390782 [PubMed]

PMCID: PMC4933318

EC Microbiology
Reactive Oxygen Species in HIV Infection

PMID: 28580453 [PubMed]

PMCID: PMC5450819

EC Microbiology
A Review of the CD4 T Cell Contribution to Lung Infection, Inflammation and Repair with a Focus on Wheeze and Asthma in the Pediatric Population

PMID: 26280024 [PubMed]

PMCID: PMC4533840

EC Neurology
Identifying Key Symptoms Differentiating Myalgic Encephalomyelitis and Chronic Fatigue Syndrome from Multiple Sclerosis

PMID: 28066845 [PubMed]

PMCID: PMC5214344

EC Pharmacology and Toxicology
Paradigm Shift is the Normal State of Pharmacology

PMID: 28936490 [PubMed]

PMCID: PMC5604476

EC Neurology
Examining those Meeting IOM Criteria Versus IOM Plus Fibromyalgia

PMID: 28713879 [PubMed]

PMCID: PMC5510658

EC Neurology
Unilateral Frontosphenoid Craniosynostosis: Case Report and a Review of the Literature

PMID: 28133641 [PubMed]

PMCID: PMC5267489

EC Ophthalmology
OCT-Angiography for Non-Invasive Monitoring of Neuronal and Vascular Structure in Mouse Retina: Implication for Characterization of Retinal Neurovascular Coupling

PMID: 29333536 [PubMed]

PMCID: PMC5766278

EC Neurology
Longer Duration of Downslope Treadmill Walking Induces Depression of H-Reflexes Measured during Standing and Walking.

PMID: 31032493 [PubMed]

PMCID: PMC6483108

EC Microbiology
Onchocerciasis in Mozambique: An Unknown Condition for Health Professionals.

PMID: 30957099 [PubMed]

PMCID: PMC6448571

EC Nutrition
Food Insecurity among Households with and without Podoconiosis in East and West Gojjam, Ethiopia.

PMID: 30101228 [PubMed]

PMCID: PMC6086333

EC Ophthalmology
REVIEW. +2 to +3 D. Reading Glasses to Prevent Myopia.

PMID: 31080964 [PubMed]

PMCID: PMC6508883

EC Gynaecology
Biomechanical Mapping of the Female Pelvic Floor: Uterine Prolapse Versus Normal Conditions.

PMID: 31093608 [PubMed]

PMCID: PMC6513001

EC Dental Science
Fiber-Reinforced Composites: A Breakthrough in Practical Clinical Applications with Advanced Wear Resistance for Dental Materials.

PMID: 31552397 [PubMed]

PMCID: PMC6758937

EC Microbiology
Neurocysticercosis in Child Bearing Women: An Overlooked Condition in Mozambique and a Potentially Missed Diagnosis in Women Presenting with Eclampsia.

PMID: 31681909 [PubMed]

PMCID: PMC6824723

EC Microbiology
Molecular Detection of Leptospira spp. in Rodents Trapped in the Mozambique Island City, Nampula Province, Mozambique.

PMID: 31681910 [PubMed]

PMCID: PMC6824726

EC Neurology
Endoplasmic Reticulum-Mitochondrial Cross-Talk in Neurodegenerative and Eye Diseases.

PMID: 31528859 [PubMed]

PMCID: PMC6746603

EC Psychology and Psychiatry
Can Chronic Consumption of Caffeine by Increasing D2/D3 Receptors Offer Benefit to Carriers of the DRD2 A1 Allele in Cocaine Abuse?

PMID: 31276119 [PubMed]

PMCID: PMC6604646

EC Anaesthesia
Real Time Locating Systems and sustainability of Perioperative Efficiency of Anesthesiologists.

PMID: 31406965 [PubMed]

PMCID: PMC6690616

EC Pharmacology and Toxicology
A Pilot STEM Curriculum Designed to Teach High School Students Concepts in Biochemical Engineering and Pharmacology.

PMID: 31517314 [PubMed]

PMCID: PMC6741290

EC Pharmacology and Toxicology
Toxic Mechanisms Underlying Motor Activity Changes Induced by a Mixture of Lead, Arsenic and Manganese.

PMID: 31633124 [PubMed]

PMCID: PMC6800226

EC Neurology
Research Volunteers' Attitudes Toward Chronic Fatigue Syndrome and Myalgic Encephalomyelitis.

PMID: 29662969 [PubMed]

PMCID: PMC5898812

EC Pharmacology and Toxicology
Hyperbaric Oxygen Therapy for Alzheimer's Disease.

PMID: 30215058 [PubMed]

PMCID: PMC6133268

News and Events

May Issue Release

We always feel pleasure to share our updates with you all. Here, notifying you that we have successfully released the May issue of respective journals and the latest articles can be viewed on the current issue pages.

Submission Deadline for Upcoming Issue

ECronicon delightfully welcomes all the authors around the globe for effective collaboration with an article submission for the upcoming issue of respective journals. Submissions are accepted on/before May 25, 2022.

Certificate of Publication

ECronicon honors with a "Publication Certificate" to the corresponding author by including the names of co-authors as a token of appreciation for publishing the work with our respective journals.

Best Article of the Issue

Editors of respective journals will always be very much interested in electing one Best Article after each issue release. The authors of the selected article will be honored with a "Best Article of the Issue" certificate.

Certifying for Review

ECronicon certifies the Editors for their first review done towards the assigned article of the respective journals.

Latest Articles

The latest articles will be updated immediately on the articles in press page of the respective journals.