QUALIDADE NO ATENDIMENTO: As percepções dos pacientes de um Laboratório de Saúde em Naviraí (MS)

Abstract

This study aimed to examine quality management in customer service as a competitive differentiator in a health laboratory in the municipality of Naviraí (MS), focusing on patients’ perceptions of the services offered. The research, quantitative and descriptive in nature, was conducted with 111 laboratory users through a structured questionnaire with dichotomous questions (Yes/No) and questions on a 0–10 scale. The questionnaire also included an open-ended (qualitative) question to capture the perception of the experience. The results showed great satisfaction, especially regarding the friendliness of the professionals, the effectiveness of the procedures, and the organization of the environment. These elements were considered essential for creating a positive experience and generating patient loyalty. Quality management in customer service is an important strategic factor that can increase the competitiveness of laboratories and support continuous improvement.O