DESEJOS E NECESSIDADES DOS CLIENTES: GERAÇÃO DE INOVAÇÕES NA QUALIDADE NA PRESTAÇÃO DE SERVIÇOS HOSPITALARES

Abstract

The search for hospital quality dimensions is apriority for public and private managers, as it’s necessaryan intense reorganization in this industry. Although thereare criteria and quality certifications in place, there aregaps in the direct concern about the welfare of the client andtheir needs and desires, one of the themes of hospital hotel.The purpose of the paper is to evaluate the client's point ofview for quality hospital services and suggest the inclusionof new dimensions and items of perceived quality of hospitalservices with tangible benefits to customers. It was used asmethod literature review followed by content analysis ofscientific studies that have focused on quality criteria forhospital services. The study revealed an importantcompetitive tool for private hospital services, with tangiblecriteria to customers and transcending institutional demandsin favor of the customers.Index Terms ⎯ Consumer Perception, Hospital QualityService Level, Hotel Hospital.