HCRM

RESULTS OF THE SURVEY

HCRM - Human Costumer Relationship Manager Co.

Rua Bairro Rainha D. Leonor nr. 1 - 4150-454 Porto
Phone: + 351 22 00 00 000
hcrm@hcrm.com
www.hcrm.com
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 HCRM - Objectives and purposes

HCRM is a market research firm specializing in healthcare.

Given the need to create tools for the timeshare that allows you to monitor
the functioning of health centers and the collection of information allowing
the implementation of measures for continuous improvement of
operations and services rendered, a questionnaire was defined whose
implementation must be improved.
This study aims to identify and propose practical and feasible
that may contribute to the gradual improvement in the satisfaction of users
and health professionals and the organization and operation of health
centers.

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HCRM - Objectives and purposes

It is intended, with this survey, to evaluate the

degree of satisfaction of the patients of the Health
centers in north region.
Having in account that better that the patients
know their interests, the purpose of this survey is to
improve the quality of the services of the Health
Centers.

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RESULTS OF THE SURVEY
PERFORMANCE IMPORTANCE
Média Média
OVERALL SATISFACTION 3,00 4,55
TELEPHONE 2,64 3,91
PATIENTS SERVICE 2,82 4,36
FACILITIES 3,18 4,09
SERVICES FAIRNESS 2,64 4,45
TECHNICAL SATISFACTION 3,18 4,64
NURSING 3,27 4,36
MEDICAL 3,36 4,55
PSYCHOLOGICAL 2,64 4,00
STOMATOLOGY 2,45 4,09
APPOINTMENTS 2,91 4,36

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 5.00

P 4.50
E
R
F 4.00
O
R
M 3.50
A 3.36
N 3.18
3.27
3.18
C
3.00 3.00
E 1.00 1.50 2.00 2.50 3.00 3.50 4.00 2.822.91
4.50 5.00

2.64
2.64 2.64
2.50 overall satisfaction
2.45
telephone
patients service
2.00 facilities
services fairness
technical
1.50 satisfaction
nursing
medical

1.00 psychological
stomatology
IMPORTANCE appointments

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ANALYSIS

In the Universe of the inquired was found out that

the average importance is between the values of
(3,9 and 4,6) is very high relative to the average
performance (2,4 and 3,3).
We have an indicator that enables us to analyze the
faults on the North's Health Center.

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As result that was not accounted none values in the upper left
quadrant meaning that the inquired didn’t give many
importance to the fact of performance.
If there was values available this could be a factor of
improvement for the quality of the services.
Also in the lower left quadrant wasn´t accounted any values.

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In the upper right quadrant ours key strengths was highlighted
by the facilities, nursing, medical and technical satisfaction.

In the lower right quadrant was mentioned as our keys

weakness were the telephone, patient services, services
fairness, psychological, stomatology, meaning that these
factors can be improved.

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SUGGESTIONS

In one of the surveys was given the

suggestion if there was the possibility to
make medical care online and the possibility
to include dental care (stomatology).

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Survey made by:

 H - Hélder
 C – Carla Sampaio
 R - Regina
 M - Margarida

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