The Doctor’s Office Clients

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To better understand the client, one must also understand the market, and this is the path to have a better management in the health service sector. The client is the reason of a clinic’s existence; therefore, it is crucial to be deeply aligned with this critical face, for the survival of the business. In the health sector, the designation of patient or client generates a certain polemic and doubt over which is the best word to identify that which is the reason of all the doctor’s and the team’s work and study. To conclude, it is necessary to thoroughly analyze the concept of client and patient, searching in their origins, the reason for them to be. That being said, we then return to the concept of client. The concept of client cannot be considered only as the patient. There is a series of factors that orbit around the client and the clinic that are also highly important for the success of the health sector. Also, we need to better understand what the client wants from the health sector, what he looks for in a consultation, and match these data with the information connected to the profile of the client we see today in at the doctor’s office, with their demands related to service growing exponentially, as well as their demand for the service of the clinic. It is necessary to point out that even when making great efforts to perform a quality work, unhappy clients will always exist, making it also very important to know how to deal with matters of dissatisfaction, turning them into a source of learning and customer loyalty. A better understanding of these complex aspects related to the client arms us with better tools to face an increasingly competitive and fragmented market, where the fraction belonging to each professional is always being shared with new professionals flooding the market each day. This makes the work in the health area a daily challenge in the hopes of acquiring and maintaining professional space.

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Health care service quality involves two domains: technical and interpersonal. Patients almost always know very little about the aspects of technical quality, but in general they don't face difficult evaluating the interpersonal quality. However, in Brazil, it is missing a tool to measure the Quality Experienced by the Patient (QEP). Thus, the goal of this research was to undertake an empirical analysis of the psychometric properties of a scale of QEP regarding the office medical services. The results revealed six factors underlying QEP, comprising the domains of technical and interpersonal quality. About reliability, it seemed adequate in all the scales of the six factors. Finally, concerning validity, it is impressive for five out of six factors. The limitations and implications of the research are also presented.
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Divulgação dos SUMÁRIOS das obras recentemente incorporadas ao acervo da Biblioteca Ministro Oscar Saraiva do STJ. Em respeito à lei de Direitos Autorais, não disponibilizamos a obra na íntegra. STJ00083899 339.379.8(81) F488m 10 ed.
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