{"id":13771,"date":"2019-02-22T17:33:00","date_gmt":"2019-02-22T17:33:00","guid":{"rendered":"http:\/\/vydence.com\/blog\/?p=520"},"modified":"2019-02-22T17:33:00","modified_gmt":"2019-02-22T17:33:00","slug":"pesquisa-de-satisfacao","status":"publish","type":"post","link":"https:\/\/www.vydence.com\/pt-br\/pesquisa-de-satisfacao\/","title":{"rendered":"Pesquisa de satisfa\u00e7\u00e3o: use o m\u00e9todo NPS"},"content":{"rendered":"\n[et_pb_section fb_built=”1″ _builder_version=”3.0.47″][et_pb_row _builder_version=”3.0.48″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”][et_pb_column type=”4_4″ _builder_version=”3.0.47″][et_pb_text _builder_version=”3.21.4″]

Oferecer um atendimento de excel\u00eancia \u00e9 o maior desejo de qualquer profissional. No entanto, entender se esse objetivo est\u00e1 sendo realmente atingido \u00e9 sempre um desafio. Para poder compreender com clareza a percep\u00e7\u00e3o dos pacientes sobre a sua cl\u00ednica, \u00e9 importante investir em uma <\/span>pesquisa de satisfa\u00e7\u00e3o<\/b> eficiente.<\/span><\/p>\n

A aplica\u00e7\u00e3o desse tipo de metodologia, entretanto, exige alguns cuidados. Afinal, mais do que em qualquer outro tipo de servi\u00e7o, <\/span>o paciente est\u00e1 passando por um momento delicado<\/b>, em que question\u00e1rios de longa dura\u00e7\u00e3o podem n\u00e3o ser respondidos com o mesmo cuidado ou mesmo serem entendidos como falta de sensibilidade por parte do m\u00e9dico.<\/span><\/p>\n

Para evitar esse tipo de problema e garantir resultados satisfat\u00f3rios, uma alternativa interessante \u00e9 investir na pesquisa de satisfa\u00e7\u00e3o NPS.<\/span><\/p>\n

<\/span><\/p>\n

O que \u00e9 a pesquisa de satisfa\u00e7\u00e3o NPS?<\/span><\/h2>\n

Criada no in\u00edcio dos anos 2000, a pesquisa de satisfa\u00e7\u00e3o NPS ou net promoter score consiste em um m\u00e9todo simples de avalia\u00e7\u00e3o <\/span>do grau de contentamento do paciente<\/b> com os servi\u00e7os prestados na sua cl\u00ednica.<\/span><\/p>\n

Para aplica\u00e7\u00e3o da pesquisa, \u00e9 necess\u00e1rio fazer apenas uma pergunta: \u201cEm uma escala que vai de 0 a 10, quando voc\u00ea indicaria o nosso consult\u00f3rio para um amigo ou familiar?\u201d.<\/span><\/p>\n

Dessa maneira, \u00e9 poss\u00edvel avaliar os resultados obtidos da seguinte maneira:<\/span><\/p>\n

<\/span><\/p>\n

De 0 a 6, os pacientes insatisfeitos<\/span><\/h3>\n

Nessa faixa se encontram aqueles pacientes que, por um motivo ou outro, n\u00e3o est\u00e3o contentes com o servi\u00e7o <\/span>que foi prestado na sua cl\u00ednica<\/b>. <\/span><\/p>\n

Essa insatisfa\u00e7\u00e3o n\u00e3o est\u00e1 necessariamente ligada ao seu atendimento. Pode ser, por exemplo, uma insatisfa\u00e7\u00e3o com a falta de hor\u00e1rios para remarca\u00e7\u00e3o <\/span>na recep\u00e7\u00e3o<\/span><\/a>, ou at\u00e9 mesmo com uma dificuldade para estacionar na regi\u00e3o.<\/span><\/p>\n

Ainda assim, \u00e9 preciso considerar que algo ligado ao seu consult\u00f3rio deixou aquele paciente extremamente desconfort\u00e1vel.<\/span><\/p>\n

<\/span><\/p>\n

De 7 a 8, os pacientes neutros<\/span><\/h3>\n

Aqui encontram-se aqueles pacientes que, embora n\u00e3o estejam aborrecidos com o atendimento prestado, <\/span>n\u00e3o \u201cvestem a camisa\u201d do consult\u00f3rio<\/b>. Embora isso n\u00e3o pare\u00e7a t\u00e3o ruim assim, \u00e9 importante considerar que eles n\u00e3o est\u00e3o fidelizados.<\/span><\/p>\n

Isso quer dizer que esses pacientes s\u00f3 retornariam se realmente precisassem e, caso a concorr\u00eancia <\/span>ofere\u00e7a condi\u00e7\u00f5es melhores<\/span><\/a>, eles n\u00e3o hesitar\u00e3o em fazer a migra\u00e7\u00e3o.<\/span><\/p>\n

<\/span><\/p>\n

De 9 a 10, os pacientes f\u00e3s<\/span><\/h3>\n

Nesse espectro situam-se os pacientes que realmente est\u00e3o satisfeitos com o atendimento prestado no seu consult\u00f3rio. Esses consumidores n\u00e3o s\u00f3 retornar\u00e3o ao consult\u00f3rio sempre que necessitarem como contribuir\u00e3o para o seu crescimento <\/span>indicando seus servi\u00e7os para parentes e amigos<\/b>.<\/span><\/p>\n

<\/span><\/p>\n

Quais s\u00e3o as vantagens de optar pela pesquisa de satisfa\u00e7\u00e3o NPS?<\/span><\/h2>\n

Adotar a pesquisa de satisfa\u00e7\u00e3o NPS no seu consult\u00f3rio <\/span>traz uma s\u00e9rie de vantagens<\/b>. A primeira, e mais evidente, \u00e9 que trata-se de um m\u00e9todo de simples aplica\u00e7\u00e3o. <\/span><\/p>\n

A pesquisa \u00e9 r\u00e1pida, evitando que voc\u00ea tome tempo dos seus pacientes em um momento delicado, no qual eles geralmente sentem-se indispostos e querem apenas retornar para casa e repousar.<\/span><\/p>\n

Apesar disso, <\/span>ela \u00e9 realmente eficaz<\/b>. Com uma \u00fanica pergunta, voc\u00ea \u00e9 capaz de mensurar com clareza o grau de satisfa\u00e7\u00e3o dos pacientes com o seu neg\u00f3cio. Por ser r\u00e1pida, ela pode ser feita em grande volume, o que melhora a precis\u00e3o da m\u00e9trica.<\/span><\/p>\n

Al\u00e9m disso, a pesquisa de satisfa\u00e7\u00e3o NPS <\/span>tamb\u00e9m tem a vantagem de ser compar\u00e1vel<\/b>, o que possibilita que voc\u00ea acompanhe se as a\u00e7\u00f5es que v\u00eam tomando ao longo do tempo para melhorar a satisfa\u00e7\u00e3o dos seus pacientes est\u00e3o surtindo o efeito desejado.<\/span><\/p>\n

N\u00e3o por acaso, a metodologia \u00e9 utilizada pelas principais corpora\u00e7\u00f5es do mundo e \u00e9 uma ferramenta do qual gestores que desejam entender melhor a percep\u00e7\u00e3o dos pacientes sobre seu consult\u00f3rio n\u00e3o devem abrir m\u00e3o.<\/span><\/p>\n

—<\/span><\/p>\n

Gostou de entender melhor como funciona a pesquisa de satisfa\u00e7\u00e3o NPS e porque ela \u00e9 uma metodologia interessante para consult\u00f3rios m\u00e9dicos? Se voc\u00ea quiser receber mais not\u00edcias sobre Medicina e Sa\u00fade no seu e-mail, cadastre-se agora mesmo em nossa newsletter!<\/span><\/p>\n

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Oferecer um atendimento de excel\u00eancia \u00e9 o maior desejo de qualquer profissional. No entanto, entender se esse objetivo est\u00e1 sendo realmente atingido \u00e9 sempre um desafio. Para poder compreender com clareza a percep\u00e7\u00e3o dos pacientes sobre a sua cl\u00ednica, \u00e9 importante investir em uma pesquisa de satisfa\u00e7\u00e3o eficiente. A aplica\u00e7\u00e3o desse tipo de metodologia, entretanto, […]<\/p>\n","protected":false},"author":1,"featured_media":13787,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","inline_featured_image":false,"footnotes":""},"categories":[45],"tags":[],"class_list":["post-13771","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gestao"],"yoast_head":"\nPesquisa de satisfa\u00e7\u00e3o: use o m\u00e9todo NPS - VYDENCE<\/title>\n<meta name=\"description\" content=\"Para poder compreender com clareza a percep\u00e7\u00e3o dos pacientes sobre a sua cl\u00ednica, \u00e9 importante investir em uma pesquisa de satisfa\u00e7\u00e3o eficiente. 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