Análise da eficácia da avaliação de desempenho na melhoria da prestação de serviços públicos: caso de livros de reclamações e sugestões da pediatria do Hospital Central de Maputo (2021-2023)

Abstract

The performance evaluation through petitions, complaints, suggestions, and praise plays a significant role in improving the quality of public service delivery, as it provides data on the effectiveness and efficiency with which public services are provided. This research aims to analyze the effectiveness of performance evaluation through complaint and suggestion books in improving the public services provided by the Pediatrics Department of the Maputo Central Hospital. The research was conducted using qualitative, descriptive, applied, bibliographical, and documentary methodologies, as well as monographic and inductive approaches. Data was collected through semi-structured interviews, surveys, reports, and documents from the Department of Quality Management and Humanization and was analyzed using content analysis. The theoretical framework used is the theory of institutional isomorphism. As a result, the main findings indicate that the Pediatrics Department of the Maputo Central Hospital has various mechanisms for submitting petitions; however, these mechanisms present weaknesses, particularly in the complaint and suggestion books and boxes. These findings suggest that the Pediatrics Department should repair the complaint and suggestion boxes and acquire the complaint and suggestion books recommended by law. Furthermore, the research revealed that performance evaluation through complaint and suggestion books in pediatrics is ineffective and does not contribute to improving service delivery, as many petitions, complaints, and suggestions do not receive proper follow-up or response. Therefore, it is necessary for performance evaluation through petitions to aim at improving service delivery by responding to or providing feedback on the complaints and suggestions left by patients in the book