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This paper presents the development and validation of scale and explanatory model through structural equation modeling, in order to assess patient care in own units of a health insurance operator. It was a single, holistic, and quantitative case study, with data obtained from patients treated over 90 days at a medical clinic, hospital, maternity ward, emergency room or clinical examination laboratory. The study was cross-sectional, with data collected once a year from 2015 to 2018. The data was collected through surveys, with rigorous criteria for data qualification, scale and model measurement, and adjustment indices. The sample was divided into two subsamples, one for the exploratory and the other for the confirmatory phase. The structural model, resulting from these two procedures, culminated in three constructs, which by the nature of its components were named as ARRIVAL, RECEPTION and CARE. The adjustment indices showed good adjustment and strong correlation between the constructs. GFI and the other tests indicated better indices in the structural model as compared to the measurement one. The findings provided valuable insights in a practical way, the more favorable for the patient's impression on your ARRIVAL, more likely it will be well to evaluate the RECEPTION. Confirming the good quality of the RECEPTION, the possibilities of the CARE turn out to be well evaluated.

ATENDIMENTO EM SAÚDE SUPLEMENTAR: PROPOSIÇÃO E VALIDAÇÃO DE UM MODELO ESTRUTURAL PARA AVALIAÇÃO, COM BASE NA ACOLHIDA E CHEGADA DO PACIENTE