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Aim: This study aimed to group events recorded by users of a public hospital, based on five dimensions of quality, to gather information with the aim of create internal policies for quality of care. Methodology: We used a qualitative approach, based on desk research technique, using SERVQUAL as model/method, to collect data from free expression forms, originated from an institutional quality program. Results: It was observed that, of total registered events, the majority were complaints. The most pointed professional category was the doctors, and the sector with most complaints was adult assistance. Aspects of responsiveness and empathy were the most cited. Conclusion: The lack of institutionalization of quality and humanization in care policies lead to organizational problems that exerts negative Tânia Oliveira Souto Dias et al. Perspectivas em Gestão & Conhecimento, João Pessoa, v. 9, n. 2, p. 85-111, maio/ago. 2019. 86 influence in quality of provided services. It is suggested formulation of strategies that seek to achieve better results regarding the quality of services provided by the hospital.

CLASSIFICAÇÃO DAS MANIFESTAÇÕES DE USUÁRIOS DE UM HOSPITAL PÚBLICO COM BASE NAS CINCO DIMENSÕES DETERMINANTES DA QUALIDADE