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A unidade de emergencia cardiologica e tida como um servico de referencia pela natureza servico prestado. No entanto, na busca pela melhoria do atendimento, deve-se usar indicadores que possibilitem a avaliacao da qualidade do servico. Embora nao seja o unico, a satisfacao do paciente tem sido usada como indicador de qualidade ja que orienta a analise da assistencia atraves da mensuracao qualitativa da percepcao do paciente sobre a sua estadia hospitalar. O objetivo deste trabalho e realizar o diagnostico situacional do setor de emergencia de um hospital cardiologico, de forma a avaliar a qualidade da assistencia fornecida ao paciente e do servico prestado pelos profissionais, baseado na satisfacao percebida da unidade. Para tanto, foram elaborados dois questionarios baseados na Escala NPS ( Net Promoter Scale ), cujo objetivo e mensurar a satisfacao e a fidelidade dos consumidores ou usuarios de uma empresa ou servico. No caso dos profissionais obtivemos 40% das respostas para promotores, 38% para neutros e 22% para detratores. Assim, o indice final do NPS para os profissionais foi de 18%, sendo possivel classifica-lo na zona de aperfeicoamento. Ja para os pacientes, obtivemos 62% das respostas para promotores, 35% para neutros e 3% para detratores e o indice final do NPS foi de 58%, sendo possivel classifica-lo na zona de qualidade. Ressalta-se a disparidade entre os dois clientes da unidade de emergencia cardiologica, profissionais e pacientes, o que demonstra que os pacientes sao mais propensos a indicarem o servico para outros clientes quando comparados aos profissionais. Sugere-se entao, uma melhor compreensao acerca dos motivos pelos quais os resultados dos questionarios aplicados nao tenham atingido a zona de excelencia. O diagnostico situacional foi realizado atraves da analise observacional da equipe, dos resultados dos questionarios aplicados e do estudo dos casos de ouvidoria. Os pontos fracos e oportunidades de melhoria encontrados estao ligados principalmente a recursos humanos reduzidos, grande demanda de usuarios e estrutura fisica antiga da unidade. Palavras-chave : gestao de qualidade em saude; satisfacao do paciente; pessoal de saude; servicos de atendimento de emergencia ABSTRACT The cardiological emergency unit is taken as a referral service by the nature of service provided. However, in the search for better service, indicators should be used to evaluate the quality of service. Although not the only one, patient satisfaction has been used as an indicator of quality since it guides the analysis of care through the qualitative measurement of the patient's perception about his or her hospital stay. The objective of this study is to perform the situational diagnosis of the emergency department of a cardiology hospital, to evaluate the quality of the care provided to the patient and the service provided by the professionals, based on the perceived satisfaction of the unit. To do so, two questionnaires based on the Net Promoter Scale (NPS) were developed, whose objective is to measure the satisfaction and loyalty of consumers or users of a company or service. In the case of the professionals we obtained 40% of the responses for promoters, 38% for neutral and 22% for detractors. Thus, the final NPS index for professionals was 18% and it could be classified in the improvement zone. For the patients, we obtained 62% of the responses for promoters, 35% for neutral and 3% for detractors, and the final NPS index was 58% and it was possible to classify it in the quality zone. The disparity between the two clients of the cardiology emergency unit, professionals and patients, is highlighted, which shows that patients are more likely to indicate the service to other clients when compared to professionals. We suggest a better understanding of the reasons why the results of the questionnaires applied did not reach the zone of excellence. The situational diagnosis was made through the team's observational analysis, the results of the questionnaires applied and the study of the ombudsman cases. The weaknesses and opportunities for improvement found are mainly linked to reduced human resources, high user demand and the unit's old physical structure. Keywords : quality management in health; patient satisfaction; health personnel; emergency care services

Diagnóstico situacional de uma unidade de emergência cardiológica para avaliação da qualidade do serviço e da assistência ao paciente