Economic theory and international trade
Kemp, Murray C.
2002
A satisfação do idoso com o serviço de alimentação da Santa Casa da Misericórdia de Castelo Branco
Type
masterThesis
Creator
Identifier
202175006
Title
A satisfação do idoso com o serviço de alimentação da Santa Casa da Misericórdia de Castelo Branco
Contributor
Martins, Manuel Vicente de Freitas
Caseiro, Nuno José Mendes Fernandes
Alves, Rui
Caseiro, Nuno José Mendes Fernandes
Alves, Rui
Subject
Instituição
Idoso
Serviço de Alimentação
Satisfação
Qualidade de vida
Institution
Elderly
Food service
Satisfaction
Quality of life
Domínio/Área Científica::Ciências Agrárias
Idoso
Serviço de Alimentação
Satisfação
Qualidade de vida
Institution
Elderly
Food service
Satisfaction
Quality of life
Domínio/Área Científica::Ciências Agrárias
Date
2019-02-19T23:36:14Z
2019-02-19T23:36:14Z
2019
2019-02-19T23:36:14Z
2019
Description
A admissão de pessoas idosas em lares, sendo um ato voluntário ou não, é um importante ponto de viragem nas suas vidas, impondo-lhes alterações na sua rotina diária, nos seus hábitos e no seu ambiente físico e social.
As organizações prestadoras de serviços a idosos vêem-se confrontadas com um conjunto de desafios, nomeadamente promover o envelhecimento com saúde e qualidade de vida, ao mesmo tempo que devem estar atentas a nível de satisfação com o serviço prestado.
Um dos aspetos que contribui para essa satisfação é o serviço de alimentação.
O presente estudo, realizado na Santa da Casa da Misericórdia da Castelo Branco visa perceber os níveis de satisfação com o serviço de alimentação. Os resultados pretendem contribuir para apresentar propostas que permitam aumentar a satisfação do serviço alimentar prestado pela instituição aos utentes.
O trabalho baseou-se na realização de um questionário que se aplicou a 143 idosos internos, selecionados de acordo com o seu estado mental. Foram excluídos do estudo 107 utentes com problemas neurológicos e/ou que se encontravam acamados, sem estado de consciência.
O questionário avaliou a adequação do horário das refeições servidas, quais os hábitos alimentares dos utentes antes da entrada na Instituição, o ambiente da sala de refeição, a variedade de alimentos na ementa, a apresentação dos alimentos no prato (a quantidade, variedade das porções e qualidade sensorial) e saciedade após as refeições e a satisfação global com o serviço de alimentação.
Foram analisados vários itens que integram o serviço de alimentação, para identificar condicionantes com a satisfação do serviço.
Os resultados, de acordo com a perceção dos idosos, apontam que, a rotina alimentar, a confeção, a qualidade e quantidade de alimentos, o ambiente social à mesa e a relação utente/colaborador, interferem negativamente na satisfação global do serviço. Os principais aspetos de insatisfação mencionados pelos inquiridos prendem-se com pratos que não agradam ao paladar e processos de confeção.
Este estudo permitiu ao idoso expressar a sua opinião sobre o serviço de alimentação, sendo igualmente relevante para a instituição na medida em que lhe permite ir ao encontro da satisfação e bem-estar do idoso.
The admission of the elderly in homes, being a voluntary act or not, is an important turning point in their lives, imposing changes on their daily routine, in their habits and their physical and social environment. The organizations that provide services to the elderly face a number of challenges, namely, to promote aging with health and quality of life, while being attentive to the level of satisfaction with the service provided. One of the aspects that contributes to this satisfaction is the food service. The present study, carried out in the Santa Casa da Misericordia in Castelo Branco, aims to understand the levels of satisfaction with the food service. The results intend to contribute to present proposals that allow the increasing of satisfaction related to the food service provided by the institution to the users. This project work was based on a questionnaire which was made to 143 internal seniors, selected according to their mental state. We excluded 107 patients with neurological problems and / or who were confined to bed without a state of consciousness. This questionnaire evaluated the adequacy of meal times, the eating habits of the users before entering the institution, the environment of the meal room, the variety of foods in the menu, the presentation of the food in the dish (the quantity, variety of portions and sensory quality) and satiety after meals and the global satisfaction with the food service of the institution. Several items that integrate the food service were analyzed to identify conditioning factors related to the service satisfaction. The results, according to the perception of the elderly, indicate that the food routine, the confection, the quality and quantity of food, the social environment at the table and the user / employee relationship, negatively interfere in the global satisfaction of the service. The main aspects of their dissatisfaction mentioned in the questionnaire are with dishes which do not please their taste and confection methods. This study gave the opportunity to the elderly to tell their opinion about the food service, being equally relevant to the institution since it helps to find the satisfaction and well-being of the elderly.
The admission of the elderly in homes, being a voluntary act or not, is an important turning point in their lives, imposing changes on their daily routine, in their habits and their physical and social environment. The organizations that provide services to the elderly face a number of challenges, namely, to promote aging with health and quality of life, while being attentive to the level of satisfaction with the service provided. One of the aspects that contributes to this satisfaction is the food service. The present study, carried out in the Santa Casa da Misericordia in Castelo Branco, aims to understand the levels of satisfaction with the food service. The results intend to contribute to present proposals that allow the increasing of satisfaction related to the food service provided by the institution to the users. This project work was based on a questionnaire which was made to 143 internal seniors, selected according to their mental state. We excluded 107 patients with neurological problems and / or who were confined to bed without a state of consciousness. This questionnaire evaluated the adequacy of meal times, the eating habits of the users before entering the institution, the environment of the meal room, the variety of foods in the menu, the presentation of the food in the dish (the quantity, variety of portions and sensory quality) and satiety after meals and the global satisfaction with the food service of the institution. Several items that integrate the food service were analyzed to identify conditioning factors related to the service satisfaction. The results, according to the perception of the elderly, indicate that the food routine, the confection, the quality and quantity of food, the social environment at the table and the user / employee relationship, negatively interfere in the global satisfaction of the service. The main aspects of their dissatisfaction mentioned in the questionnaire are with dishes which do not please their taste and confection methods. This study gave the opportunity to the elderly to tell their opinion about the food service, being equally relevant to the institution since it helps to find the satisfaction and well-being of the elderly.
Access restrictions
restrictedAccess
http://creativecommons.org/licenses/by/4.0/
http://creativecommons.org/licenses/by/4.0/
Language
por
Comments
