HRPL stands out in quality and humanization, achieving user satisfaction above 98%
The index refers to the first quarter of 2025, according to data from the User Service.
The management of the Regional Public Hospital of the East (HRPL), located in Paragominas, has stood out for its commitment to quality care, patient safety, continuous training of the multiprofessional team, and humanization in service. As a reflection of this work, the unit achieved an average of 98.56% approval from users in the region in the first quarter of 2025, according to data from the User Service (SAU).
“I was very well received at the hospital. The service is excellent. The professionals communicate with empathy, courtesy, and respect. It is truly a humanized service. I am very satisfied and feel safe,” said gardener Manoel Pereira de Souza, 64, who visited HRPL for a medical consultation and exams.
According to Elita do Nascimento, Administrative Assistant of SAU, the sector acts as a bridge between users and hospital management, evaluating the quality of services offered and ensuring an open channel of dialogue with the population. “Users can participate in the evaluation through satisfaction surveys conducted by the SAU team, in-person service at the sector, and through our evaluation boxes installed at strategic points in the unit,” she explained.
The professional emphasizes that the service has well-defined objectives: to ensure humanized care, aligned with the guidelines of the Unified Health System (SUS); to monitor the performance of care, administrative, and support areas; and to focus on continuous improvement of quality and safety, promoting the complete satisfaction of users.
After collecting the information, the data is tabulated to compose the satisfaction index, based on evaluations classified as “good” or “excellent.”
“The feedback received – compliments, complaints, and suggestions – is analyzed and forwarded to the responsible parties in the involved areas. The response to the user is made within 72 hours, by phone or in person, with feedback on the reported situation,” she detailed.
Quality and integrated management - HRPL maintains its Full Accreditation certification – Level II, granted by the Qualisa Institute of Management (IQG), reinforcing its commitment to quality and safety in care. The hospital achieved 80% of the quality and patient safety standards and 70% of the criteria of the National Accreditation Organization (ONA) for integrated management, proving its excellence in providing services to the population.
Data - Between January and December 2024, the multiprofessional team of HRPL performed 177,132 services, in addition to achieving an average user satisfaction of 97.83%.
Service - The Regional Public Hospital of the East is part of the health network of the Government of Pará, managed by the Institute Diretrizes, in partnership with the State Department of Public Health (Sespa). HRPL is located at Rua Adelaide Bernardes, s/n, in the Nova Conquista neighborhood, in Paragominas. For more information, call: 0800 5803291.
Text: Pedro Amorim
