{"id":629,"date":"2020-05-07T21:18:18","date_gmt":"2020-05-08T00:18:18","guid":{"rendered":"https:\/\/intranet.ophthal.com.br\/?page_id=629"},"modified":"2025-06-11T20:55:47","modified_gmt":"2025-06-11T23:55:47","slug":"doc-214-pesquisa-de-satisfacao-ophthal","status":"publish","type":"page","link":"https:\/\/intranet.ophthal.com.br\/?page_id=629","title":{"rendered":"DOC – 214 – PESQUISA DE SATISFA\u00c7\u00c3O OPHTHAL"},"content":{"rendered":"

 <\/p>\nVOLTAR<\/span><\/a>\n

 <\/p>\n\n\n\n
\"\"<\/td>\nPOL\u00cdTICA ORGANIZACIONAL<\/b><\/span><\/td>\n\n

PAGINA<\/strong><\/span><\/p>\n

1 DE 1<\/strong><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
INSTITUCIONAL<\/strong><\/span><\/td>\nIMPLANTA\u00c7\u00c3O: 05\/2019<\/strong><\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
DOC n\u00ba 214<\/strong><\/span><\/td>\nREVIS\u00c3O: n\u00ba 4 – 05\/2024<\/strong><\/span><\/td>\nPR\u00d3XIMA REVIS\u00c3O: 05\/2026<\/strong><\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
PESQUISA DE SATISFA\u00c7\u00c3O OPHTHAL<\/strong><\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
    \n
  1. \n

    OBJETIVO<\/strong><\/span><\/h2>\n<\/li>\n<\/ol>\n

    Avalia\u00e7\u00e3o efic\u00e1cia do n\u00edvel de satisfa\u00e7\u00e3o dos clientes;<\/span><\/p>\n

    Maior controle das solicita\u00e7\u00f5es recebidas por conv\u00eanios e clientes\/pacientes pessoa f\u00edsica, otimizando o uso correto do e-mail do SAC.<\/span><\/p>\n

     <\/p>\n

      \n
    1. ABRANG\u00caNCIA <\/strong><\/span><\/li>\n<\/ol>\n

      Institucional.<\/span><\/p>\n

       <\/p>\n

        \n
      1. RESPONSABILIDADES<\/strong><\/span>\u00a0<\/strong><\/span><\/li>\n<\/ol>\n

        Gerencia de RH<\/span><\/p>\n

        Consultoria Administrativa.<\/span><\/p>\n

         <\/p>\n

          \n
        1. JUSTIFICATIVA<\/strong><\/span><\/li>\n<\/ol>\n

          Uso correto dos canais de comunica\u00e7\u00e3o com a empresa e tempo h\u00e1bil de resposta, ap\u00f3s an\u00e1lise da efic\u00e1cia das causas das queixas\/solicita\u00e7\u00f5es.<\/span><\/p>\n

           <\/p>\n

            \n
          1. ABREVIATURAS E DEFINI\u00c7\u00d5ES<\/strong><\/span><\/li>\n<\/ol>\n

            \u00a0<\/strong><\/span>POP: Procedimento Operacional Padr\u00e3o<\/span><\/p>\n

            SAC: Servi\u00e7o de atendimento ao cliente.<\/span><\/p>\n

             <\/p>\n

              \n
            1. PROCEDIMENTOS<\/strong><\/span><\/li>\n<\/ol>\n

              Distribu\u00eddas caixas em acr\u00edlico e blocos de pesquisa de satisfa\u00e7\u00e3o para que os pacientes preencham. No final de cada m\u00eas, os coordenadores de unidade devem encaminhar as pesquisas preenchidas para tabula\u00e7\u00e3o aos cuidados da ger\u00eancia de recursos humanos.<\/span><\/p>\n

              Implanta\u00e7\u00e3o pesquisa de satisfa\u00e7\u00e3o eletr\u00f4nica em um tablet no Pronto Socorro com orienta\u00e7\u00e3o \u00e0 coordena\u00e7\u00e3o para multiplica\u00e7\u00e3o aos\u00a0colaboradores que devem incentivar os pacientes a responderem.<\/span><\/p>\n

              Realizada comunica\u00e7\u00e3o por e-mail aos conv\u00eanios desde fevereiro\/2019 sobre as novas tratativas do SAC; sendo de uso exclusivo o e-mail sac@ophthal.com.br<\/a> para os clientes pessoa f\u00edsica e solicita\u00e7\u00e3o de veracidade de atestado.<\/span><\/p>\n

              Criado um canal exclusivo para atendimento aos conv\u00eanios com tempo de resposta de at\u00e9 3 dias \u00fateis: contato@ophthal.com.br<\/a><\/span><\/p>\n

               <\/p>\n

                \n
              1. Anexos<\/strong><\/span><\/li>\n<\/ol>\n

                Formul\u00e1rio de Pesquisa de satisfa\u00e7\u00e3o<\/a><\/p>\n

                  \n
                1. REFER\u00caNCIAS<\/strong><\/span><\/li>\n<\/ol>\n

                  N\u00e3o h\u00e1.<\/span><\/p>\n

                    \n
                  1. DESCRI\u00c7\u00c3O DA ULTIMA REVIS\u00c3O. <\/strong><\/span><\/li>\n<\/ol>\n

                    N\u00e3o h\u00e1.<\/span><\/p>\n

                     <\/p>\n\n\n\n
                    \u00a0Elabora\u00e7\u00e3o<\/span><\/strong><\/span>
                    \n\u00a0Salete Andrade – Gerente de RH<\/span><\/td>\n                    		Revis\u00e3o<\/span><\/strong><\/span><\/p>\n

                    Daiane Cristina \u2013 Coordena\u00e7\u00e3o Atendimento<\/span><\/td>\n

                    		Aprova\u00e7\u00e3o<\/span><\/strong><\/span>
                    \n\u00a0Dr. Nelson Fukushima – S\u00f3cio Diretor<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

                        POL\u00cdTICA ORGANIZACIONAL PAGINA 1 DE 1 INSTITUCIONAL IMPLANTA\u00c7\u00c3O: 05\/2019 DOC n\u00ba 214 REVIS\u00c3O: n\u00ba 4 – 05\/2024 PR\u00d3XIMA REVIS\u00c3O: 05\/2026 PESQUISA DE SATISFA\u00c7\u00c3O OPHTHAL OBJETIVO Avalia\u00e7\u00e3o efic\u00e1cia do n\u00edvel de satisfa\u00e7\u00e3o dos clientes; Maior controle das solicita\u00e7\u00f5es recebidas por conv\u00eanios e clientes\/pacientes pessoa f\u00edsica, otimizando o uso correto do e-mail do SAC.   […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":568,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"blank-page-with-container.php","meta":{"footnotes":""},"class_list":["post-629","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/intranet.ophthal.com.br\/index.php?rest_route=\/wp\/v2\/pages\/629","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/intranet.ophthal.com.br\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/intranet.ophthal.com.br\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/intranet.ophthal.com.br\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/intranet.ophthal.com.br\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=629"}],"version-history":[{"count":4,"href":"https:\/\/intranet.ophthal.com.br\/index.php?rest_route=\/wp\/v2\/pages\/629\/revisions"}],"predecessor-version":[{"id":2520,"href":"https:\/\/intranet.ophthal.com.br\/index.php?rest_route=\/wp\/v2\/pages\/629\/revisions\/2520"}],"up":[{"embeddable":true,"href":"https:\/\/intranet.ophthal.com.br\/index.php?rest_route=\/wp\/v2\/pages\/568"}],"wp:attachment":[{"href":"https:\/\/intranet.ophthal.com.br\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=629"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}