Pesquisa revela percepção do usuário Danamed
O beneficiário agenda sua consulta, vai até a clínica, hospital ou consultório, apresenta sua carteirinha, recebe o atendimento e vai embora com as recomendações do profissional de saúde. A administração só fica sabendo que o beneficiário foi até o prestador quando recebe as contas da rede credenciada para pagar. Mas qual é a opinião do beneficiário sobre o plano de saúde? Ele está sendo bem atendido? Quais as dificuldades e sugestões? Nós queremos saber, e você?
Para conhecer melhor os hábitos de uso e avaliação dos serviços do nosso benefício de saúde, no mês de agosto realizamos uma pesquisa totalmente anônima, espontânea e sigilosa com 673 beneficiários das unidades Dana em todo o Brasil (entrevistas telefônicas e questionário eletrônico), identificando e quantificando suas avaliações, expectativas, hábitos de uso e outras questões que possibilitam conhecer melhor nossos usuários e oferecer melhorias.
Mais de 70% dos que responderam a esta pesquisa foram de funcionários da área operacional e técnica da empresa, com algumas variações em função da característica e número de colaboradores em cada unidade.
Vamos começar a conhecer um pouco mais sobre a percepção do beneficiário sobre o plano de saúde Dana.
Em geral, 67,4% dos entrevistados usam os serviços Danamed entre 2 a 6 vezes por ano, com apenas 10,4% usam o plano apenas uma vez por ano e 22,2% são aqueles que utilizam todo mês.
Os três pontos fortes mais esperados de um plano de saúde foram:
- Qualidade nas consultas – 47,6%
- Grande quantidade de conveniados – 45,7%
- Coparticipação não ultrapassar 30% – 43,4%
No aspecto de satisfação com o plano de saúde Dana, apenas um a cada quatro se declaram insatisfeitos com o serviço.
- Satisfeitos (notas 9 e 10) – 37%
- Neutros (notas 7 e 8) – 36,5%
- Insatisfeitos – notas entre 0 e 6) – 26,5%
Os pontos de destaque (satisfação do usuário) do Danamed foram (notas de 0 a 10):
- Rapidez no atendimento – 8,2
- Qualidade nos serviços e atenção dos profissionais – 8,1
- Agilidade para liberação de exames e consultas – 7,9
Os dois pontos com pior avaliação foram:
- Valor da coparticipação – 7,3
- Transparência sobre o valor da coparticipação – 6,7
Quase dois terços dos entrevistados (62,2%) entendem que a coparticipação é importante para manter o benefício saúde viável para todos na empresa. No entanto, é unânime a opinião de que é melhor pagar pela coparticipação, do que não ter plano de saúde, principalmente, se comparado aos planos de saúde do mercado. Vamos conversar mais sobre isso no futuro.
Os três pontos de melhoria mais sugeridos pelos entrevistados foram:
- Aumentar rede credenciada – 37,1%
- Reduzir a coparticipação – 33,5%
- Maior transparência de informações – 10,8%
Nas próximas edições falaremos mais sobre os 2 primeiros temas em especial. Sobre maior transparência, o extrato detalhado de despesas de coparticipação é um grande movimento para resolver esta questão. E não esqueça que o time da Danamed e de Recursos Humanos está sempre a disposição para esclarecer dúvidas e escutar suas sugestões. As melhorias são sempre bem vindas!
A nota média atribuída ao plano de saúde Dana foi de 7,6 (de 0 a 10). Mas ela varia de cidade para cidade. No RS, onde temos o Danamed há mais tempo, a satisfação é maior e a insatisfação com a rede é menor, assim como o entendimento da função da coparticipação é maior. Vamos trabalhar para que isto se repita nas demais cidades.
Na opinião geral, a pesquisa apontou que a Dana é uma empresa que se preocupa verdadeiramente com a saúde de seus funcionários, com 92% dos entrevistados concordando com essa afirmação.
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