Objective: to compare satisfaction levels of patients regarding quality of care in the ophthalmology service in a level II hospital between 2014 and 2018, and also, to determine overall quality in 2018. Materials and methods: this is an observational, cross section and analytical study. The sample comprised 678 patients, and two instruments were used: SERVQUAL, which measures satisfaction levels in five quality dimensions, and SERVQHOS, which measures the overall quality of services used. Results: in 2014, subjects (n= 346) interviewed with the SERVQUAL instrument declared being “satisfied” with the quality of care they received, particularly with respect to safety; but, in 2018, subjects (n= 332) declared their satisfaction levels were reduced in all scenarios. With respect to SERVQHOS, most subjects declared being satisfied with the overall quality of services and said they would r...

Objective: to compare satisfaction levels of patients regarding quality of care in the ophthalmology service in a level II hospital between 2014 and 2018, and also, to determine overall quality in 2018. Materials and methods: this is an observational, cross section and analytical study. The sample comprised 678 patients, and two instruments were used: SERVQUAL, which measures satisfaction levels in five quality dimensions, and SERVQHOS, which measures the overall quality of services used. Results: in 2014, subjects (n= 346) interviewed with the SERVQUAL instrument declared being “satisfied” with the quality of care they received, particularly with respect to safety; but, in 2018, subjects (n= 332) declared their satisfaction levels were reduced in all scenarios. With respect to SERVQHOS, most subjects declared being satisfied with the overall quality of services and said they would r...