Gestão da qualidade no atendimento oncológico: impactos na experiência do paciente em hospitais do SUS

Abstract

Cancer represents one of the greatest challenges to public health in Brazil due to its high morbidity and mortality rates and the structural limitations of the Unified Health System (SUS). Given the complexity of cancer treatment and the high costs involved, quality management emerges as a tool to optimize resources, ensure efficiency, and promote humanized care. This study aims to analyze how quality management in oncology care influences the patient experience in hospitals linked to the SUS. It is a bibliographic research with a qualitative, exploratory, and descriptive approach, based on content analysis. The results indicate that the quality of care depends on the integration of professional training, organizational efficiency, and the humanization of processes, with communication, empathy, and welcoming attitudes being key determinants of satisfaction and therapeutic adherence. The analysis identified four main categories, communication, information, autonomy and perception of care which directly influence the experience of oncology patients within the SUS.