Hospitalidade no serviço público: os desafios do atendimento em tempos de pandemia em uma unidade Atende Fácil da Prefeitura de Goiânia.

Abstract

The quality of service to the public, as well as hospitality are part of the significant processes for institutions, regardless of being public or private. Thus, this article aimed to characterize and analyze whether the unit Atende Fácil Paço Municipal, managed to offer and maintain a quality service in this pandemic period, a situation in which social distance reigned and the risks of contamination were constant and also, what measures were adopted by the unit to contain the pandemic. A descriptive exploratory research was carried out, with a qualitative-quantitative approach with a case study and the use of the unit's own form, associated with interviews with managers. The results show a high degree of satisfaction with indicators for the services, pre-service, infrastructure and care, comparing 6 months before the pandemic in 2019 and the verification of the same months in 2020. It is concluded through the analysis of the data collected, that the unit under study managed to achieve a great level of satisfaction regarding the services offered, as well as adopted and followed the safety protocols required to contain the pandemic