A satisfação do usuário com a atenção primária à saúde: uma análise do acesso e acolhimento

Abstract

This study aimed to analyze user satisfaction with access and care in Primary Health Care (PHC) based on non-urgent demand for emergency services. 28 non-urgent users of emergency services were intentionally interviewed across five health districts in the city of Riberão Preto in São Paulo State. These users had been treated in PHC at least once in the previous six months prior to data collection aimed at evaluating the services. Content analysis was used to analyze the interviews. The results showed there to be satisfaction with care received from health professionals in PHC and dissatisfaction with delays in arranging an appointment and with difficulty to receive care based on spontaneous demand. There was found to be no difference in the levels of satisfaction between the users from different health districts. The article concludes that obstacles to access to PHC services represent a barrier for populations wishing to receive care, with repercussions in terms of user satisfaction and high demand for emergency care. To ensure universal, equal, and organized access to actions and services at different levels, healthcare networks were created that constitute organizational arrangements of sets of health services coordinated among themselves through common goals and cooperative and interdependent actions that enable the provision of continuous and comprehensive care to the population, coordinated by primary health care (PHC). 2 However, profound changes must be made in order for this form of care organization to overcome a fragmented healthcare system that does not ensure continuity and is centered on acute conditions, through emergency care units (ECUs). 2 Emergency care units are also defined as points of entry to initial health care by SUS users. 3 However, the guarantees set forth in Brazilian legislation represent one step among many required to construct the SUS. For the right to health to become a reality, changes must occur in the social model, because in practice, access is still selective, focalized, and excludisionary. 4 From this perspective, even though they are considered a point of entry to the system, ECUs treat only the main complaints that led users to the health service. 5 This frequent search for emergency care demonstrates that the health needs of users are not being met by PHC. When users resort to health services, they are looking for something or some action from health professionals that will resolve, or at least minimize, the problem that led them to seek out that service. Thus, it is understood that if a point of entry fails, necessary care is postponed. 6 Health needs are related to social production and reproduction, and accessibility to health actions. Additionally, health care must be planned, considering existing demand, COMUNICAÇÃO SAÚDE EDUCAÇÃO 2018; 22(65):387-98and that health services that must be willing to address these needs, understanding their meanings and the subjects involved in the production and consumption of health. 7 According to this logic, humanization means tak...

Conexões e fronteiras da interprofissionalidade: forma e formação

“…Undoubtedly, some of the reasons why teamwork is so strongly emphasized in the interprofessional perspective are patient safety, integrality of healthcare, humanization of practices, and the promotion of workers' comfort and wellbeing 5 . Interprofessionality increases care safety, reducing risks, errors and damages; contributes to the satisfaction of health needs, introducing disease prevention and health promotion actions with precision and on the right time; and enhances users' satisfaction and comfort, which reflects on user embracement, integral care, and patients' adherence to the prescribed/oriented treatment or care plan 6 . Therefore, we must strongly defend teamwork, question teamwork, struggle for permanent health education, and claim for teaching-service-management-participation integration.…”

The Client Capital in Nursing Management in Hospitals

“…In this context, in the perspective of health organizations, as in other business segments, the implementation of quality of service assessment practices, client-centered, using instruments to measure their satisfaction, has been growing, both in the public and private sectors, in many countries around the world, especially in developing countries such as Turkey, India, Saudi Arabia, and Brazil. [12][13][14][15] In Brazil, the incipient culture of evaluating the results of healthcare services can still be considered fragile, since auditing, being the most used, is focused on costs and financial aspects, although some changes have been occurring in this context, with hospital accreditation, where it is necessary to implement and maintain certain quality standards in the result of the service, such as client satisfaction. 16 These aspects, allied to the understanding that the nurse manager should direct their actions to make them compatible with the organizational objectives and client needs, with view to improving nursing care, will promote both professional and organizational growth.…”

“…24 Studies that assessed satisfaction in public service attendance found fragility of humanization of care due to deficiencies in reception and communication, contributing to client dissatisfaction. 14,15,22 Thus, it was evident that the client's wishes, which are considered obvious or even elementary, should not be neglected, since the non-fulfillment of these wishes may trigger dissatisfaction and compromise the quality of care.…”

Avaliação Da Atenção Primária Em Um Município Do Sul Do Brasil

“…A baixa qualidade da APS pode estar relacionada a insatisfação dos usuários quanto a falta de resolutividade de seus problemas, demora no atendimento, dificuldade de acesso a especialistas e a tecnologias duras, falta de integração entre os serviços de saúde, acolhimento a demanda espontânea deficitário (ARRUDA;BOSI, 2017;BARATIERI et al, 2017;GOMIDE et al, 2017). Estes fatores de insatisfação levam os usuários a procurarem outros serviços de saúde para situações sensíveis a APS, como os pronto atendimentos, o que causa superlotação desses serviços, aumento de custos para o sistema e redução da resolutividade (BARATIERI et al, 2017;GOMIDE et al, 2017).…”