Satisfação de usuários da atenção primária à saúde: um estudo qualitativo no Nordeste do Brasil

Abstract

This study deals with user's satisfaction related to quality in primary health care in the context of public services in the city of Fortaleza, Northeast Brazil. It was conducted a qualitative study involving 43 users of health facilities located in this municipality. The research technique used was the non-directive interview, associated to free observations registered on field diary. The discursive material was analyzed from the hermeneutic-critical approach. The results highlight the satisfaction regarding the expansion of the coverage, resulting in improving access. However, several challenges persist, like as dissatisfaction with lack of specialists; barriers of access to specialties and poor integration between services. This study reiterates the importance of the relational dimension in health care and ilustrates the relevance of qualitative approach in studies about user's satisfaction, in the health evaluation field.

Program of assessment of primary care from the perspective of health professionals and managers

“…However, instituting an evaluative culture in the social actors involved in the care practice and management takes time and requires a good deal of effort to understand the importance and benefits of this process as a tool for change (13,18) . This is because the evaluative practice consists in a complex pro-cess, which requires several approaches that pervade the acceptance of services by the subjects involved, as well as the fulfillment of technical criteria, which must take into account the subjectivities involved in the context (19) .…”

Evaluation of the satisfaction of users of a service specialized in diabetes mellitus

“…Other studies emphasize the importance that should be given to the user-health team relationship (28)(29) . It becomes clear that the users' satisfaction with the health services involves the different dimensions that relate not only to their technical quality, but also to the attention received and to the emotional relations between the subjects.…”

Satisfação dos Usuários de Planos de Saúde da Caixa de Assistência à Saúde da Universidade – CASU/UFMG

“…A avaliação dos serviços e programas de saúde também tem ganhado espaço quando se trata de ações de planejamento e gestão, permitindo que sejam tomadas direções de planejamento capazes de favorecer o controle dos serviços oferecidos à sociedade, atendendo as principais necessidades da população (Arruda, & Bosi, 2017).…”