User satisfaction from the perspective of acceptability in the family health scenario

Texto & Contexto - Enfermagem

Vanessa Pirani Gaioso¹  Silvana Martins Mishima² 

[1] ,University of São Paulo School of Nursing at Ribeirão Preto

关键词: Health services evaluation;    Primary health care;    Consumer satisfaction;    Family health;    Avaliação de serviços de saúde;    Atenção primária à saúde;    Satisfação dos consumidores;    Saúde da família;    Evaluación de servicios de salud;    Atención primaria de salud;    Satisfacción de los consumidores;    Salud de la familia;   

DOI  :  10.1590/S0104-07072007000400005

来源: SciELO

【 摘 要 】

The purpose of this study was to assess users' acceptability of the care offered and delivered by Family Health teams in Ribeirão Preto, São Paulo, Brazil. This exploratory-descriptive study was based on a quantitative-qualitative approach method. The sample consisted of 171 users, registered at the four Family Health Units that cover the basic area of a secondary service. The study used semi structured interviews with analytical dimensions: infrastructure, accessibility, and team-user relationships. Descriptive statistics was used for calculations of standard deviation, mean and median, assisted by Statistical Package for Social Science, and thematic analysis. The results show predomination of the female gender (87,7%), age older than 60 years old (31.0%), and monthly income inferior to two minimum monthly salaries (34%). Users indicated considerate and affective interpersonal relations as one point of satisfaction and one of the aspects that differentiates health care. Dissatisfaction predominated in terms of environment, a long time spent in the waiting room, and organizational accessibility, impairing care longitudinality and continuity. Studies within this theme give opportunities to users, strengthening their participation in the planning processes and exercising social control.

【 授权许可】

CC BY   
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