Estudo etnográfico da satisfação do usuário do Programa de Saúde da Família (PSF) na Bahia

Ciência & Saúde Coletiva

Leny Alves Bomfim Trad²  Ana Cecília De Souza Bastos¹  Edyara De Morais Santana²  Mônica Oliveira Nunes² 

[1] ,Universidade Federal da Bahia Instituto de Saúde Coletiva Salvador BA

关键词: Ethnography;    User satisfaction;    Health programs;    Etnografia;    Satisfação de usuários;    Programa de saúde;   

DOI  :  10.1590/S1413-81232002000300015

来源: SciELO

【 摘 要 】

The present study consists of a qualitative evaluation of user satisfaction in the areas covered by the Family Health Program, which are located within five municipalities of Salvador (Bahia, Brazil). During the evaluation, the following dimensions were taken into account: cognitive, relational, organizational and professional; the family health teams' point of view was also considered. Owing to criticism directed in the literature towards the methodological limitations of studies undertaking to evaluate user satisfaction, in particular biases linked to social expectations or to the reduction of the subjective process of evaluation through yes/no-type answers to sets of closed questions, we favored in this case methodological strategies that bear the hallmark of ethnography. Through the focal groups technique, the users have been able to express their perception of the program and of the services offered by the teams while they were disclosing their needs and the satisfactions they expected from them.

【 授权许可】

CC BY   
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