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

• Autor(a) principal: Gaioso,Vanessa Pirani
• Data de Publicação: 2007
• Outros Autores: Mishima,Silvana Martins
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Texto & contexto enfermagem (Online)
• Texto Completo: http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0104-07072007000400005
• topic: Health services evaluation; Primary health care; Consumer satisfaction; Family health

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.