User satisfaction with psychosocial healthcare services, Southern Brazil
| Autor(a) principal: | |
|---|---|
| Data de Publicação: | 2009 |
| Outros Autores: | , , , , , , , , , |
| Tipo de documento: | Artigo |
| Idioma: | por eng |
| Título da fonte: | Revista de Saúde Pública |
| DOI: | 10.1590/S0034-89102009000800006 |
| Texto Completo: | https://www.revistas.usp.br/rsp/article/view/32665 |
| Resumo: | OBJECTIVE: To evaluate user satisfaction with psychosocial healthcare services. METHODS: Qualitative and quantitative study conducted in psychosocial healthcare services in the states of Paraná, Santa Catarina and Rio Grande do Sul, Southern Brazil, in 2006. The study combined quantitative and qualitative methods. Quantitative epidemiological data from a cross-sectional study including 1,162 users of 30 psychosocial healthcare services was used. The instrument used to evaluate users' satisfaction was the Brazilian version of the WHO Users' Satisfaction Scale (SATIS-BR), a 1 to 5-point scale. Qualitative data was collected from five case studies using a fourth generation approach. Information was obtained from field observations and interviews (between ten and 13 users in each field, totaling 57 users) and presented to users in validation and negotiation workshops. RESULTS: The SATIS-BR scale showed that users positively evaluated all items, overall mean 4.4 (SD=0.4). Communication and relationship with psychosocial healthcare services staff had mean 4.5 (SD=0.5), and access to information through staff had mean 4.8. Satisfaction with care service was the lowest, mean 4.1, and general service infrastructure had mean 3.9. The qualitative study revealed that, according to users, the quality of treatment provided was good and the outcome was satisfactory. Their new status, better access to services, ending of their physical and social isolation, response to their demands and helping them reorganize their lives - all contributed to users' satisfaction. CONCLUSIONS: The complementary results of both study approaches showed that users are satisfied with care provided at the psychosocial healthcare services studied. |
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User satisfaction with psychosocial healthcare services, Southern Brazil Satisfacción de los usuarios de los centros de atención psicosocial de la región Sur de Brasil Satisfação dos usuários dos centros de atenção psicossocial da região Sul do Brasil Serviços de Saúde MentalSatisfação do PacienteAvaliação de Serviços de SaúdeEstudos de CasosEstudos TransversaisServicios de Salud MentalSatisfacción del PacienteEvaluación de Servicios de SaludEstudios de CasosEstudios TransversalesMental Health ServicesPatient SatisfactionHealth Services EvaluationCase StudiesCross-Sectional Studies OBJECTIVE: To evaluate user satisfaction with psychosocial healthcare services. METHODS: Qualitative and quantitative study conducted in psychosocial healthcare services in the states of Paraná, Santa Catarina and Rio Grande do Sul, Southern Brazil, in 2006. The study combined quantitative and qualitative methods. Quantitative epidemiological data from a cross-sectional study including 1,162 users of 30 psychosocial healthcare services was used. The instrument used to evaluate users' satisfaction was the Brazilian version of the WHO Users' Satisfaction Scale (SATIS-BR), a 1 to 5-point scale. Qualitative data was collected from five case studies using a fourth generation approach. Information was obtained from field observations and interviews (between ten and 13 users in each field, totaling 57 users) and presented to users in validation and negotiation workshops. RESULTS: The SATIS-BR scale showed that users positively evaluated all items, overall mean 4.4 (SD=0.4). Communication and relationship with psychosocial healthcare services staff had mean 4.5 (SD=0.5), and access to information through staff had mean 4.8. Satisfaction with care service was the lowest, mean 4.1, and general service infrastructure had mean 3.9. The qualitative study revealed that, according to users, the quality of treatment provided was good and the outcome was satisfactory. Their new status, better access to services, ending of their physical and social isolation, response to their demands and helping them reorganize their lives - all contributed to users' satisfaction. CONCLUSIONS: The complementary results of both study approaches showed that users are satisfied with care provided at the psychosocial healthcare services studied. OBJETIVO: Evaluar la satisfacción de los usuarios con la atención en los centros de atención psicosocial. MÉTODOS: El estudio fue realizado en centros de atención psicosocial de los estados del Sur de Brasil: Paraná, Santa Catarina y Rio Grande do Sul, en 2006. La estrategia de investigación fue dividida en métodos cuantitativo y cualitativo. Para evaluación cuantitativa fueron utilizados datos epidemiológicos del tipo transversal de muestra 1.162 usuarios de 30 centros de atención psicosocial. El instrumento utilizado para evaluar la satisfacción de los usuarios fue la Escala Brasilera de Evaluación de la Satisfacción (SATIS-BR), de 1 a 5 puntos. Para evaluación cualitativa fueron realizados cinco estudios de caso, utilizándose metodología de evaluación de cuarta generación. Los datos fueron obtenidos en observación de campo y entrevistas (entre diez y 13 usuarios en cada campo, totalizando 57 usuarios) y presentados a los usuarios en oficinas de validación y negociación. RESULTADOS: La escala SATIS-BR indicó evaluación positiva de todos los ítems, con promedio de 4,4 (desviación-estándar, DP= 0,4). La comunicación y la relación con el equipo presentaron promedio 4,5 (DP= 0,5): el acceso a informaciones a partir del equipo presentó promedio 4,8. La satisfacción con el servicio presentó el menor promedio, con 4,1; las condiciones generales de instalación de servicio presentaron promedio 3,9. En el estudio cualitativo, el tratamiento en el servicio fue bueno y el resultado satisfactorio. La reubicación del usuario contribuyó para satisfacción, así como el acceso a la atención, la ruptura con el aislamiento físico y social, el acogimiento de sus demandas y ayuda para organizar la vida. CONCLUSIONES: Los resultados complementarios de ambas estrategias de estudio muestran satisfacción de los usuarios con la atención en los centros estudiados. OBJETIVO: Avaliar a satisfação dos usuários com o atendimento nos centros de atenção psicossocial. MÉTODOS: O estudo foi realizado em centros de atenção psicossocial dos estados: Paraná, Santa Catarina e Rio Grande do Sul, em 2006. A estratégia de investigação foi dividida em métodos quantitativo e qualitativo. Para avaliação quantitativa foram utilizados dados epidemiológicos do tipo transversal de amostra 1.162 usuários de 30 centros de atenção psicossocial. O instrumento utilizado para avaliar a satisfação dos usuários foi a Escala Brasileira de Avaliação da Satisfação (SATIS-BR), de 1 a 5 pontos. Para avaliação qualitativa foram realizados cinco estudos de caso, utilizando-se metodologia de avaliação de quarta geração. Os dados foram obtidos em observação de campo e entrevistas (entre dez e 13 usuários em cada campo, totalizando 57 usuários) e apresentados aos usuários em oficinas de validação e negociação. RESULTADOS: A escala SATIS-BR indicou avaliação positiva de todos os itens, com média de 4,4 (desvio-padrão, DP=0,4). A comunicação e o relacionamento com a equipe apresentaram média 4,5 (DP=0,5); o acesso a informações a partir da equipe apresentou média 4,8. A satisfação com o serviço apresentou a menor média, com 4,1; as condições gerais de instalação do serviço apresentaram média 3,9. No estudo qualitativo, o tratamento no serviço foi bom e o resultado satisfatório. O reposicionamento do usuário contribuiu para satisfação, assim como o acesso ao atendimento, a ruptura com o isolamento físico e social, o acolhimento de suas demandas e ajuda para organizar a vida. CONCLUSÕES: Os resultados complementares de ambas as estratégias do estudo mostram satisfação dos usuários com o atendimento nos centros estudados. Universidade de São Paulo. Faculdade de Saúde Pública2009-08-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://www.revistas.usp.br/rsp/article/view/3266510.1590/S0034-89102009000800006Revista de Saúde Pública; Vol. 43 No. suppl.1 (2009); 29-35 Revista de Saúde Pública; Vol. 43 Núm. suppl.1 (2009); 29-35 Revista de Saúde Pública; v. 43 n. suppl.1 (2009); 29-35 1518-87870034-8910reponame:Revista de Saúde Públicainstname:Universidade de São Paulo (USP)instacron:USPporenghttps://www.revistas.usp.br/rsp/article/view/32665/35064https://www.revistas.usp.br/rsp/article/view/32665/35065Copyright (c) 2017 Revista de Saúde Públicainfo:eu-repo/semantics/openAccessKantorski, Luciane PradoJardim, Vanda da RosaWetzel, ChristineOlschowsky, AgnesSchneider, Jacó FernandoHeck, Rita MariaBielemann, Valquíria de LourdesSchwartz, EdaCoimbra, Valéria Cristina ChristelloQuevedo, André Luis Alves deSaraiva, Suélen dos Santos2012-07-09T02:08:14Zoai:revistas.usp.br:article/32665Revistahttps://www.revistas.usp.br/rsp/indexONGhttps://www.revistas.usp.br/rsp/oairevsp@org.usp.br||revsp1@usp.br1518-87870034-8910opendoar:2012-07-09T02:08:14Revista de Saúde Pública - Universidade de São Paulo (USP)false |
| dc.title.none.fl_str_mv |
User satisfaction with psychosocial healthcare services, Southern Brazil Satisfacción de los usuarios de los centros de atención psicosocial de la región Sur de Brasil Satisfação dos usuários dos centros de atenção psicossocial da região Sul do Brasil |
| title |
User satisfaction with psychosocial healthcare services, Southern Brazil |
| spellingShingle |
User satisfaction with psychosocial healthcare services, Southern Brazil User satisfaction with psychosocial healthcare services, Southern Brazil Kantorski, Luciane Prado Serviços de Saúde Mental Satisfação do Paciente Avaliação de Serviços de Saúde Estudos de Casos Estudos Transversais Servicios de Salud Mental Satisfacción del Paciente Evaluación de Servicios de Salud Estudios de Casos Estudios Transversales Mental Health Services Patient Satisfaction Health Services Evaluation Case Studies Cross-Sectional Studies Kantorski, Luciane Prado Serviços de Saúde Mental Satisfação do Paciente Avaliação de Serviços de Saúde Estudos de Casos Estudos Transversais Servicios de Salud Mental Satisfacción del Paciente Evaluación de Servicios de Salud Estudios de Casos Estudios Transversales Mental Health Services Patient Satisfaction Health Services Evaluation Case Studies Cross-Sectional Studies |
| title_short |
User satisfaction with psychosocial healthcare services, Southern Brazil |
| title_full |
User satisfaction with psychosocial healthcare services, Southern Brazil |
| title_fullStr |
User satisfaction with psychosocial healthcare services, Southern Brazil User satisfaction with psychosocial healthcare services, Southern Brazil |
| title_full_unstemmed |
User satisfaction with psychosocial healthcare services, Southern Brazil User satisfaction with psychosocial healthcare services, Southern Brazil |
| title_sort |
User satisfaction with psychosocial healthcare services, Southern Brazil |
| author |
Kantorski, Luciane Prado |
| author_facet |
Kantorski, Luciane Prado Kantorski, Luciane Prado Jardim, Vanda da Rosa Wetzel, Christine Olschowsky, Agnes Schneider, Jacó Fernando Heck, Rita Maria Bielemann, Valquíria de Lourdes Schwartz, Eda Coimbra, Valéria Cristina Christello Quevedo, André Luis Alves de Saraiva, Suélen dos Santos Jardim, Vanda da Rosa Wetzel, Christine Olschowsky, Agnes Schneider, Jacó Fernando Heck, Rita Maria Bielemann, Valquíria de Lourdes Schwartz, Eda Coimbra, Valéria Cristina Christello Quevedo, André Luis Alves de Saraiva, Suélen dos Santos |
| author_role |
author |
| author2 |
Jardim, Vanda da Rosa Wetzel, Christine Olschowsky, Agnes Schneider, Jacó Fernando Heck, Rita Maria Bielemann, Valquíria de Lourdes Schwartz, Eda Coimbra, Valéria Cristina Christello Quevedo, André Luis Alves de Saraiva, Suélen dos Santos |
| author2_role |
author author author author author author author author author author |
| dc.contributor.author.fl_str_mv |
Kantorski, Luciane Prado Jardim, Vanda da Rosa Wetzel, Christine Olschowsky, Agnes Schneider, Jacó Fernando Heck, Rita Maria Bielemann, Valquíria de Lourdes Schwartz, Eda Coimbra, Valéria Cristina Christello Quevedo, André Luis Alves de Saraiva, Suélen dos Santos |
| dc.subject.por.fl_str_mv |
Serviços de Saúde Mental Satisfação do Paciente Avaliação de Serviços de Saúde Estudos de Casos Estudos Transversais Servicios de Salud Mental Satisfacción del Paciente Evaluación de Servicios de Salud Estudios de Casos Estudios Transversales Mental Health Services Patient Satisfaction Health Services Evaluation Case Studies Cross-Sectional Studies |
| topic |
Serviços de Saúde Mental Satisfação do Paciente Avaliação de Serviços de Saúde Estudos de Casos Estudos Transversais Servicios de Salud Mental Satisfacción del Paciente Evaluación de Servicios de Salud Estudios de Casos Estudios Transversales Mental Health Services Patient Satisfaction Health Services Evaluation Case Studies Cross-Sectional Studies |
| description |
OBJECTIVE: To evaluate user satisfaction with psychosocial healthcare services. METHODS: Qualitative and quantitative study conducted in psychosocial healthcare services in the states of Paraná, Santa Catarina and Rio Grande do Sul, Southern Brazil, in 2006. The study combined quantitative and qualitative methods. Quantitative epidemiological data from a cross-sectional study including 1,162 users of 30 psychosocial healthcare services was used. The instrument used to evaluate users' satisfaction was the Brazilian version of the WHO Users' Satisfaction Scale (SATIS-BR), a 1 to 5-point scale. Qualitative data was collected from five case studies using a fourth generation approach. Information was obtained from field observations and interviews (between ten and 13 users in each field, totaling 57 users) and presented to users in validation and negotiation workshops. RESULTS: The SATIS-BR scale showed that users positively evaluated all items, overall mean 4.4 (SD=0.4). Communication and relationship with psychosocial healthcare services staff had mean 4.5 (SD=0.5), and access to information through staff had mean 4.8. Satisfaction with care service was the lowest, mean 4.1, and general service infrastructure had mean 3.9. The qualitative study revealed that, according to users, the quality of treatment provided was good and the outcome was satisfactory. Their new status, better access to services, ending of their physical and social isolation, response to their demands and helping them reorganize their lives - all contributed to users' satisfaction. CONCLUSIONS: The complementary results of both study approaches showed that users are satisfied with care provided at the psychosocial healthcare services studied. |
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2009 |
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2009-08-01 |
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info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
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article |
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publishedVersion |
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https://www.revistas.usp.br/rsp/article/view/32665 10.1590/S0034-89102009000800006 |
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https://www.revistas.usp.br/rsp/article/view/32665 |
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10.1590/S0034-89102009000800006 |
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por eng |
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por eng |
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https://www.revistas.usp.br/rsp/article/view/32665/35064 https://www.revistas.usp.br/rsp/article/view/32665/35065 |
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Copyright (c) 2017 Revista de Saúde Pública info:eu-repo/semantics/openAccess |
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Copyright (c) 2017 Revista de Saúde Pública |
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openAccess |
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application/pdf application/pdf |
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Universidade de São Paulo. Faculdade de Saúde Pública |
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Universidade de São Paulo. Faculdade de Saúde Pública |
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Revista de Saúde Pública; Vol. 43 No. suppl.1 (2009); 29-35 Revista de Saúde Pública; Vol. 43 Núm. suppl.1 (2009); 29-35 Revista de Saúde Pública; v. 43 n. suppl.1 (2009); 29-35 1518-8787 0034-8910 reponame:Revista de Saúde Pública instname:Universidade de São Paulo (USP) instacron:USP |
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USP |
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USP |
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10.1590/S0034-89102009000800006 |