Resumo

MENDES, Felismina; MANTOVANI, Maria de Fátima; GEMITO, Maria Laurência  e  LOPES, Manuel José. User satisfaction with primary health care. Rev. Enf. Ref. [online]. 2013, vol.serIII, n.9, pp.17-25. ISSN 0874-0283.  https://doi.org/10.12707/RIII1281.

Context - User satisfaction with health institutions is a priority because their needs and expectations are constantly changing. Therefore, institutions must adopt forms of organization and entrepreneurial management adapted to these needs. Objectives - To assess the global level of user satisfaction with organizational factors and the services provided at Health Care Centers and Family Health Units. Method - Descriptive study whose target population was users of 16 Health Care Centers. A random sample of 2665 users answered a questionnaire containing satisfaction indicators concerning the infrastructure and services provided. Satisfaction was defined in terms of those who reported being “satisfied” or “very satisfied”, and the respective frequencies were then calculated. Results - Satisfaction levels regarding infrastructure, practice, access to professionals and consultations were higher than 50% in the 16 facilities. The lowest level of satisfaction was related to the play area for children. Conclusions - The levels of satisfaction appear consensual and quite high, which could indicate either a gratitude effect or a low level of expectation.

Palavras-chave : patient satisfaction; primary health care; public health.

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