Factors associated with user satisfaction regarding treatment offered in Brazilian primary health care

Abstract

The Program for Access and Quality Improvement in Primary Care (PMAQ-AB) aimed to improve healthcare public service quality. The purpose of this study was to identify the main factors that influence user satisfaction in Brazilian primary health care services. This research was carried out using secondary data from the first cycle of the PMAQ-AB. A cluster analysis was carried out to find the dependent variable of user satisfaction; and logistic regression was applied in order to obtain the decision model. From the resulting regression model, two factors can be highlighted as regards influencing user satisfaction in Brazil: the user's perception that the team did not attempt to address their needs/problems within the health unit; and the user not feeling respected by the professionals in relation to cultural habits, customs, and religion or only sometimes feeling so. This study revealed the importance of continued commitment of teams and managers to improving care access, meeting user needs, and improving organizational aspects and the health professional-user relationship.

Avaliação da satisfação de usuários da Atenção Básica portadores de hipertensão e diabetes

“…Em que pese a existência de diferentes medidas da satisfação na literatura -escala de faces, perguntas abertas-a forma como esse estudo aferiu a satisfação -por meio de respostas combinadas a duas perguntas -parece não ter acrescentado nenhum tipo de viés aos resultados, pois houve bastante similaridade com os resultados encontrados em outros estudos (9,19).…”

“…Estudos realizados na atenção primária à saúde referem uma prevalência de satisfação dos usuários em torno de 50% na Espanha e Finlândia, enquanto no Brasil, foi cerca de 70% (7)(8)(9). Entretanto, investigações brasileiras sinalizam a insatisfação dos usuários com os horários de atendimento, o agendamento de consultas, a organização do serviço, a deficiência na estrutura e os encaminhamentos às especialidades (9)(10)(11). Além disso, na comparação com usuários de países da América Latina e Caribe, observa-se que os brasileiros estão entre os mais insatisfeitos com o desempenho da saúde e com a qualidade do cuidado recebido (12).…”

Program of assessment of primary care from the perspective of health professionals and managers

“…Studies show that it is important for municipalities to adopt a financial distribution of values of the quality component to the Primary Care workers evaluated because they say that these social actors are central to the evaluation and important transforming agents of the local reality (8)(9) . Moreover, the Program foresees the transfer of funds, i.e.…”

User satisfaction on the health care provided by the primary health care program in a state in northeastern Brazil

“…This type of study provides guidance to managers and influences and values the user's role within the health service through popular participation. 8,[12][13][14] With regard to the variable gender, there was a higher percentage of female users in all macro-regional health districts of Paraíba state. These findings are in line with the literature showing that the presence of men attending PHC services is lower than that of women.…”