Client satisfaction from the perspective of responsiveness: strategy for analysis of universal systems?

Abstract

Objective: to analyze patient satisfaction in a Family Health Unit (FHU) of a municipality in the interior of São Paulo, Brazil, from the perspective of responsiveness. Method: this was a qualitative study with 41 patients of families who used the FHU at least once in the last six months. A semi-structured interview was used for data collection, performed from November of 2010 to January of 2011, focusing on the dimensions of responsiveness: dignity, autonomy, facilities and physical environment, immediate attention, choice, confidentiality, and communication. A thematic analysis was conducted. Results: four themes emerged from the analysis: the health unit environment; access and components of accessibility - favoring the responsiveness?; possibilities of developing a patient - health service staff relationship; and the FHU team - processing care and welcoming. Conclusion: responsiveness allows for the tracking and monitoring of non-medical aspects of care of the patients; it contributes to achieving universal coverage, emphasizing the quality of care.

Evaluation of the satisfaction of users of a service specialized in diabetes mellitus

“…This fact can be understood when considering that user satisfaction is multidimensional in nature, involving not only technical aspects, but also symbolic dimensions, in which the subject's perceptions, conceptions and actions, the social representations of the health-disease process and the way the health system is organized to meet the needs of users are included. In addition, authors have corroborated with this idea, as the relationship with the health team assumes a relevant role in minimizing the effects of an unsatisfactory service, when there is lack of sufficient infrastructure to meet the needs of the user (21) .…”

Satisfacción de servicios de salud e impacto sobre calidad de vida en pacientes adultos

“…Otro de los factores que mostraron un impacto negativo sobre la CVRS aunque no quedaron en el modelo final corresponde a la entrega oportuna de resultados de exámenes diagnósticos (laboratorio clínico, citología etc. ), factor que también es reportado con insatisfacción percibida por los pacientes en otros estudios [34][35][36]. El incumplimiento de las acciones para acceder a los servicios de manera ágil y oportuna trae efectos al usuario a nivel familiar, laboral, económico, social, entre otros, inhabilitándolo no sólo a él, sino a su familia.…”

“…El incumplimiento de las acciones para acceder a los servicios de manera ágil y oportuna trae efectos al usuario a nivel familiar, laboral, económico, social, entre otros, inhabilitándolo no sólo a él, sino a su familia. Esta situación genera procesos de inequidad, como lo reportan varios investigadores [34][35][36] y comprometerían la CVRS, ya que al no disponer en el momento real de los resultados de exámenes clínicos y pruebas de laboratorio, no se puede iniciar el tratamiento adecuado de las enfermedades y se conlleva a sus posibles complicaciones tal y como se confirma en el estudio de Seva [37], donde los paciente al no disponer de sus resultados oportunamente recurren a medicina paliativa, farmacias o médicos cercanos y más allá de todo esto hasta se recurren a medidas legales y acciones de desistimiento donde el paciente a pesar de sentirse enfermo desiste de la atención comprometiendo su bienestar y calidad de vida [37]. Las instituciones de salud tienen la obligación de ser asequibles, equitativos, sostenibles y de calidad; y compete a ellas las funciones de promover, restablecer y mejorar la salud individual y colectiva [38], para lo cual se espera que estos resultados sirvan de guía a muchas instituciones en procura de la excelencia del sistema de salud y la garantía de los derechos fundamentales del individuo como el derecho a la salud según lo establecido por la Constitución Política Colombiana [12].…”

Intervenção domiciliar como ferramenta para o cuidado de enfermagem: avaliação da satisfação de idosos

“…This component had to be conceptualised in the context of the study, and the result was conceived as the consequences of home nursing interventions with regard to the changes the elderly perceived in their state of health or related to altered knowledge and behaviours, motivated by the interventions, and satisfaction with the interventions. The evaluative perspective of the users, which includes their satisfaction, is a relevant tool, but it is not the only tool (13) . The anonymity of responses was ensured, together with all the other ethical precepts of Resolution #466/2012 of the National Health Council (14) .…”