Health care users' satisfaction in Brazil, 2003

Gouveia, Giselle Campozana; Souza, Wayner Vieira de; Luna, Carlos Feitosa; Júnior, Paulo Roberto Borges de Souza; Szwarcwald, Célia Landmann

doi:10.1590/s0102-311x2005000700012

Cited by 80 publications

(66 citation statements)

References 6 publications

(8 reference statements)

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“…This study corroborates the studies of Moimaz et al 12 and Gouveia et al 17 because it showed that factors associated to health services, with regard to their access and use, are related to dimensions such as socioeconomic characteristics, access to health services, making appointments at the health unit, receptivity to spontaneous demand, comprehensive health care, the forming of a bond, accountability and coordination of care and mechanisms for user participation and interaction.…”

Section: Resultssupporting

confidence: 91%

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

et al. 2017

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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.

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Section: Resultssupporting

confidence: 91%

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

et al. 2017

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“…Waiting time between arrival at the healthcare unit and first contact with a health professional was strongly related to satisfaction with the SUS. This is a consistent finding in Brazilian and international studies on user satisfaction 22,25 and thus emphasizes the importance of health teams organizing their internal work process, access to innovative technologies, and creation of healthcare agendas in order to ensure that users do not have to wait more than 30 minutes for their first contact with health professionals.…”

Section: Discussionsupporting

confidence: 76%

Contextual and individual factors associated with dissatisfaction with the Brazilian Unified National Health System, 2011-2012

et al. 2016

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User satisfaction is known to be related to quality of healthcare. The aim of this study was to evaluate the influence of contextual and individual factors associated with user dissatisfaction with the Brazilian Unified National Health System (SUS). This was a cross-sectional multilevel study. Data were collected via telephone by the ombudsman's office of the SUS. Telephone numbers were randomly selected from a telephone company database. Health services, socioeconomic, and individual demographic variables were evaluated, in addition to information on the municipalities. The outcome variable was dissatisfaction with the SUS. Hierarchical multilevel logistic regression was used, and 18,673 individuals were contacted. Prevalence of dissatisfaction was 63.4% (95%CI: 62.7-64.1). Unmet demand (OR = 3.66), waiting time > 4 hours (OR = 2.82), and number of Primary Healthcare Units (OR = 0.89) were associated statistically with dissatisfaction. Characteristics of the health teams' work process showed a strong association with dissatisfaction.

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“…Ainda assim, mesmo que a mensuração da satisfação do usuário seja um processo complexo, a difusão da concepção de administração pública voltada para a qualidade, junto com o crescimento dos movimentos dos consumidores, acabou conferindo aos pacientes um lugar importante na avaliação dos serviços de saúde 18,19,20,21 .…”

Section: Satisfação Do Usuáriounclassified