Satisfação e responsividade: formas de medir a qualidade e a humanização da assistência à saúde

Abstract

O artigo faz uma discussão dos conceitos de "satisfação do usuário", "responsividade", "humanização" e "direitos do paciente". Ressaltam-se suas convergências e diferenças, bem como sua pertinência nas pesquisas de avaliação de serviços e sistemas de saúde. Satisfação e responsividade são analisados como conceitos operacionais que incorporam a visão do usuário; humanização e direitos do paciente referem-se a princípios normativos que orientam políticas e programas. Enquanto as pesquisas de satisfação deram destaque ao lugar dos pacientes nos serviços e sistemas de saúde, o conceito de responsividade fortaleceu sua posição, dando ao paciente o status de um indivíduo/cidadão, ou seja, de um sujeito de direitos válidos universalmente. Esse arcabouço conceitual e metodológico é parte de um paradigma de direitos aplicado também na área da avaliação da qualidade e da assistência à saúde.

Assistance in family health from the perspective of users

“…These determine different forms of being unwell and of being healthy, and, therefore of using the health services. These services should organize themselves to better respond to local needs of their populations, including regional organization in relation to the services of medium and high complexity Additionally, there are also the specific demands, loaded with expectations and the subjectivity of the users, differentiated by their socio-economic and cultural insertion (6) .…”

“…Studies (3)(4)(5)(6)(7)(8) on the evaluation of health services, of programs and of specific actions have been produced, however, there is still a scarcity of scientific production focused on user satisfaction concerning the Primary Health Care (PHC) services, especially those related to Family Health (9)(10)(11)(12)(13) , thus, this research can contribute to the reflection and production of knowledge in this field of practice.…”

“…These determine different forms of being unwell and of being healthy, and, therefore of using the health services. These services should organize themselves to better respond to local needs of their populations, including regional organization in relation to the services of medium and high complexity Additionally, there are also the specific demands, loaded with expectations and the subjectivity of the users, differentiated by their socio-economic and cultural insertion (6) .Scholars of the theme have highlighted the diversity of theoretical and methodological approaches found in the investigations of user satisfaction, and that "there are important differences in the activation of the concept of satisfaction, i.e. in the definition of its components or dimensions [...]" (15) , which relate to aspects of services, such as: access, quality, physical and organizational structure, aspects of the doctor-patient relationship, among others (15) .…”

Grau de satisfação de usuários de um hospital privado

“…For these authors, research on responsiveness considered two elements: the first, is to measure what happens when people interact with the health system, which involves collecting data about behavior, events or actions in the health system; the second, is to measure how people served by the health system perceive and evaluate what happens. It is, therefore, two distinct procedures for the performance of the health system, one aspect is to measure what happens and the other is to measure people's perception about what happens, since individuals may have a negative or positive perception about the health system, even though the indicators of "what happens" might indicate the contrary (16) .…”

Availability of dental treatment is associated with satisfaction derived from Primary Health Care Services accessed by elderly

“…The elderly participants in this study had access and remained engaged to a Primary Health Care service, but the study assessed what factors create satisfaction with such services, specifically the availability of dental treatment. This study was also a cross-sectional study that does not allow inferences of casual relationships 20,21 .…”