Estudo etnográfico da satisfação do usuário do Programa de Saúde da Família (PSF) na Bahia

Trad, Leny Alves Bomfim; Bastos, Ana Cecília de Sousa; Santana, Edyara de Morais; Nunes, Mônica de Oliveira

doi:10.1590/s1413-81232002000300015

Cited by 95 publications

(130 citation statements)

References 7 publications

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“…Interviewee 6. This aspect was also identified in a study conducted at a FHU in the state of Bahia, where the users pointed out the ease of access "to the professional and to the health care actions when compared to the old model of care" (8) . (8,15) .…”

Section: Access To the Family Health Unit -Expression Of Satisfactionmentioning

confidence: 86%

“…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.…”

Section: Introductionmentioning

confidence: 99%

“…In this research the following dimensions of satisfaction were used for the analysis of user satisfaction regarding the assistance provided by a Family Health Unit: relational (respect, consideration, welcome, kindness, concern, friendliness, courtesy), organizational (organization of the services), professional (time spent in consultation, sufficient and clear information, communication between the professionals and the users), socio-economic (aspects related to the living conditions of people), cognitive (user conception, understanding of the logic of operation of the service) (8,15) . …”

Section: Introductionmentioning

confidence: 99%

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Assistance in family health from the perspective of users

Mishima

Pereira

Matumoto

et al. 2010

Rev. Latino-Am. Enfermagem

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This descriptive exploratory study analyzed user satisfaction with the care received at a Family Health Unit in Ribeirão Preto, Brazil. In total, 40 users from families registered in the FHU were selected, using key informants and the snowball sampling technique, and interviewed.Thematic content analysis was used to analyze the empirical material. Interviewees were mostly female, over 50 years, resident in the catchment area of the unit for 10-30 years, had incomplete primary education and also did not perform work outside the home. The analysis identified three themes: access, team-user interaction and organization of work in the FHU.The subjects of this study expressed satisfaction with the accessibility provided together with the caring attention given to them, marked by a team-user interaction that takes place in a friendly and patience manner. Although not totally satisfied, the majority of users would recommend the health service to someone due to its quality. La asistencia en la Salud de la Familia bajo la perspectiva de los usuarios Este estudio exploratorio y descriptivo analizó la satisfacción del usuario en lo que se refiere a la atención recibida en una unidad de Salud de la Familia(USF) en Ribeirao Preto-SP, Brasil. Fueron entrevistados 40 usuarios de familias registradas por la USF, seleccionadas por informantes clave y muestreo por bola de nieve. El análisis temático de contenido se utilizó para analizar el material empírico. Los entrevistados son mayoritariamente mujeres, con más de 50 años, residentes en el área de alcance de la unidad, entre 10 y 30 años, tienen enseñanza primaria incompleta y no ejercían trabajo fuera del domicilio. El análisis identificó tres temas: acceso, interacción equipo-usuario y organización del trabajo en la USF. Los sujetos del estudio expresaron satisfacción con la accesibilidad desde que vinculada a la atención cuidadosa que recibían, marcada por una interacción equipo-usuario amigable y paciente. A pesar de que no están totalmente satisfechos, la mayoría de los usuarios indicaría este servicio por su calidad.Descriptores: Salud de la Familia; Atención Primaria de Salud; Satisfacción del Paciente; Servicios Básicos de Salud. IntroductionThe Family Health -FH, strategy adopted by the Ministry of Health of Brazil, has been implemented throughout the country since 1994, in order to make changes to the logic of the current, biomedical, curative, individualizing, action fragmenting model of care. In this period of implementation, one of the criticisms elaborated refers to the maintenance of its core work, still doctorcentered, which does not qualitatively change the profile of services and acts only on the structure of services and not on the work process (1) .For this change of logic in the work process in FH, there is a need for actions that make it possible to work with individual and collective care, including actions for harm prevention, health promotion, as well as those related to the organization of the work process and that implicate the monitoring and evaluati...

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Section: Access To the Family Health Unit -Expression Of Satisfactionmentioning

confidence: 86%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Assistance in family health from the perspective of users

Mishima

Pereira

Matumoto

et al. 2010

Rev. Latino-Am. Enfermagem

View full text Add to dashboard Cite

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“…[23][24][25] The subjects' perceptions of primary health care repeated stereotypes associated with this type of health care: little use of technology, not feeling the problem was resolved, offering mainly palliative actions, performed by unskilled practitioners and characterized by simplicity/ lack of treatment resources -a vision which is accompanied by demand for the creation and expansion of outpatient specialties in the primary care network.…”

Section: "The Doctor Touched Her Like This [Makes Gesture Of Two Fi Nmentioning

confidence: 99%

“…Research carried out in family health units found the users to be resistant to adopting criteria for priority in the distribution of appointments. 24,25 Certain regulations for the health care services were considered rigid and seen as "bureaucracy." This emphasises, once again, the stand-off between the logic of supply, defi ned by the services, and users' expectations, which refer to diverse needs.…”

Section: "People Come From As Far As the Countryside (…) When Our Turmentioning

confidence: 99%

Acessibilidade à atenção básica a famílias negras em bairro popular de Salvador, Brasil

Trad

Castellanos

Guimarães³

2012

Rev. Saúde Pública

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OBJECTIVE:To analyse the accessibility of primary health care for black families from a poor neighbourhood. METHODS:Ethnographic study with an interpretative anthropological approach, carried out with 18 families selected from a poor neighbourhood of Salvador, Northeastern Brazil, over a period of two years. Criteria for inclusion included being resident in the neighbourhood and classifying themselves as black. The analysis was based on interpretative anthropology and encompassed the following categories: ethnic and racial self-reference; experience of discrimination from public services; perception of accessibility to primary health care and barriers to accessibility. RESULTS AND DISCUSSION:We identifi ed the following aspects: a) ethnic and racial identity and health: the users' perception that organizational barriers and barriers to access are due to the wider social context which produces "fi rst class" and "second class" citizens, rather than due to institutional racism; b) the accessibility of the Brazilian National Health System (Sistema Único de Saúde, SUS): diffi cult access, delays in being seen, lack of commitment on the part of health professionals, no management action taken to manage or improve these situations; c) accessibility of primary health care; overall vision of the context of the SUS and support in the interviewees descriptions of access to primary health care. CONCLUSIONS:There are economic, organizational and cultural barriers to access which come between the service provided and effective care for the needs of the population of this study.

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