Satisfação do usuário na Saúde da Família sob a perspectiva da responsividade

Abstract

CAMPOS, A. C. Analysis of user satisfaction in a Family Health Unit from the perspective of responsiveness. 2011. 145 p. Dissertation [MA]-Ribeirão Preto College of Nursing, University of São Paulo. This exploratory and descriptive study aimed to analyze the satisfaction of users who are assisted in a Family Health Unit of the city of Ribeirão Preto, state of São Paulo, Brazil from the perspective of responsiveness. The research was carried out in a Family Health Unit of the Western District of the city, selected by lot. Data were collected through semistructured interviews, followed a script based on the dimensions of responsiveness, and lasted from September 2010 to January 2011. The subjects were users of the families assisted by the Family Health Unit, being selected if at least one family member had access to the Family Health Unit in the last 6 months. 43 interviews were conducted since it was verified the saturation of data as a whole with this all interviews. The data analysis was made through thematic analysis, in which four major themes were identified: 1) The environment of the Health Unit, where despite the dissatisfaction with the lack of maintenance and care of the physical space, users indicates that this interferes little in the quality of provided care. However, environmental degradation is seen as lack of resources and negligence of the public administration, and also neglect of the staff in conserving and making the health service an environment propitious for care; 2) Access and its components of accessibilityis it favoring responsiveness?, with the presence of different aspects of accessibility that can generate user satisfaction and/or dissatisfaction. By bringing the shortage of technology soft-hard and hard to the processing of the care, users indicate that the Family Health Unit is a poor health service, which offers low-tech, low complexity, and little staff training; 3) Possibilities of construction of the relationship user-team-health service, showing dimensions of responsiveness that are present in the user's relationship with health services, mediated by a team that has to have tools to know about the health needs of the user and program actions that allow the expression of freedom and user participation in decisions on his/her health or on the alternatives to his/her monitoring. These dimensions are relate to trust, necessary link, welcome by the team, communication that allows the understanding, choice for a second opinion; 4) The Family Health Unit team-providing care and reception, the data analysis showed that users consider the health professional team friendly and committed with health care and ensure that people feel supported, assisted and confident in the prescribed conduct and offered guidelines, allowing the construction or expansion of the bond health serviceusers. It was concluded that aspects of responsiveness contribute to the evaluation of care provided in the Family Health allowing a more appropriate planning and closer to the needs of users, which permit the health...

Tendência da produção científica sobre avaliação em atenção primária à saúde

“…[18][19][20][21][22] A integralidade representa um avanço nos processos de trabalho na APS, principalmente no que se refere à continuidade das ações e garantia de atendimento nos diferentes níveis de atenção no SUS.…”

Educação permanente em saúde no processo de trabalho do enfermeiro: concepções e resultados nos municípios pequeno porte da DRSIII - Araraquara - São Paulo

“…falta de qualidade do serviço de saúde reverbera de distintas formas, como, por exemplo, na múltipla utilização dos serviços de saúde pelo usuário, na insatisfação do usuário(GAIOSO, MISHIMA, 2007, CAMPOS, 2011PAULA, 2011), que por sua vez, também modifica sua forma de se relacionar com a rede, com a unidade de saúde, com a equipe de aos membros das equipes de saúde, faltando-lhes aporte teórico e prático, e neste sentido, estratégias de qualificação da atenção à saúde tem sido objeto de discussão e implementação pelo Ministério da Saúde, e nesta perspectiva a Política de Educação Permanente em Saúde se coloca, também, para buscar suprir esta demanda(BOSI et al, 2010).…”