User satisfaction on the health care provided by the primary health care program in a state in northeastern Brazil

  • Nayara Pereira Limão Federal University of Paraíba, João Pessoa
  • Ane Polline Lacerda Protasio Federal University of Paraíba, João Pessoa
  • Luciano Bezerra Gomes Federal University of Paraíba, João Pessoa
  • Liliane dos Santos Machado Federal University of Paraíba, João Pessoa
  • Ana Maria Gondim Valença Department of Clinical and Social Dentistry, Federal University of Paraíba, João Pessoa

Resumo

AIM: To verify the factors influencing user’s satisfaction regarding the health services offered in the Primary Health Care of Paraíba and its macro-regional health care units based on data from the 2nd PMAQ-AB External Evaluation Cycle. METHODS: A cross-sectional study was carried out based on secondary data, and logistic regression models were developed with user’s satisfaction (obtained by cluster analysis) as dependent variable. Explanatory variables selected included: user’s gender; access to health services; receptivity to spontaneous demand; scheduling appointment at health units; comprehensive health care; bonding, accountability and coordination of care; home visit; mechanisms of user participation and interaction. RESULTS: It was verified that macro-regional units 1 and 4 presented higher percentage of users who were not satisfied with their mechanism of participation in the unit, through suggestions / complaints and physical examinations during consultations. The regression model demonstrated the factors that negatively influence satisfaction, some of them: the unit's operating hours do not meet users' needs (OR = 0.60), the user cannot make a complaint or suggestion at the health unit (OR = 0.68), the user could not schedule appointment for the same day (OR = 0.83), professionals never ask about the user’s relatives (OR = 0.81) and the Community Health Worker does not make home visits (OR = 0.78). CONCLUSION: There are weaknesses, such as the relationship between user and health professional, the coordination of care and participation / social control in the unit.

Publicado
2018-05-03
Como Citar
LIMÃO, Nayara Pereira et al. User satisfaction on the health care provided by the primary health care program in a state in northeastern Brazil. Revista Científica do CRO-RJ (Rio de Janeiro Dental Journal), [S.l.], v. 3, n. 1, p. 59-68, maio 2018. Disponível em: <http://revcientifica.cro-rj.org.br/index.php/revista/article/view/18>. Acesso em: 26 ago. 2019.
Seção
Artigos