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