Satisfaction and perception of SUS's users about public health care

Author(s)

Suzely Adas Saliba Moimaz ^[1] ; Jeidson Antônio Morais Marques ^[2] ; Orlando Saliba ^[3] ; Cléa Adas Saliba Garbin ^[4] ; Lívia Guimarães Zina ^[5] ; Nemre Adas Saliba ^[6]

Affiliation

^[1] UNESP. Faculdade de Odontologia de Araçatuba

^[2] UNESP. Faculdade de Odontologia de Araçatuba

^[3] UNESP. Faculdade de Odontologia de Araçatuba

^[4] UNESP. Faculdade de Odontologia de Araçatuba

^[5] UNESP. Faculdade de Odontologia de Araçatuba

^[6] UNESP. Faculdade de Odontologia de Araçatuba - Brasil

• Document type: Journal article
• Source: Physis: Revista de Saúde Coletiva; v. 20, n. 4, p. 1419-1440, 2010-12-00.
• Field of knowledge: Health Sciences - Collective Health

Abstract

The assessment of the degree of users' satisfaction with the health system is an important indicator to be considered in planning actions. The aim of this study was to evaluate the degree of satisfaction of users of health services and municipal services to be used. This survey was conducted in five municipalities of São Paulo. The sample was selected at random, stratified, and interviewed 471 heads of households or their spouses. Qualitative data were analyzed using content analysis and quantitative data were processed using the statistical software Epi Info. Among the users of the five municipalities, 93.0% attended the public health care. To 72.0%, health services are solving the problems and needs of the population. Based on access to care, 57.6% of the population complained about the presence of queues for care. More than half (69.5%) said they had confidence in the health team, however, many reports demonstrated the lack of a humanized care. In relation to health services, 61.7% rated them as excellent or good. We conclude that most users are satisfied with the municipal health services, despite the large amount of complaints regarding care, lack of humanization and welcoming, lack of facilities. The user's perception is of utmost importance when scaling the result of actions that have been developed in the health sector, and serves as a vector of direction and planning service. (AU)