Satisfação do usuário com o serviço prestado pela Estratégia Saúde da Família

Abstract

In order to assess user´s satisfaction with the service provided by the Family Health Strategy (FHS), it was conducted a cross-sectional study in a city in West Frontier of Rio Grande do Sul, Brazil. A questionnaire consisting of questions about: identification, sociodemographic characteristics and health of users; User satisfaction with the service; Criterion issues Economic Classification Brazil, which evaluates the purchasing power of families. It were interviewed 369 users of FHS, most of the female sex, low education and economic class C and D-E. The item with the highest satisfaction on the part of respondents is related to accessibility: Time spent with displacement, followed by the items directly related to the care of health professionals: Intimacy respected during physical examination, Secrecy of information and Privacy speaking with health professional. The lowest percentage of satisfaction were observed in items Timeout to be served and The availability of medicines. The results of this study show that there are marked differences in satisfaction on specific items between the FHS, so that future proposition of service improvement actions must also take into consideration the uniqueness of each coverage area.