Gouveia Giselle Campozana, Souza Wayner Vieira de, Luna Carlos F, Souza-Júnior Paulo Roberto Borges de, Szwarcwald Célia Landmann
Centro de Pesquisa Aggeu Magalhães, Fundação Oswaldo Cruz, Recife, Brazil.
Cad Saude Publica. 2005;21 Suppl:109-18. doi: 10.1590/s0102-311x2005000700012. Epub 2006 Jan 31.
Evaluation of users' satisfaction with the health system brings back longstanding questions concerning the quality of services provided to the Brazilian population. The current study analyzes satisfaction with outpatient and inpatient care based on the results of the World Health Survey, conducted in Brazil in 2003. To explain satisfaction with various aspects of care through a small number of factors, the factor analysis technique was used, through principal components analysis (PCA). Multiple regression models identified associations between satisfaction scores and different sociodemographic variables. For outpatient care, waiting time showed the lowest degree of satisfaction, and in the case of hospitalization, freedom to choose the physician was the worst evaluated aspect. Three components were extracted from the PCA, related respectively to satisfaction with health professionals, health services, and health problem solution. Multiple regression analysis showed that having experienced some type of discrimination (on the basis of gender, age, poverty, social class, skin color, or type of disease) and being an exclusive user of the public National Health System involved a lower degree of users' satisfaction.
对用户对医疗系统满意度的评估引发了长期以来关于为巴西民众提供的服务质量的问题。本研究基于2003年在巴西进行的世界卫生调查结果，分析了对门诊和住院护理的满意度。为了通过少数几个因素来解释对护理各个方面的满意度，采用了因子分析技术，即主成分分析（PCA）。多元回归模型确定了满意度得分与不同社会人口统计学变量之间的关联。对于门诊护理，等待时间的满意度最低，而在住院方面，选择医生的自由度是评价最差的方面。从主成分分析中提取了三个成分，分别与对卫生专业人员、卫生服务和健康问题解决的满意度相关。多元回归分析表明，经历过某种形式的歧视（基于性别、年龄、贫困、社会阶层、肤色或疾病类型）以及作为公共国家卫生系统的唯一用户，会导致用户满意度较低。
