Departamento de Enfermagem, Faculdade de Enfermagem e Obstetrícia, Universidade Federal de Pelotas, 96030-002 Pelotas, RS, Brasil.
Rev Saude Publica. 2009 Aug;43 Suppl 1:29-35. doi: 10.1590/s0034-89102009000800006.
To evaluate user satisfaction with psychosocial healthcare services.
Qualitative and quantitative study conducted in psychosocial healthcare services in the states of Paraná, Santa Catarina and Rio Grande do Sul, Southern Brazil, in 2006. The study combined quantitative and qualitative methods. Quantitative epidemiological data from a cross-sectional study including 1,162 users of 30 psychosocial healthcare services was used. The instrument used to evaluate users' satisfaction was the Brazilian version of the WHO Users' Satisfaction Scale (SATIS-BR), a 1 to 5-point scale. Qualitative data was collected from five case studies using a fourth generation approach. Information was obtained from field observations and interviews (between ten and 13 users in each field, totaling 57 users) and presented to users in validation and negotiation workshops.
The SATIS-BR scale showed that users positively evaluated all items, overall mean 4.4 (SD=0.4). Communication and relationship with psychosocial healthcare services staff had mean 4.5 (SD=0.5), and access to information through staff had mean 4.8. Satisfaction with care service was the lowest, mean 4.1, and general service infrastructure had mean 3.9. The qualitative study revealed that, according to users, the quality of treatment provided was good and the outcome was satisfactory. Their new status, better access to services, ending of their physical and social isolation, response to their demands and helping them reorganize their lives - all contributed to users' satisfaction.
The complementary results of both study approaches showed that users are satisfied with care provided at the psychosocial healthcare services studied.
评估使用者对心理社会保健服务的满意度。
2006 年在巴西南里奥格兰德州、圣卡塔琳娜州和巴拉那州的心理社会保健服务中进行了定性和定量研究。该研究结合了定量和定性方法。使用了横断面研究的定量流行病学数据，该研究包括来自 30 个心理社会保健服务的 1162 名使用者。用于评估使用者满意度的工具是世界卫生组织使用者满意度量表（SATIS-BR）的巴西版本，这是一个 1 到 5 分的量表。定性数据是通过第四代方法从五个案例研究中收集的。信息是从现场观察和访谈中获得的（每个现场 10-13 名用户，总计 57 名用户），并在验证和协商工作坊中呈现给用户。
SATIS-BR 量表显示，使用者对所有项目的评价均为正面，总体平均值为 4.4（SD=0.4）。与心理社会保健服务人员的沟通和关系得分为 4.5（SD=0.5），通过工作人员获取信息的满意度得分为 4.8。护理服务满意度最低，平均得分为 4.1，一般服务基础设施平均得分为 3.9。定性研究表明，根据使用者的说法，提供的治疗质量良好，结果令人满意。他们的新状态、更好地获得服务、结束身体和社会隔离、对他们的需求做出反应以及帮助他们重新组织生活，所有这些都有助于使用者的满意度。
两种研究方法的补充结果表明，使用者对所研究的心理社会保健服务提供的护理感到满意。
