Programa de Pós-graduação em Epidemiologia, Universidade Federal do Rio Grande do Sul, Porto Alegre, Brasil.
Programa de Pós-graduação em Odontologia, Universidade Federal do Rio Grande do Sul, Porto Alegre, Brasil.
Cad Saude Publica. 2016 Oct 20;32(10):e00065015. doi: 10.1590/0102-311X00065015.
User satisfaction is known to be related to quality of healthcare. The aim of this study was to evaluate the influence of contextual and individual factors associated with user dissatisfaction with the Brazilian Unified National Health System (SUS). This was a cross-sectional multilevel study. Data were collected via telephone by the ombudsman's office of the SUS. Telephone numbers were randomly selected from a telephone company database. Health services, socioeconomic, and individual demographic variables were evaluated, in addition to information on the municipalities. The outcome variable was dissatisfaction with the SUS. Hierarchical multilevel logistic regression was used, and 18,673 individuals were contacted. Prevalence of dissatisfaction was 63.4% (95%CI: 62.7-64.1). Unmet demand (OR = 3.66), waiting time > 4 hours (OR = 2.82), and number of Primary Healthcare Units (OR = 0.89) were associated statistically with dissatisfaction. Characteristics of the health teams' work process showed a strong association with dissatisfaction.
用户满意度与医疗质量有关。本研究旨在评估与巴西全民健康体系（SUS）用户不满相关的情境和个体因素的影响。这是一项横断面多层次研究。数据通过 SUS 的监察员办公室通过电话收集。电话号码是从电话公司的数据库中随机选择的。评估了卫生服务、社会经济和个人人口统计学变量，以及有关城市的信息。结局变量是对 SUS 的不满。采用分层多水平逻辑回归，共联系了 18673 人。不满的患病率为 63.4%（95%CI：62.7-64.1）。未满足的需求（OR=3.66）、等待时间>4 小时（OR=2.82）和初级保健单位数量（OR=0.89）与不满有统计学关联。卫生团队工作过程的特征与不满有很强的关联。
