Protasio Ane Polline Lacerda, Gomes Luciano Bezerra, Machado Liliane Dos Santos, Valença Ana Maria Gondim
Universidade Federal da Paraíba, João Pessoa, Brasil.
Cad Saude Publica. 2017 Mar 30;33(2):e00184715. doi: 10.1590/0102-311X00184715.
The Program for Access and Quality Improvement in Primary Care (PMAQ-AB) aimed to improve healthcare public service quality. The purpose of this study was to identify the main factors that influence user satisfaction in Brazilian primary health care services. This research was carried out using secondary data from the first cycle of the PMAQ-AB. A cluster analysis was carried out to find the dependent variable of user satisfaction; and logistic regression was applied in order to obtain the decision model. From the resulting regression model, two factors can be highlighted as regards influencing user satisfaction in Brazil: the user's perception that the team did not attempt to address their needs/problems within the health unit; and the user not feeling respected by the professionals in relation to cultural habits, customs, and religion or only sometimes feeling so. This study revealed the importance of continued commitment of teams and managers to improving care access, meeting user needs, and improving organizational aspects and the health professional-user relationship.
初级保健服务可及性与质量提升项目（PMAQ-AB）旨在提高医疗公共服务质量。本研究的目的是确定影响巴西初级卫生保健服务用户满意度的主要因素。本研究使用了PMAQ-AB第一轮的二手数据。进行聚类分析以找出用户满意度的因变量；并应用逻辑回归以获得决策模型。从所得回归模型来看，在影响巴西用户满意度方面有两个因素值得关注：用户认为团队未在卫生机构内尝试解决其需求/问题；以及用户感觉专业人员在文化习惯、习俗和宗教方面未给予尊重，或者只是有时有这种感觉。本研究揭示了团队和管理人员持续致力于改善医疗服务可及性、满足用户需求以及改善组织层面和卫生专业人员与用户关系的重要性。
