Cantalino Juliana Leal Ribeiro, Scherer Magda Duarte Dos Anjos, Soratto Jacks, Schäfer Antônio Augusto, Anjos Davllyn Santos Oliveira Dos
Universidade de Brasília. Faculdade de Ciências da Saúde. Programa de Pós-Graduação em Saúde Coletiva. Brasília, DF, Brasil.
Universidade do Extremo Sul Catarinense. Programa de Pós-Graduação em Saúde Coletiva. Criciúma, SC, Brasil.
Rev Saude Publica. 2021 May 17;55:22. doi: 10.11606/s1518-8787.2021055002533. eCollection 2021.
To analyze user satisfaction in relation to access, infrastructure and quality of Primary Health Care (PHC) services in Brazil.
This cross-sectional study was conducted with data from 114,615 users linked to 30,523 health teams, obtained through the database of the Programa Nacional de Melhoria do Acesso e da Qualidade da Atenção Básica (PMAQ-AB -National Program for the Improvement of Access and Quality of Primary Care). Independent variables related to access, infrastructure and quality of services in PHC were studied. The outcome, user satisfaction, was measured using the variables: "if given the option, I would change the staff or health service" and "I would recommend this health service to a friend or family member." To assess satisfaction according to independent exposure variables, Pearson's chi-squared test was used, considering a significance level of 5%. Descriptive analyses of the variables were performed using absolute (n) and relative (%) frequencies.
User satisfaction was associated with the variables of access (p < 0.001), infrastructure (p < 0.001) and quality of services (p < 0.001) in PHC. The proximity of the service, attention to spontaneous demand, listening and the respect of professionals to the singularities of the patient, as well as the problem-solving capacity of the services, without the need for referrals to others and the good infrastructure, were related to user satisfaction.
To ensure the improvement of the quality of services offered in PHC in Brazil, the aspects of user satisfaction identified in this study should be considered in the organization and management of services.
分析巴西初级卫生保健（PHC）服务在可及性、基础设施和质量方面的用户满意度。
本横断面研究使用的数据来自与30,523个卫生团队相关联的114,615名用户，通过国家初级医疗服务可及性与质量改善计划（PMAQ-AB）的数据库获得。研究了与初级卫生保健服务的可及性、基础设施和质量相关的自变量。使用“如果可以选择，我会更换工作人员或卫生服务机构”和“我会向朋友或家人推荐这家卫生服务机构”这两个变量来衡量结果，即用户满意度。为了根据独立的暴露变量评估满意度，使用了Pearson卡方检验，显著性水平设定为5%。使用绝对频数（n）和相对频数（%）对变量进行描述性分析。
初级卫生保健服务的可及性（p < 0.001）、基础设施（p < 0.001）和服务质量（p < 0.001）变量与用户满意度相关。服务的便利性、对自发需求的关注、倾听以及专业人员对患者特殊性的尊重，以及服务的问题解决能力（无需转诊至其他机构）和良好的基础设施，都与用户满意度相关。
为确保巴西初级卫生保健服务质量的提升，在服务的组织和管理中应考虑本研究中确定的用户满意度方面。
