USER SATISFACTION ON THE HEALTH CARE PROVIDED BY THE PRIMARY HEALTH CARE PROGRAM IN A STATE IN NORTHEASTERN BRAZIL
Journal Title: Revista Científica do CRO-RJ / Rio de Janeiro Dental Journal - Year 2018, Vol 3, Issue 1
Abstract
Objective: To verify the factors influencing user satisfaction regarding the healthcare assistance provided by the Primary Health Care (PHC) Program in a state in northeastern Brazil and its macro-regional health districts. Methods: A cross-sectional study was carried out based on secondary data, and logistic regression models were developed considering user satisfaction (obtained by cluster analysis) as a dependent variable. The state is divided into four macro-regional health districts, and explanatory variables selected included user gender; access to health services; receptivity to spontaneous demand; scheduling appointment at PHC facilities; comprehensive health care; bonding, accountability and coordination of care; home visit; mechanisms for user participation and interaction. Results: Macro-regional health districts 1 and 4 presented higher percentage of users who were not satisfied with their mechanism of participation in the facility. The regression model demonstrated the factors that negatively influence satisfaction, some of which are: facility work hours do not meet users’ needs (OR=0.60); the user cannot file a complaint or suggestion at the PHC facility (OR=0.68); the user is not able to set up an appointment for the same day (OR=0.83); professionals never ask about the user’s relatives (OR=0.81); and the Community Health Worker does not make home visits (OR=0.78). Conclusion : The data on assistance provided by the Primary Health Care Program in a state of Brazil indicate weaknesses, such as the relationship between user and health professional as well as those related to coordination of care and participation/social control in the PHC facility.
Authors and Affiliations
Nayara Pereira Limão, Ane Polline Lacerda Protasio, Luciano Bezerra Gomes, Liliane dos Santos Machado, Ana Maria Gondim Valença
Keywords
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