Abstract

MEDEIROS, Flávia A; DE ARAUJO-SOUZA, Georgia C; ALBUQUERQUE-BARBOSA, Aldenísia A  and  CLARA-COSTA, Iris do Céu. Basic health unit embracement: focusing on user satisfaction. Rev. salud pública [online]. 2010, vol.12, n.3, pp.402-413. ISSN 0124-0064.

ObjectiveHealth service care quality is directly linked to user embracement and satisfaction, these being essential to any change made in working practice in providing health services. This study was aimed at evaluating users' perception of a basic health unit (BHU), analysing their satisfaction and participation in social control.MethodThis was an exploratory study; the data was collected by using a structured interview on BHU users in a medium-sized Brazilian city.ResultsMost users were pleased with the service being provided and highlighted its strengths such as resolution, humanisation and solidarity. The weaknesses revealed by the interviews were related to accumulated demand, poor physical area and non participation.ConclusionsA relationship involving respect and professionals really listening to their clients makes the difference in health provision; however, the complaints made must also be considered for effective embracement of the service being provided in the BHU. Investment must be made in BHU physical infrastructure allowing professionals to work better and making the BHU more comfortable for their users.

Keywords : Family health programme; user embracement; health care; health service.

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