Family health care strategy: assistence quality under the user's satisfaction perspective

Abstract

This study had as primary objective to analyze the quality of the health assistance offered by the Family Health Care Strategy in the municipality of Santo Antônio do Monte - MG, according to the user's satisfaction perspective. It is an exploratory and descriptive study, with a qualitative and quantitative approach. The target population was composed by 188 users of the six Family Health Care Units in the urban area of the municipality. The data were collected at the users' home through a semi-structured interview. We have used as analytical dimensions the infra-structure, the accessibility, the staff-user relationship and the resolvability. We have identified a high degree of satisfaction among the users with respect to the Family Health Strategy, highlighting the good infrastructure and the pleasing aspect of the Family Health Care Units and the staff-user relationship based on a warm welcoming to people. After closely analyzing the interview results, we detected dissatisfaction regarding the lack of a doctor in some of the Family Health Care staff, as well as the difficult access to a specialist and complementary medical examinations and the units working hours. We believe that the issues raised by the study could provide subsidies to further discussions between professionals and managers, and improve healthcare actions as well as the quality of its service