Satisfaction of Users of the Family Health Strategy in a Capital City of Northeast Brazil

Abstract

Objective: To analyze the satisfaction of users of the Family Health Strategy in relation to the Reliability and Safety aspects. Method: This is a quantitative research carried out with 353 participants enrolled in an Integrated Health Center of the eastern region of a capital in the Northeast Brazil, through the SERVQUAL instrument. The data collection took place from January to May 2015, the research was approved by the Ethics and Research Committee of the UNINOVAFAPI University Center. Results: The results indicated that in the Reliability dimension, participants agreed that the healthcare professionals record the attendance, perform on the promised date and have an interest in solving the problems. In the Security dimension, the majority of the participants were indifferent as to the behavior of the professionals generating confidence. They demonstrated security in requesting the services because they were politely attended by the professionals. Moreover, in the two dimensions analyzed, it was noticed that there is a tendency to increase satisfaction as the participants' income decreases with significant statistical relations, with satisfaction on Reliability and Security inversely proportional to income. Conclusion: It is considered that users of the Family Health Strategy have demonstrated satisfaction with the services received, However, there is a need for more studies with different methodological approaches to better elucidate the inter-subjective issues that shape the process of interaction between users, healthcare professionals and services.