The users and judgment of the health services. / O usuário e o julgamento dos serviços de saúde.

AUTOR(ES)

Monique Azevedo Esperidião

DATA DE PUBLICAÇÃO

2009

RESUMO

The article intends to analyze comparatively the judgment of basic attention users in the city of Salvador from two distinct methodological strategies as a form of answering the question of high levels of satisfaction reported in the specialized literature. It was established that user satisfaction surveys presents a homologous formulation with opinion searches, producing forced answers in the sense discussed by Bourdieu and Champagne. Two distinct ways of boarding the user has been investigated: the first one consisted of an inquiry with a structuralized questionnaire that interrogated the expectations and satisfaction with the implantation or not of a project witch aimed to improve the access. The second way corresponded to a case study, developed in a selected health unit with non-directed interviews in the domiciles. The results of the inquiry have reveled high satisfaction with the basic attention despite the project implantation and its results. The case study, otherwise, has showed a lot of negative experiences in the health unit. It is argued that the high satisfaction seems to correspond simultaneously to the imposition of problematic, on the part of the interviewers, as well as a result of an adjustment of necessities to possibilities.

ASSUNTO(S)

atenção básica primary health health evaluation sondagens de opinião avaliação em saúde opinion search satisfação do usuário user satisfaction saude publica

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