Satisfação e qualidade: a visão dos utilizadores das unidades de cuidados de saúde primários de Vila Real
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2011
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A opinião dos utentes tem tido um papel preponderante para a reforma dos cuidados de saúde primários (CSP) nomeadamente em termos de eficiência económica e melhoria dos cuidados de saúde. O objectivo principal desta investigação consiste em conhecer o nível de satisfação dos utilizadores das Unidades de Cuidados de Saúde Primários de Vila Real (UCSPVR), com os serviços prestados pelos médicos, enfermeiros, administrativos e qualidade das instalações. Como instrumento de recolha de dados aplicámos um inquérito por questionário, sendo este constituído por três partes, uma relacionada com as características sóciodemográficas, outra com as características de contexto da visita ao centro de saúde; e a ultima com a escala de satisfação dos utentes do centro de saúde validada por Raposo et al (2009). Os questionários foram distribuídos pelos funcionários administrativos aos utentes, que recorreram às UCSP de Vila Real durante os dias 3 a 14 de Maio de 2010. A análise estatística dos dados baseou-se nos software SPSS 18.0 e AMOS 18.0. A amostra é constituída por 638 Utentes (314 CSI, 153 CSII e 171 USF), sendo 56,9% do género feminino, 45,3% têm idades compreendidas entre 26 e 45 anos, 48,1% trabalham por conta de outrem e 29,6% possuem ensino secundário. O contexto mais habitual de ida ao CS é feito numa frequência de 3 a 6 vezes por ano (29,3%), numa consulta de rotina (50,3%), tendo 29,7% das consultas um tempo de espera superior ou igual a 2 meses e sendo habitualmente feita por telefone (47,6%). A maioria dos utentes gosta da localização do centro de saúde (82,8%), não têm dificuldades de deslocação a este (81,8%), sendo essa deslocação habitualmente feita em transporte próprio (64,1%). Quase a totalidade dos utentes têm medico de família (96,7%), sendo 58,3% atribuído e 77,7% não apresenta intenção da sua alteração. Os três CS diferenciam-se somente pela localização, tempo de espera, posse e forma de atribuição do médico de família e da possibilidade de comer ou beber no CS. O facto de não gostar da localização do CS, a existência de dificuldade de deslocação para este, o facto de o médico ser atribuído e a intenção de mudança de médico influenciam significativamente e negativamente todas as dimensões da escala de satisfação dos utentes; o tipo de instituição, a ocupação/actividade de trabalho, as habilitações literárias, o motivo associado à visita, o tempo de espera, a posse de médico de família e a possibilidade de comer e beber influenciam somente algumas dimensões da escala de satisfação dos utentes.
The views of users has played a leading role in the reform of primary health care (PHC) particularly in terms of economic efficiency and improving health care. The purpose of this investigation is to determine the level of user satisfaction of Units of Primary Health Care in Vila Real (UPHCVR) with the services provided by physicians, nurses, administrative officials and with the quality of the facilities. As an instrument of data collection a questionnaire was applied, this is composed of three parts, one dealing with the socio-demographic characteristics, another with the context of the visit to the health center; and the last with the scale of satisfaction among users of the health center validated by Raposo et al (2009). The questionnaires were distributed by administrative officials to users, who resorted to UPHC in Vila Real from the 3rd to the 14th of May 2010. The statistical analysis of the data was based on SPSS 18.0 and AMOS 18.0 software. The sample consists of 638 users (CSI 314, 153 CSII and 171 USF), 56.9% being females, 45.3% are between the age of 26 and 45 years, 48.1% work for others and 29.6% have secondary education. Users frequently go to the local health center 3 to 6 times a year (29,3%) for a routine checkup (50,3%), having to wait 2 or more months for the appointment (29,7%), which is often made by telephone (47,6%). Most users like the location of their local health center (82,8%), and have no difficulty in transport (81,8%), most of the users travel in their own vehicles (64,1). Almost all users have a family doctor (96,7%), and 58.3% were assigned , while 77,7% show no intention of changing their family doctor. The three HS differ only by location, time spent waiting to be attended, how the family doctor was assigned and the possibility of being able to eat or drink in the facilities. The following influence significantly and negatively the scale of satisfaction of the user: the location of the HS, difficulty in transportation, the fact that the doctor is attributed and not chosen by the user as well as the intention shown by the user to change doctor. These factors merely influence some dimensions of the scale of user satisfaction: the type of institution, Occupation/work activity, qualifications, the reason associated to the visit, time spent waiting to be attended, the possession of the family doctor and the possibility of being able to eat or drink in the facilities.
The views of users has played a leading role in the reform of primary health care (PHC) particularly in terms of economic efficiency and improving health care. The purpose of this investigation is to determine the level of user satisfaction of Units of Primary Health Care in Vila Real (UPHCVR) with the services provided by physicians, nurses, administrative officials and with the quality of the facilities. As an instrument of data collection a questionnaire was applied, this is composed of three parts, one dealing with the socio-demographic characteristics, another with the context of the visit to the health center; and the last with the scale of satisfaction among users of the health center validated by Raposo et al (2009). The questionnaires were distributed by administrative officials to users, who resorted to UPHC in Vila Real from the 3rd to the 14th of May 2010. The statistical analysis of the data was based on SPSS 18.0 and AMOS 18.0 software. The sample consists of 638 users (CSI 314, 153 CSII and 171 USF), 56.9% being females, 45.3% are between the age of 26 and 45 years, 48.1% work for others and 29.6% have secondary education. Users frequently go to the local health center 3 to 6 times a year (29,3%) for a routine checkup (50,3%), having to wait 2 or more months for the appointment (29,7%), which is often made by telephone (47,6%). Most users like the location of their local health center (82,8%), and have no difficulty in transport (81,8%), most of the users travel in their own vehicles (64,1). Almost all users have a family doctor (96,7%), and 58.3% were assigned , while 77,7% show no intention of changing their family doctor. The three HS differ only by location, time spent waiting to be attended, how the family doctor was assigned and the possibility of being able to eat or drink in the facilities. The following influence significantly and negatively the scale of satisfaction of the user: the location of the HS, difficulty in transportation, the fact that the doctor is attributed and not chosen by the user as well as the intention shown by the user to change doctor. These factors merely influence some dimensions of the scale of user satisfaction: the type of institution, Occupation/work activity, qualifications, the reason associated to the visit, time spent waiting to be attended, the possession of the family doctor and the possibility of being able to eat or drink in the facilities.
Descrição
Dissertação de Mestrado em Gestão dos Serviços de Saúde
Palavras-chave
Qualidade dos cuidados de saúde , Satisfação do paciente , Unidade de cuidados de saúde primários