Satisfação de usuários com o acolhimento e classificação de risco em unidades públicas de saúde

Abstract

The aim of this paper was to evaluate the satisfaction of users of municipal health units who underwent Reception with Risk Assessment and Classification (“AACR”). Cross-sectional, quantitative, descriptive study conducted in four services with AACR provided by nurses, in a capital city of Central-Western Brazil. Data were collected in 2017 with 101 users, using a formwith 44 objective questions about five dimensions: health team, time, facility structure, comfort, and overall assistance. Most of the users were women (54.5%) from 18 to 39 years of age (65.3%), with 10 to 12 years of schooling (58.4%). Over 2/3 were satisfied with the assessed dimensions, but some were indifferent and unsatisfied with all the dimensions. Despite the predominance of satisfied users, it is necessary to rethink the organization and operation of these services and maintain or improve the quality of the positively assessed items and correct the items the users did not consider satisfactory, thus ensuring service excellence.