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Introdução:A relevância da participação e controle social, promulgados pela Constituição Federal de 1988, garante o exercício da cidadania ao permitir que a população participe ativamente na formulação das políticas públicas de saúde. Neste contexto, surgiram as ouvidorias públicas, com o objetivo de permitir a escuta direta da população, dando protagonismo à sociedade civil.Objetivo:Elaborar um planejamento estratégico e avaliação sobre o tempo de espera por atendimento e internação em um hospital universitário. Metodologia:Trata-se de um estudo ecológico, realizado em junho de 2023 num hospital de ensino no Nordeste do Brasil. Os dados foram obtidos de relatórios da avaliação de usuários atendidos no ambulatório e internação, nos anos de 2016, 2017, 2019 e 2022.Resultados:A partir da análise dos dados foi identificado que há discrepâncias nos índices de satisfação entre os anos estudados. A ausência de detalhes nos relatórios, causa vieses nas pesquisas de satisfação, uma vez que a cada ano é variável o número de usuários pesquisados e o questionário utilizado sofre mudanças nas perguntas, sem justificativa para as alterações. O tempo de espera pelo atendimento e internação foi avaliado e considerado o que obteve piores índices de satisfação.Conclusão:Os resultados deste estudo mostraram que a pesquisa de satisfação com o usuário é uma importante ferramenta de avaliação para a gestão, contudo, há necessidade de um método mais seguro para a execução da avaliação de satisfação. Otempo de espera tem sido uma variávelquefrequentementenão tem atendido de forma satisfatória, sendo necessário identificar e corrigir as causas desse desconforto. Espera-se que este estudo possa contribuir para o fortalecimento da ouvidoria e da pesquisa de satisfação como ferramentas de gestão (AU).

Introduction:The relevance of participation and social control, promulgated by the Federal Constitution of 1988, ensures the exercise of citizenship by allowing the population to participate actively in the formulation of public health policies.In this context, public ombudsmen arise, in order to allow direct listening of the population, giving prominence to civil society.Objective:The study aims to Elaborate a strategic planning and evaluation of the waiting time for care and hospitalization in a university hospital. Methodology:This is an ecological study, carried out in June 2023 in a teaching hospital in Northeast Brazil. Data were obtained from evaluation reports of users treated at the outpatient clinic and hospitalization, in the years 2016, 2017, 2019 and 2022.Results:From the data analysis it was identified that there are discrepancies in the satisfaction rates between the years studied. The absence of methodology described in the reports causes bias in the satisfaction surveys, since each year the number of users surveyed is variable and the questionnaire used undergoes changes in the questions, without justification for the changes. The waiting time for care/hospitalization was considered the one that had the worst satisfaction rates.Conclusion:The results of this study showed that the user satisfaction survey is an important assessment tool for management, however, there is a need for a safer method for carrying out the satisfaction assessment. The waiting time has been a variable that has often not been attended satisfactorily, and it is necessary to identify and correct the causes of this discomfort. It is hoped that this study can contribute to strengthening the ombudsman and the satisfaction survey as management tools (AU).

Introducción:La relevancia de la participación y control social, promulgados por la Constitución Federal de 1988, garantiza el ejercicio de la ciudadanía al permitir que la población participe activamente en la formulación de las políticas públicas de salud.En este contexto, surgen las defensorías públicas, con el objetivo de permitir la escucha directa de la población, dando protagonismo a la sociedad civil.Objetivo:Elaborar una planificación estratégica y evaluación del tiempo de espera para atención y hospitalización en un hospital universitario.Metodología:Se trata de un estudio ecológico, realizado en junio de 2023 en un hospital universitario del Norestede Brasil. Los datos se obtuvieron de informes de evaluación de usuarios atendidos en el ambulatorio y hospitalización, en los años 2016, 2017, 2019 y 2022.Resultados:A partir del análisis de los datos fue identificado que hay discrepancias en los índices de satisfacción entre los años estudiados. La ausencia de metodología descrita en los informes, causa sesgos en las encuestas de satisfacción, una vez que cada año es variable el número de usuarios investigados yel cuestionario utilizado sufre cambios en las preguntas, sin justificación para las alteraciones. El tiempo de espera por la atención/internación fue considerado el que tuvo los peores índices de satisfacción.Conclusión:Los resultados de este estudio mostraron que la encuesta de satisfacción del usuario es una herramienta de evaluación importante para la gestión, sin embargo, existe la necesidad de un método más seguro para llevar a cabo la evaluación de la satisfacción. El tiempo de espera ha sido una variable que muchas veces no ha sido atendida satisfactoriamente, siendo necesario identificar y corregir las causas de este malestar. Se espera que este estudio pueda contribuir a fortalecer la Defensoría del Pueblo y la encuesta de satisfacción como herramientas de gestión (AU).

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En esta investigación se analiza la mejora del servicio de la salud mediante aplicaciones para el paciente, a través del espacio digital personal Mi Salud, que permite a la ciudadanía disponer de su información de salud y de otros servicios en línea para mejorar la relación médico-paciente. Se realizó un estudio de caso en el hospital Sant Llorenç de Viladecans, focalizado en la aplicación Mi Salud, cuya función es, precisamente, mejorar las estrategias de promoción para abordar aspectos como las expectativas, necesidades o características de los clientes. Los resultados mostraron que Mi Salud mejora el índice de satisfacción de los pacientes; que los usuarios de más edad tienden a utilizar más la aplicación, pese a cierto desconocimiento sobre la app, y que el uso de los datos privados es una cuestión secundaria para estos. De manera global se concluye que este tipo de herramientas son eficaces para la consecución de tales objetivos, por lo que resulta recomendable ahondar en su uso para la agilización y mejora de los servicios(AU)

This research analyzes the improvement of the health service through applications for the patient through the personal digital space My Health, which allows citizens to have their health information and other services online to improve the patient -doctor relationship. A case study was carried out at Sant Llorenç de Viladecans hospital, focused on My Health application, whose function is, precisely, to improve promotion strategies to address aspects such as the expectations, needs or client characteristics. The results showed that Mi Salud App improves the patient satisfaction rate; older users tend to use the application more, despite a certain lack of knowledge about the app, and the use of private data is a secondary issue for them. Generally, it is concluded that this type of tools is effective in achieving such objectives, so it is advisable to delve into their use to streamline and to improve services(AU)

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Resumo O objetivo deste artigo é identificar a satisfação dos usuários em relação às cadeiras de rodas e à prestação de serviços públicos e privados de saúde da Região Metropolitana da Baixada Santista. Estudo transversal com abordagem quantitativa. Os participantes responderam a um questionário sociodemográfico e à versão brasileira do Quebec Assistive Technology User Satisfaction Assessment. Os dados foram analisados utilizando a estatística descritiva e comparativa por meio do teste t de Student. Os tamanhos de efeito d de Cohen foram calculados. Os participantes (n = 42) estavam "mais ou menos satisfeitos" com as cadeiras de rodas e "pouco satisfeitos" com a prestação de serviços. Os usuários de cadeiras de rodas monobloco apresentaram satisfação significativamente maior com suas cadeiras em comparação com usuários de cadeiras de rodas acima de 90kg (p = 0,010, d = 1,04). Os usuários de serviços privados apresentaram satisfação significativamente maior com a prestação de serviço em comparação aos usuários de serviços públicos (p = 0,021, d = 0,75). Os usuários de cadeiras de rodas da Região Metropolitana da Baixada Santista estão mais satisfeitos com as cadeiras de rodas monobloco e menos satisfeitos com os serviços públicos.

Abstract This article seeks to identify user satisfaction in relation to wheelchairs and the provision of public and private health services in the Baixada Santista Metropolitan Region. It involved a cross-sectional study with a quantitative approach. Participants answered a sociodemographic questionnaire and the Brazilian version of the Quebec Assistive Technology User Satisfaction Assessment. Data were analyzed using descriptive and comparative statistics by means of Student's t test. Cohen's d effect sizes were also calculated. Participants (n = 42) were "more or less satisfied" with the wheelchairs and "quite satisfied" with the services provided. Rigid frame wheelchair users were significantly more satisfied with their wheelchairs compared to users of wheelchairs weighing over 198 lbs. (p = 0.010, d = 1.04). Users of private services showed significantly greater satisfaction with the provision of the service compared to public services users (p = 0.021, d = 0.75). Wheelchair users in the Baixada Santista Metropolitan Region are more satisfied with the rigid frame wheelchair and less satisfied with public services.

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INTRODUCTION: Many rehabilitation services in the face of the COVID-19 health emergency have had to adapt face-to-face interventions with remote care through teleprehabilitation. We aim to describe the implementation of a teleprehabilitation program during the COVID-19 pandemic for patients who are candidates for elective cancer surgery in a low-income Chilean public hospital. Secondarily, describe the perspectives and satisfaction of patients with the program. MATERIAL AND METHODS: Correspond to a descriptive and retrospective pre-habilitation telemedicine intervention study. Implementation was measured in terms of, recruitment rate, retention, dropouts, and occurrence of adverse events. User perspectives and satisfaction were evaluated through a survey composed of nine items on a Likert scale with five response options. Descriptive analyses were considered with mean, standard deviation, minimum, maximum, as well as absolute and relative frequency. For patients' perspectives on the program, a qualitative analysis was considered to describe them. The most relevant domains were identified in a text box to illustrate the results. RESULTS: One hundred fifty-five patients were referred to the teleprehabilitation program, with 99.3% recruitment, a retention rate of 46.7%, and no adverse events reported. In relation to user satisfaction, in general, patients showed good satisfaction with the teleprehabilitation program except items related to "access to the teleprehabilitation program connection" and "number of sessions." Thirty-three patients reported their perspectives on the intervention, represented in 12 domains. CONCLUSION: It is possible to implement a teleprehabilitation program for oncosurgical patients in the context of preoperative care during the COVID-19 pandemic, with good user satisfaction. Likewise, this study provides guidance for other health institutions that wish to implement a teleprehabilitation program.

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BACKGROUND: Wheelchairs are vital for the successful rehabilitation and inclusion of people with mobility disabilities; 10% of the population with disabilities needs a wheelchair, but only 15% have access to an adequate one. Not user-configured wheelchairs may lead to postural deformities and pressure ulcers, thus negatively impact user satisfaction, wheelchair skills, and quality of life. OBJECTIVE: To assess the impact of the 8-step "Guidelines on the provision of manual wheelchairs in less-resourced settings" from the World Health Organization (WHO) on user satisfaction, wheelchair skills, and quality of life of Mexican manual wheelchair users. METHODS: 12 wheelchair users with spinal cord injury that received rehabilitation were recruited. Volunteers were provided a wheelchair and cushion following the WHO 8-step guidelines. Assessment of QUEST, WHOQOL-Bref, and WST-Q was performed at the beginning of the study and 12 months later. RESULTS: Significant improvement was observed in terms of satisfaction (QUEST; P = 0.009) after receiving the wheelchair and the foam cushion (QUEST; P = 0.004). WHOQol-Bref did not denote significant differences. For the dimensions assessed by the WST-Q scores, a significant 10.9% improvement was observed in both, capacity (P = 0.022) and performance (P = 0.009). CONCLUSIONS: The application of the WHO 8-step guidelines for wheelchair provision may contribute to increase user satisfaction regarding the wheelchair and cushion devices as well as the prescription process as determined by the QUEST. According to the WST-Q, functional capacity and mobility may also be improved by following the 8-step guidelines.

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Introduction: The RobHand (Robot for Hand Rehabilitation) is a robotic neuromotor rehabilitation exoskeleton that assists in performing flexion and extension movements of the fingers. The present case study assesses changes in manual function and hand muscle strength of four selected stroke patients after completion of an established training program. In addition, safety and user satisfaction are also evaluated. Methods: The training program consisted of 16 sessions; two 60-minute training sessions per week for eight consecutive weeks. During each session, patients moved through six consecutive rehabilitation stages using the RobHand. Manual function assessments were applied before and after the training program and safety tests were carried out after each session. A user evaluation questionnaire was filled out after each patient completed the program. Results: The safety test showed the absence of significant adverse events, such as skin lesions or fatigue. An average score of 4 out of 5 was obtained on the Quebec User Evaluation of Satisfaction with Assistive Technology 2.0 Scale. Users were very satisfied with the weight, comfort, and quality of professional services. A Kruskal-Wallis test revealed that there were not statistically significant changes in the manual function tests between the beginning and the end of the training program. Discussion: It can be concluded that the RobHand is a safe rehabilitation technology and users were satisfied with the system. No statistically significant differences in manual function were found. This could be due to the high influence of the stroke stage on motor recovery since the study was performed with chronic patients. Hence, future studies should evaluate the rehabilitation effectiveness of the repetitive use of the RobHand exoskeleton on subacute patients. Clinical Trial Registration: https://clinicaltrials.gov/ct2/show/NCT05598892?id=NCT05598892&draw=2&rank=1, identifier NCT05598892.

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Resumo Para construir uma Atenção Primária à Saúde de qualidade deve-se considerar atributos essenciais e participação social. Este estudo, norteado pelo compromisso da saúde coletiva de fomentar processos de cogestão a partir de estratégias participativas, teve como objetivo compreender a percepção dos usuários sobre o atendimento recebido e o funcionamento de sua Unidade Básica de Saúde. O estudo transversal, qualitativo, de caráter exploratório-descritivo realizou a coleta de dados em 25 unidades de saúde urbanas e rurais do Distrito Federal, entre agosto de 2018 e fevereiro de 2019. Para elaborar este artigo, foram utilizadas as respostas a uma pergunta aberta de um questionário semiestruturado. Nelas, os usuários fizeram sugestões ou queixas a respeito dos serviços de saúde prestados. As respostas foram analisadas utilizando o software AtlasTI e sistematizadas em categorias temáticas. Ao final, foram organizadas nas seguintes categorias: elenco de profissionais, turnos de funcionamento, serviços disponíveis e infraestrutura. A escuta qualificada dos usuários permite conhecer as singularidades dos serviços para o planejamento e a construção de um modelo de atenção comprometido com o ato de cuidar, na perspectiva dos atores que compõem os territórios de saúde.

Abstract Quality in Primary Health Care can only be endured by considering essential attributes and social participation. This study, guided by collective health and its commitment to foster co-management processes based on participatory strategies, examined user perception regarding the care received and the functioning of their Basic Health Unit. A cross-sectional, qualitative, descriptive exploratory study was conducted with data collected at 25 urban and rural Primary Health Units in the Federal District, between August 2018 and February 2019, using a validated semi-structured questionnaire. Answers were analyzed using the AtlasTI software and grouped into the following thematic categories: professional staff, working shifts, available services and infrastructure. Qualified listening to users allows us to know the singularities of the services for planning and building a care model committed to the act of caring, from the perspective of health care users.

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Resumo Objetivo Visa analisar a satisfação dos usuários em relação aos atributos essenciais da Atenção Primária à Saúde, no Estado da Paraíba, a partir de dados secundários do PMAQ- AB. Método Estudo transversal realizado entre 2020 e 2021, com dados de 5.347 usuários vinculados a 1.363 equipes de saúde na APS do Estado. Foram selecionadas questões do material utilizado na Avaliação Externa no 3º ciclo do PMAQ-AB referentes ao perfil demográfico, condição socioeconômica e instrumento elaborado pelos pesquisadores com 42 variáveis. As respostas dos usuários foram categorizadas por equipe de saúde: "Muito Bom" (valor 4), "Bom" (valor 3), "Regular" (valor 2), "Ruim" (valor 1) e "Muito Ruim" (valor 0). Os dados foram tabulados por meio de frequência, porcentagens simples e analisados sob forma de tabelas no Excel 2010. Resultado A classificação "Muito Bom" foi de 10.751 (52,5%) em Acesso de Primeiro Contato, 9757 (55,1%) em Longitudinalidade, 1.315 (48,2%) em Coordenação da Atenção; com menor, proporção 4.146 (25,3%) em Integralidade no Estado da Paraíba. Conclusão O estudo demonstrou classificação geral positiva com a satisfação dos usuários e a presença dos atributos, nas Macrorregiões e Estado. Todavia, verificou-se baixo desempenho no atributo Integralidade e piores avaliações atribuídas à Macrorregião I.

Abstract Objective To analyze user satisfaction in relation to the essential attributes of Primary Health Care, in the State of Paraíba, based on secondary data from the PMAQ-AB. Method Cross-sectional study carried out between 2020 and 2021, with data from 5,347 users linked to 1,363 health teams in the State's PHC. Questions were selected from the material used in the External Assessment in the 3rd cycle of the PMAQ-AB referring to the demographic profile, socioeconomic status and instrument prepared by the researchers with 42 variables. User responses were categorized by health team: "Very Good" (value 4), "Good" (value 3), "Regular" (value 2), "Bad" (value 1) and "Very Bad" (value 0). Data were tabulated using frequency, simple percentages and analyzed in the form of tables in Excel 2010. Result The "Very Good" classification was 10,751 (52.5%) in First Contact Access, 9757 (55.1%) in Longitudinality, 1,315 (48.2%) in Care Coordination; with a smaller proportion of 4,146 (25.3%) in Integrality in the State of Paraíba. Conclusion The study showed a positive general classification with user satisfaction and the presence of attributes, in the Macro-regions and State. However, there was low performance in the Comprehensiveness attribute and worse evaluations attributed to Macroregion I.

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The acceptance of artificial intelligence (AI) systems by health professionals is crucial to obtain a positive impact on the diagnosis pathway. We evaluated user satisfaction with an AI system for the automated detection of findings in chest x-rays, after five months of use at the Emergency Department. We collected quantitative and qualitative data to analyze the main aspects of user satisfaction, following the Technology Acceptance Model. We selected the intended users of the system as study participants: radiology residents and emergency physicians. We found that both groups of users shared a high satisfaction with the system's ease of use, while their perception of output quality (i.e., diagnostic performance) differed notably. The perceived usefulness of the application yielded positive evaluations, focusing on its utility to confirm that no findings were omitted, and also presenting distinct patterns across the two groups of users. Our results highlight the importance of clearly differentiating the intended users of AI applications in clinical workflows, to enable the design of specific modifications that better suit their particular needs. This study confirmed that measuring user acceptance and recognizing the perception that professionals have of the AI system after daily use can provide important insights for future implementations.

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There is little knowledge about occupants' satisfaction when diverse end users coexist in the same building. This paper presents the results of a survey administered to 1013 occupants in 43 academic buildings in Spain, with the aim to reveal the perception of the indoor environmental quality and workplace ergonomics of both lecturers and students. The results revealed that light adequacy, cleanliness and acoustics in classrooms are perceived differently by lecturers and students. Results also revealed no gender differences in satisfaction with all aspects of comfort in classrooms. However, in offices, air quality, thermal sensation in winter and adequacy of space were perceived differently by male and female. The findings will be of interest for tertiary building maintenance, design teams and ergonomists to enhance comfort in both groups of end users. Practitioner Summary: There are no reported studies on how groups of occupants (regular and temporary) perceive comfort in relevant aspects such as acoustics, lighting, space adequacy, cleanliness, and ergonomics. The survey results with 1013 occupants revealed that regular users tend to be less satisfied than temporary users in rooms where they cohabit. Abbreviations: POE: post-occupancy evaluation; HVAC: heating, ventilation and air conditioning; AQ: air quality; IEQ: indoor environmental quality; TS: thermal sensation.

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A assistência ao parto tem passado por muitas transformações. Sintetizadas em protocolos, essas transformações buscam humanizá-la. No entanto, é importante escutar parturientes para compreender se essas mudanças se concretizam na prática da assistência. Nesta pesquisa descritiva, avaliou-se a experiência de parto de parturientes em uma maternidade pública de Feira de Santana, na Bahia. Por meio de um questionário, foram consultadas cinquenta mulheres, entre novembro de 2019 e janeiro de 2020. Os dados foram analisados no SPSS, versão 22.0, mediante análises descritivas e inferenciais. Foram considerados os aspectos éticos de pesquisa com seres humanos, conforme o parecer nº 3.656.149. As participantes tinham entre 18 e 41 anos. Nesse grupo, 92% delas eram negras e 74% multíparas. Foi identificado que 94% das participantes se sentiram respeitadas, 88% com a privacidade resguardada e 84% se sentiram seguras. Constatou-se que 88% adotaram posições horizontais para o parto, 56% receberam ocitocina e 24% amamentaram no pós-parto imediato. As médias de satisfação foram altas em relação: à equipe de saúde (M = 9,74; DP = 0,69); ao espaço físico (M = 9,3; DP = 0,99); e à experiência de parto (M = 8,62; DP = 1,93). Características individuais e condutas adotadas pelos profissionais no parto foram fatores influentes para essa avaliação. Em comparação com outros atendimentos realizados em Feira de Santana e na Bahia, constatou-se uma experiência de satisfação acima da média. Experiências como essa sugerem um caminho em que a assistência abandone os procedimentos proscritos e incentive o protagonismo feminino por meio de comunicação efetiva e estimulação à escolha da posição de parto e ao aleitamento precoce.

Despite the many transformations undergone by childbirth care in an effort to humanize it, and which are summarized in protocols, we must to listen to pregnant women to understand if such changes are materialized in the care practice. Hence, this descriptive study evaluated the birth experience of pregnant women in a public maternity hospital in Feira de Santana, Bahia, Brazil. By means of a questionnaire, 50 women were interviewed between November 2019 and January 2020. Data were analyzed using SPSS version 22.0, by descriptive and inferential analysis. Ethical aspects of research with human beings was considered, according to opinion no. 3,656,149. Participants were between 18 and 41 years old. Of these, 92% were black and 74% were multiparous. A total of 94% of the participants felt respected, 88% felt their privacy was protected, and 84% felt safe. Results showed that 88% adopted horizontal positions for delivery, 56% received oxytocin, and 24% breastfed in the immediate postpartum period. Mean satisfaction scores were high for: the health care team (M = 9.74; SD = 0.69); the physical space (M = 9.3; SD = 0.99); and the birth experience (M = 8.62; SD = 1.93). Individual characteristics and behavior adopted by professionals during delivery influenced this assessment. Compared to other services provided in Feira de Santana and Bahia, user satisfaction was above average. Experiences such as this suggest a path where care abandons proscribed procedures and encourages female protagonism via effective communication and stimulation of choice of delivery position and early breastfeeding.

La atención al parto ha sufrido transformaciones. Y estos cambios sintetizados en protocolos tienen el objetivo de humanizarla. Por esto, es importante escuchar a las parturientas para comprender si estos cambios se materializan en la práctica asistencial. A partir de una investigación descriptiva, se evaluó la experiencia del parto de parturientas en una maternidad pública de Feira de Santana, en Bahía (Brasil). Desde un cuestionario se pudo consultar a cincuenta mujeres, entre noviembre de 2019 y enero de 2020. Los datos se analizaron con el programa SPSS versión 22.0, mediante análisis descriptivo e inferencial. Se consideró el aspecto ético en la investigación con seres humanos bajo el Parecer n.º 3.656.149. Las participantes tenían entre los 18 y los 41 años de edad. En este grupo, el 92% eran negras y el 74% multíparas. El 94% de ellas se sintió respetada, el 88% con privacidad resguardada y el 84% segura. Se encontró que el 88% adoptó posiciones horizontales para el parto, el 56% recibió oxitocina y el 24% amamantó en el posparto inmediato. Las medias de satisfacción fueron altas en relación al equipo de salud (M = 9,74; DE = 0,69), al espacio físico (M = 9,3; DE = 0,99) y a la experiencia del parto (M = 8,62; DE = 1,93). Las características individuales y el comportamiento adoptado por los profesionales durante el parto fueron los factores influyentes en esta evaluación. Se concluye que la experiencia de satisfacción con la atención estuvo por encima de la media en comparación con aquella realizada en Feira de Santana y otras ciudades de Bahía. Estas experiencias sugieren una atención que evite los procedimientos proscritos y fomente el protagonismo femenino a través de la comunicación efectiva y la estimulación de la elección de posición de parto y lactancia temprana.

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E-learning can play an important role in the solution to educate a large quota of the population in significant countries. Studies point out that cultural characteristics can influence e-learners' performance. Our main goal is to understand the e-learning success drivers in Brazil. Our research proposes a model that analyzes students' long-term orientation role in the Brazilian e-learning context. We collected 297 answers from a survey of higher education students in nine regions. Data were analyzed through a quantitative method. Results indicate that information and collaboration quality, and e-learner satisfaction explain e-learning systems usage. Our model indicates that students' long-term orientation influences the positive relationship between e-learning systems' use and the perceived net benefits. We also found that system and information quality, and e-learning systems' use are determinants of e-learning user satisfaction. Collaboration quality and information quality are determinants of e-learning systems usage. E-learning usage and user satisfaction explain overall e-learning net benefits, and long-term orientation has a moderating effect between e-learning use and net benefits.

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Resumo Este estudo objetivou identificar os preditores da satisfação dos idosos em relação à organização dos serviços e do cuidado na atenção básica à saúde. Delineamento seccional, entre 18.671 usuários da Atenção Básica do Sistema Único de Saúde. Foram coletadas informações sobre a satisfação com o cuidado, categorizada em satisfeito (percepção muito boa, boa e regular) e insatisfeito (ruim e muito ruim). As exposições pesquisadas incluíram: características da organização do serviço e do cuidado, a partir de dados secundários do 1º ciclo do PMAQ-AB. Foi utilizada regressão logística para obter os odds ratio (OR) e os respectivos intervalos de confiança (95%), ajustado por fatores sociodemográficos. A prevalência de satisfação foi de 87,0%. Os preditores associados (p<0,05) à satisfação, após análise por fatores que poderiam confundir os resultados, foram acesso à unidade de saúde, visita domiciliar e disponibilidade de medicamento - relacionados à organização dos serviços; e, realização de busca ativa, resolução do problema na unidade, assim como ao exame físico realizado e tempo da consulta - relacionados à organização do cuidado. Em síntese, as análises descrevem múltiplos preditores da organização do cuidado e dos serviços associados à satisfação dos idosos com os serviços da atenção básica.

Abstract The scope of this study was to identify the levels of satisfaction of the elderly regarding the organization of services in primary health care services. It involved a cross-sectional survey of 18,671 users of the Unified Health System. Information on satisfaction with care was collected, categorized as satisfied (very good, good and average perception) and dissatisfied (poor and very poor). The aspects researched included: characteristics of the organization of care and the secondary data from the 1st cycle of the Brazilian Program for Improving Access and Quality in Primary Health Care (PMAQ-AB). Logistic regression was used to obtain the odds ratio (OR) and confidence interval (CI95%), adjusted for sociodemographic factors. The prevalence of satisfaction was 87%. The aspects associated with satisfaction (p<0.05), after analysis of factors that could distort the results, were access to the health unit, home visit and availability of medication - related to the organization of services; and, performing an active search, solving the problem in the unit, as well as the physical examination and consultation time - related to the organization of care. The analyses describe multiple aspects of the organization of care and services associated with the satisfaction of the elderly with basic health care services.

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BACKGROUND: To evaluate the association between user experience and satisfaction with specialty consultations and surgical care at the Mexican Institute of Social Security (IMSS) secondary and tertiary level hospitals. METHODS: We conducted secondary data analysis of the cross-sectional 2017 IMSS National Satisfaction Survey. The dependent variables were user satisfaction with outpatient consultation and with surgery. The study's independent variables were user experience with these services. The Lancet Global Health Commission on High Quality Health Systems in the Sustainable Development Era framework was used to guide the analysis. For each dependent variable a double-weighted Poisson regression model with robust variance was performed and considered clustering of the observations within 111 secondary level and 25 tertiary level hospitals. RESULTS: The study included 6713 outpatient consultation users and 528 surgery users. 83% of users attending outpatient consultations and 86.6% of users who underwent inpatient surgery at IMSS hospitals were satisfied with the service received. The common patient negative experiences with specialty consultations and surgical care were long waiting time (40%) and lack of hospital cleanliness (20%). An additional concern was the lack of clinical examination during the consultation (25%). Shorter waiting times, health provider courtesy, good communication, clinical examination, and hospital cleanliness were associated with patient satisfaction with specialty consultations. Having the surgery without prior postponement(s) and without complications increased the probability of patient satisfaction. CONCLUSION: Patient satisfaction with hospital outpatient consultations and surgical care may be raised by focusing on improvement strategies to enhance positive patient experiences with care.

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Introducción: En la práctica clínica estomatológica, la prescripción de medicamentos es coadyuvante de los tratamientos operatorios; se caracteriza por ser puntual y en la mayoría de los casos de corta duración. En visitas realizadas a consultas de urgencias estomatológicas del municipio de Santiago de Cuba se observó que en las terapéuticas medicamentosas aplicadas prevalecían las prescripciones de dipirona, ibuprofeno y amoxicilina. Objetivo: Evaluar la calidad de la prescripción de medicamentos en consultas de urgencias estomatológicas. Métodos: Se realizó un estudio de utilización de medicamentos de prescripción-indicación, con elementos del esquema terapéutico y de los factores que condicionan los hábitos de prescripción, en 3 consultas de urgencias estomatológicas pertenecientes a unidades docentes y asistenciales del municipio de Santiago de Cuba, desde enero hasta diciembre del 2017. El universo estuvo constituido por 94 prescriptores y 282 usuarios de medicamentos. Se evaluaron las dimensiones estructura, proceso y resultado, para las cuales se establecieron criterios, indicadores y estándares. Resultados: Dicho estudio arrojó insuficientes conocimientos de los prescriptores en relación con los principales aspectos farmacológicos de los medicamentos prescritos, inadecuado desempeño durante la prescripción, insatisfacción de estos con el servicio que brindaban y de los usuarios con la atención recibida. Conclusiones: De manera general, la calidad de la prescripción de medicamentos en las consultas de urgencias estomatológicas se evaluó de inadecuada.

Introduction: The prescription of medications is adjuvant in the surgical treatments during the stomatological clinical practice, it is characterized to be punctual and in most of the cases of short duration. In visits carried out to the stomatological emergencies departments from Santiago de Cuba municipality, it was observed that in the therapeutic medications applied dipirone, ibuprofeno and amoxicilin prescriptions prevailed. Objective: To evaluate the quality of medications prescription in stomatological emergencies visits. Methods: A study for the use of prescription-indication medications, with elements of the therapeutic scheme and of the factors that condition the prescription habits was carried out in 3 stomatological emergency services belonging to teaching and assistance institutions in Santiago de Cuba municipality, from January to December, 2017. The universe was constituted by 94 prescriptors and 282 users of medications. Dimensions such as structure, process and result were evaluated, for which criteria, indicators and standards were established. Results: This study revealed scarce knowledge of the prescriptors regarding the main pharmacological aspects of the prescribed medications, inadequate performance during the prescription, dissatisfaction of them with the service that they provided and of the users regarding the received care. Conclusions: In a general way, the quality of the medications prescription in the stomatological emergency visits was evaluated as inadequate.

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Este estudo enfoca a satisfação dos usuários com a qualidade do atendimento na atenção primária à saúde integrada na rede pública de serviços da Unidade Local de Saúde de Castelo Branco, interior de Portugal. Foi realizado um estudo qualitativo envolvendo 50 usuários de dois agrupamentos de centros de saúde. A coleta de dados foi realizada por meio da entrevista não diretiva e as informações foram analisadas com recurso à análise de conteúdo. Os resultados mostram uma satisfação em relação à cobertura da população, aos profissionais de saúde e às instalações, ainda que com algumas críticas. No entanto, os usuários expressam insatisfação com o tempo de espera por marcação de consultas, o tempo de consulta e a fraca integração de serviços com o hospital. (AU)

This study focuses on satisfaction of users related to a satisfaction and quality in the primary health care of the public service, in Local Health Unit of Castelo Branco. A qualitative study was carried out involving 50 users of two health centers. A data was collected with interviews and the analysis of information with content analysis. The results show satisfaction with coverage, structures and human resources. However, users demonstrated dissatisfaction with waiting time for appointment marking, consultation time, and poor integration of services with the hospital. (AU)

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PURPOSE: To investigate the levels and factors that influence the abandonment of assistive products by users of a local reference rehabilitation center. METHODS: This observational study involved users who received services and assistive products provided by our center of rehabilitation. Users were identified using the records of the center and their responses about the abandonment were collected through face-to-face interviews. RESULTS: The abandonment level of assistive products was 19.38%. 83.5% of the users use at least one of the assistive products they have received. Rigid and folding frame wheelchairs, with and without postural support devices, as well as shower wheelchairs, presented the lowest abandonment levels, followed by canes and lower limb orthoses. Upper limb orthoses, Knee Ankle Foot Orthosis(KAFO), walkers, crutches and lower and upper limb prostheses all presented higher abandonment levels. CONCLUSION: The simultaneous use of mutiple assistive products, users perception on the importance of using them, and completing the rehabilitation treatment were found to impact on the short and long-term use of products. The study offers inputs to decision making and planning for assistive technology provision in developing countries with regard to expected demand and service delivery. Implications for Rehabilitation Data about the abandonment of assistive products in Sao Paulo, Brazil, could assist informing decision making on provision and servicing of these products in similar settings. The strong correlation found between abandonment levels and the simultaneous use of multiple devices should be taken into account by health professionals when prescribing assistive products and providing guidance to users. The need for follow up on the use of assistive products after discharge from rehabilitation treatment becomes strikingly clear, as data show that completing treatment is significantly relevant when evaluating abandonment levels. As assistive products users' perception about the importance of using these devices is shown to be significant in explaining abandonment, it is mandatory that health and rehabilitation professionals take it into account when providing guidance and training users.

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Se aborda la prestación del servicio desde un enfoque basado en la calidad, con la finalidad de conocer el grado de satisfacción de usuarios en programas recreativos, deportivos y de formación continua en un centro de extensión universitario. En perspectiva cuantitativa, empleó un estudio no experimental descriptivo, de corte transversal, que diseñó, validó y aplicó un cuestionario identificando la dimensión profesor como la de mayor valoración, y la de costo del servicio, sin ser negativa, como la más baja. En prospectiva, genera rutas para la calidad del servicio como tendencia y preocupación actual en organizaciones e instituciones de educación superior. Permite continuar indagaciones desde la mejora continua, el cambio y la planificación estratégica desde dimensiones como: curso, profesor, instalaciones, inscripciones y matrículas, comunicación y costo. Brinda a directivos la posibilidad de reconocer sus habilidades en la toma de decisiones basada en evidencias científicas.

The provision of the service is approached from a quality-based approach, in order to know the degree of satisfaction of users in recreational, sports and continuing education programs in a university extension center. In quantitative perspective, it used a non-experimental, descriptive, cross-sectional study that designed, validated and applied a questionnaire identifying the teacher dimension as the highest value and the cost of service, without being negative, the lowest. In prospective, it generates routes for quality of service as a trend and current concern in higher education organizations and institutions. It allows to continue inquiries from continuous improvement, change and strategic planning from dimensions such as: course, teacher, facilities, registration, communication and cost. Provides managers with the possibility of recognizing their decision-making skills based on scientific evidence.

A prestação do serviço é abordada a partir de uma abordagem de qualidade, a fim de conhecer o grau de satisfação dos usuários em programas recreativos, esportivos e de educação continuada em um centro de extensão universitária. No ponto de vista quantitativo, é usado um descritivo, em corte transversal, que concebida, validado e aplicado um questionário identificando a dimensão professor quanto maior valorização e custo do serviço, sem ser negativo, o menor não experimental. Em perspectiva, gera rotas de qualidade de serviço como tendência e atual preocupação em organizações e instituições de ensino superior. Permite continuar as investigações de melhoria contínua, mudança e planejamento estratégico a partir de dimensões como: curso, professor, instalações, inscrição, comunicação e custo. Fornece aos gerentes a possibilidade de reconhecer suas habilidades de tomada de decisão com base em evidências científicas.

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ResumenEl objetivo de este manuscrito es identificar los factores mal evaluados en encuestas de satisfacción usuaria aplicadas a poblaciones atendidas en centros de atención primaria en Latinoamérica. La metodología consistió en una revisión de literatura. La búsqueda bibliográfica se realizó en las bases de datos LILACS, SCIELO, REDALYC, CUIDEN, REDIB, DIALNET, PUBLINDEX y EBSCO. Inicialmente, se obtuvo 21 estudios de los cuales se seleccionó ocho de acuerdo con criterios de inclusión. El resultado principal estriba en que entre los factores mal evaluados figuran acceso a la atención, puntualidad de la atención, tiempos de espera, demora en los trámites previos a la atención, suficiencia del personal, la entrega de medicamentos gratuitos, entrega de la información sobre derechos y deberes, resolución del problema de salud, ajuste del horario a las necesidades de los usuarios, infraestructura, ambientes y comodidad y, finalmente, las indicaciones claras de la receta. Se concluye que es indiscutible la importancia de medir la satisfacción usuaria, más en atención primaria, debido a que es la puerta de entrada al contexto sanitario. Identificar factores mal evaluados por medio de encuestas, permite orientar intervenciones respecto de lo que se quiere mejorar, así como satisfacer las expectativas del paciente y mejorar la calidad de la atención.

AbstractThe aim of this manuscript is to identify poorly evaluated factors in user satisfaction surveys applied to populations in primary care centers in Latin America. The methodology consists of a literature review. The bibliographic search was done in the databases LILACS, SCIELO, REDALYC, CUIDEN, REDIB, DIALNET, PUBLINDEX and EBSCO. Initially, 21 studies were obtained, of which eight were selected according to the inclusion criteria. The main outcome is that the main poorly evaluated factors are the following: access to care, timeliness of care, waiting time, pre-service procedure delay, staff adequacy, delivery of free medication, information on legal rights and duties, health problem resolution, adjustment of the schedule to the needs of the users, infrastructure, environment and comfort and, finally, the clear indications of the prescription. It is concluded that the importance of measuring user satisfaction, especially in primary care, is indisputable because it is the gateway to the health context. Identifying factors that are poorly evaluated in surveys, allows for interventions to be guided by needs improvement, as well as to satisfy the patient's expectations and to improve the quality of care.

ResumoO objetivo do manuscrito é identificar que foram fatores mal avaliado em pesquisas de satisfação do usuário aplicadas a populações atendidas em centros de cuidados primários na América Latina. A metodologia consistiu em uma revisão da literatura. A pesquisa bibliográfica foi realizada nas bases de dados Lilacs, Scielo, RedALyC, CUIDEN, REDIB, DialNet, Publindex e EBSCO. Inicialmente, 21 estudos foram obtidos, dos quais foram selecionados oito de acordo com critérios de inclusão. O principal resultado é que o acesso aos cuidados, a oportunidade de tratamentos, tempos de espera, atraso nos procedimentos de pré-atendimento, adequação do pessoal, fornecimento de medicamentos gratuitos, a entrega dos direitos e deveres de informação, a resolução do problema de saúde, o ajuste da programação para o necessidades dos usuários, infra-estrutura, ambientes e conforto e, finalmente, as indicações claras da prescrição. Conclui-se que a importância de medir a satisfação do usuário, mais em cuidados de saúde primários, é indiscutível Porque o gateway é o contexto da saúde. Que os fatores de Identificação são mal avaliado através de inquéritos, para ser guiado intervenções Permite sobre o que é desejado para ser melhorada, bem como para satisfazer as expectativas do paciente e melhorar a qualidade do atendimento.

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Este estudo focaliza a satisfação do usuário relacionada à qualidade do cuidado na atenção primária da rede pública de serviços, no município de Fortaleza, Nordeste do Brasil. Realizamos um estudo qualitativo envolvendo 43 usuários de unidades de saúde distribuídas pelo município. A técnica utilizada foi a entrevista não diretiva, associada à observação livre registrada em diário de campo. O material discursivo foi analisado sob a vertente hermenêutico-crítica. Os resultados evidenciam a satisfação referente à expansão da cobertura, melhorando o acesso, ainda que persistam desafios. Contudo, os usuários demonstraram: insatisfação no tocante à falta de especialistas; barreiras de acesso a especialidades, e pouca integração entre serviços. Destacaram-se relatos que acentuam a importância da dimensão relacional, notadamente, o acolhimento, com relatos que se polarizam. Reafirma-se a relevância do enfoque qualitativo em estudos sobre a satisfação dos usuários, nas avaliações em saúde.(AU)

This study deals with user's satisfaction related to quality in primary health care in the context of public services in the city of Fortaleza, Northeast Brazil. It was conducted a qualitative study involving 43 users of health facilities located in this municipality. The research technique used was the non-directive interview, associated to free observations registered on field diary. The discursive material was analyzed from the hermeneutic-critical approach. The results highlight the satisfaction regarding the expansion of the coverage, resulting in improving access. However, several challenges persist, like as dissatisfaction with lack of specialists; barriers of access to specialties and poor integration between services. This study reiterates the importance of the relational dimension in health care and ilustrates the relevance of qualitative approach in studies about user's satisfaction, in the health evaluation field.(AU)

Ese estudio se centra en la satisfacción del usuario respecto a la atención primaria en la red publica de servicios, de Fortaleza, Nordeste del Brasil. Efectuamos un estudio cualitativo con 43 usuarios de unidades de salud distribuidas en la ciudad. La técnica utilizada fue la entrevista no directiva, asociada a la observación libre, registrada en diario de campo. El material discursivo fue analizado bajo la vertiente hermenéutico-crítica. Los resultados evidencian satisfacción referente a la expansión de la cobertura y del acceso, aunque siguen habiendo desafíos. Los usuarios demonstraron insatisfacción con la falta de especialistas; barreras de acceso a las especialidades y poca integración entre servicios. Se destacan los relatos que acentúan la importancia de la dimensión relacional, especialmente la acogida. Se reafirma la relevancia del enfoque cualitativo en estudios sobre satisfacción de los usuarios, en las evaluaciones en salud.(AU)

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