A satisfação dos usuários das unidades básicas de saúde do município de Santo Augusto - RS

Abstract

The quality of care offered by the Health Department of the Municipality of Santo Augusto and the satisfaction of citizens regarding this service constitutes is the subject matter of this research, which discusses the matter through two approaches: the first, with conceptual approach; the second, focusing on field research, where users of the municipality services answered a questionnaire in order to know their perceptions about quality of care, always bearing in mind the purpose of diagnosing problems and propose solutions to achieve service excellence in attendance. The development of this work is justified from the awareness that it is unacceptable the case a citizen leave public environment with a sense of dissatisfaction caused by a bad service, or the inefficiency in solving a demand. The results revealed that the users of the services offered by the Health Department of the Municipality of Santo Augusto are satisfied with the quality of services, with 77 % of those surveyed users consider that their level of satisfaction is good or excellent, 17, 8% regular and 5.2% poor or very poor, a result which shows that although the service is meeting the needs of users , there is still room to improve it in order to achieve excellence.