Avaliação da satisfação com o atendimento ambulatorial em uma liga de hipertensão na perspectiva da aceitabilidade do usuário

Abstract

INTRODUCTION: Hypertension (SAH) is a major public health problem because it is a risk factor modifiable for cardiovascular diseases (CVD). User satisfaction is believed to affect adherence to treatment, which is an important aspect. Satisfaction assessment allows understanding user expectations regarding the care and treatment provided. However, few scientific works have been published focusing on the satisfaction of hypertension treatment users. OBJECTIVE: This study aimed to assess the acceptability of the service provided to hypertensive patients at the outpatient clinic of the Hypertension Division of Nephrology Service of the Medicine College of the Universidade Federal de Juiz de Fora. METHODS: This exploratory-descriptive study focused on a quantitative-qualitative approach, and analyzed 80 hypertensive patients of the Hypertension League. A semi-structured interview was used and the following analytical dimensions were assessed: infrastructure, accessibility, relationship between users and health care staff and problem solving ability. The quantitative data analysis was performed using the SAEG software system, while the qualitative data were analyzed through content analysis, according to the focus of this research work. In this study, satisfaction was used as a synonym of acceptability. RESULTS: User satisfaction can be observed mainly in the dimension relationship between users and the health team, in both analyses. The dimension infrastructure showed slight dissatisfaction in to the analyses. Geographical accessibility generated most dissatisfaction, also in both analyses. As for organization accessibility, the nucleus time of waiting presented a split sample for satisfaction and dissatisfaction. However, the qualitative analysis showed user dissatisfaction with this aspect. The dimension problem-solving ability was analyzed only through the qualitative approach, and showed high rate of user satisfaction. CONCLUSION: The analysis of user satisfaction based on the selected dimensions identified strengths in care, including humanized care, ambience and problem solving ability. It was also possible to identify some weak aspects in care, such as geographical accessibility and organizational accessibility. Some dimensions suggest slight dissatisfaction, but it did not affect final satisfaction. Users demonstrated high acceptability of the service provided.