Services on Demand
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Revista de Saúde Pública
On-line version ISSN 1518-8787Print version ISSN 0034-8910
KANTORSKI, Luciane Prado et al. User satisfaction with psychosocial healthcare services, Southern Brazil. Rev. Saúde Pública [online]. 2009, vol.43, suppl.1, pp.29-35. ISSN 1518-8787.
OBJECTIVE: To evaluate user satisfaction with psychosocial healthcare services. METHODS: Qualitative and quantitative study conducted in psychosocial healthcare services in the states of Paraná, Santa Catarina and Rio Grande do Sul, Southern Brazil, in 2006. The study combined quantitative and qualitative methods. Quantitative epidemiological data from a cross-sectional study including 1,162 users of 30 psychosocial healthcare services was used. The instrument used to evaluate users' satisfaction was the Brazilian version of the WHO Users' Satisfaction Scale (SATIS-BR), a 1 to 5-point scale. Qualitative data was collected from five case studies using a fourth generation approach. Information was obtained from field observations and interviews (between ten and 13 users in each field, totaling 57 users) and presented to users in validation and negotiation workshops. RESULTS: The SATIS-BR scale showed that users positively evaluated all items, overall mean 4.4 (SD=0.4). Communication and relationship with psychosocial healthcare services staff had mean 4.5 (SD=0.5), and access to information through staff had mean 4.8. Satisfaction with care service was the lowest, mean 4.1, and general service infrastructure had mean 3.9. The qualitative study revealed that, according to users, the quality of treatment provided was good and the outcome was satisfactory. Their new status, better access to services, ending of their physical and social isolation, response to their demands and helping them reorganize their lives - all contributed to users' satisfaction. CONCLUSIONS: The complementary results of both study approaches showed that users are satisfied with care provided at the psychosocial healthcare services studied.
Keywords : Mental Health Services; Patient Satisfaction; Health Services Evaluation; Case Studies; Cross-Sectional Studies.