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Ciência & Saúde Coletiva

On-line version ISSN 1678-4561Print version ISSN 1413-8123


HOLLANDA, Eliane et al. User satisfaction and responsiveness in the healthcare services at Fundação Oswaldo Cruz. Ciênc. saúde coletiva [online]. 2012, vol.17, n.12, pp.3343-3352. ISSN 1678-4561.

The paper discusses the results of research into user satisfaction in three healthcare facilities at Oswaldo Cruz Foundation in Rio de Janeiro. The analysis is based on the concepts of user satisfaction and responsiveness. Perceptions and opinions of outpatients from Instituto de Pesquisa Evandro Chagas, Instituto Fernandes Figueira and Centro de Saúde Escola Germano Sinval Faria were investigated. Intention samples were drawn for each institution and a total of 1.339 valid questionnaires were obtained. The study found that patients are satisfied with healthcare at Fiocruz, especially with health professionals. Nevertheless, restroom hygiene and privacy during consultations were less well evaluated. The improvement of these aspects depends not only on financial and technological investments but on changes in organizational culture. The first part of the paper discusses the literature on user satisfaction and responsiveness, with the definition of the categories that guided the study. The methodology is then presented as well as the four health services dimensions assessed - dignity, agility, facilities and communication - and the results are analyzed.

Keywords : User satisfaction; Responsiveness; Evaluation; Out-patient clinics; Survey.

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