User satisfaction with primary health care by region in Brazil: 1 st cycle of external evaluation from PMAQ-AB

Résumé 0

"The National Program for Access and Quality Improvement in Primary Care (Pro - grama Nacional de Melhoria do Acesso e da Qualidade da Atenção Básica, PMAQ-AB) aimed to improve healthcare public service quality and satisfaction of health service users. This study’s objective was to identify the main factors influ - encing user satisfaction with primary care (PC) services by region in Brazil. Using secondary data from the 1st Cycle of PMAQ-AB, logistic regres - sion models were developed by region, with user satisfaction as the dependent variable, as defined by cluster analysis. Based on the obtained models, the health unit’s ability to solve users’ problems and feeling respected by the health providers were the most important factors for user satisfaction in all regions in Brazil. However, other import - ant factors by region included the following: the health unit’s hours of operation meeting the user’s needs (Northeast); providers asking about family members (North); providers asking about other health needs (Midwest); users being seen without an appointment (South); and users asking ques - tions after the appointment (Southeast). In con - clusion, the factors influencing user satisfaction with PC vary according to region and are main - ly associated with access quality, meeting users’ needs, and work process organization."