Evaluation of the satisfaction level of users of the public health service: the case of a health center in the microregion of Cajazeiras-PB

Abstract

The administrative reform inserted the managerial model in the Public Administration, seeking to give efficiency to public services, for it brought concepts, practices and innovations from the private sector to the public, focusing public services on the main targets: citizen-user. In the case of health, services are carried out through social and economic policies through the Unified Health System (SUS), which seeks to improve the quality of life of society and focuses its actions on the universality of care for the citizen users. In this way, the objective of the article is to evaluate the level of satisfaction of the public health service user provided by a health center that integrates the SUS network in the Cajazeiras Microregion. The research is characterized as a quantitative-qualitative research, with descriptive, exploratory, field and case study. The survey was used in the application of the questionnaire as a data collection instrument. The subjects of the research were the users of the health center, whose sample was characterized as non-probabilistic and for convenience. Understanding, in the end, that user satisfaction corroborates the literature, which understands that satisfaction is directly linked to the expectations created by users, and the degree of satisfaction will depend on how expectations were met, and in the case in loco does not differ.