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

摘要

The National Program for Access and Quality Improvement in Primary Care (Programa Nacional de Melhoria do Acesso e da Qualidade da Aten?§?￡o B??sica, PMAQ-AB) aimed to improve healthcare public service quality and satisfaction of health service users. This studya??s objective was to identify the main factors influencing user satisfaction with primary care (PC) services by region in Brazil. Using secondary data from the 1st Cycle of PMAQ-AB, logistic regression models were developed by region, with user satisfaction as the dependent variable, as defined by cluster analysis. Based on the obtained models, the health unita??s ability to solve usersa?? problems and feeling respected by the health providers were the most important factors for user satisfaction in all regions in Brazil. However, other important factors by region included the following: the health unita??s hours of operation meeting the usera??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 questions after the appointment (Southeast). In conclusion, the factors influencing user satisfaction with PC vary according to region and are mainly associated with access quality, meeting usersa?? needs, and work process organization.