Client satisfaction from the perspective of responsiveness: strategy for analysis of universal systems?

Authors

  • Silvana Martins Mishima Universidade de São Paulo; Escola de Enfermagem de Ribeirão Preto
  • Ana Carolina Campos Universidade de São Paulo; Escola de Enfermagem de Ribeirão Preto
  • Silvia Matumoto Universidade de São Paulo; Escola de Enfermagem de Ribeirão Preto
  • Cinira Magali Fortuna Universidade de São Paulo; Escola de Enfermagem de Ribeirão Preto

DOI:

https://doi.org/10.1590/1518-8345.1089.2674

Abstract

Objective: to analyze patient satisfaction in a Family Health Unit (FHU) of a municipality in the interior of São Paulo, Brazil, from the perspective of responsiveness. Method: this was a qualitative study with 41 patients of families who used the FHU at least once in the last six months. A semi-structured interview was used for data collection, performed from November of 2010 to January of 2011, focusing on the dimensions of responsiveness: dignity, autonomy, facilities and physical environment, immediate attention, choice, confidentiality, and communication. A thematic analysis was conducted. Results: four themes emerged from the analysis: the health unit environment; access and components of accessibility - favoring the responsiveness?; possibilities of developing a patient - health service staff relationship; and the FHU team - processing care and welcoming. Conclusion: responsiveness allows for the tracking and monitoring of non-medical aspects of care of the patients; it contributes to achieving universal coverage, emphasizing the quality of care.

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Published

2016-01-01

Issue

Vol. 24 (2016)

Section

Original Articles

License

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Including names of authors whose contribution does not fit into the above criteria cannot be justified. Those names can be included in the Acknowledgements section.
 Authors are fully responsible for the concepts disseminated in their manuscripts, which do not necessarily reflect the editors’ and editorial board’s opinion.

 

How to Cite

Client satisfaction from the perspective of responsiveness: strategy for analysis of universal systems? . (2016). Revista Latino-Americana De Enfermagem, 24, e2674-. https://doi.org/10.1590/1518-8345.1089.2674