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Abstract(s)
Na atualidade os desafios colocados ao setor da saúde fazem com que seja importante, por um lado, que cada instituição de saúde conheça o que de si é esperado, para contribuir para a garantia da prestação de cuidados de saúde nas melhores condições de acesso, qualidade e segurança dos seus utentes. Por outro lado, há que ter em conta que as grandes mudanças que tem havido no Sistema Nacional de Saúde, com o objetivo de o tornar mais eficaz com um menor gasto económico, esquecem por vezes a importância da qualidade e da satisfação dos utentes.
Neste contexto, a presente dissertação de mestrado tem como objetivo geral averiguar quais os motivos que levam os cidadãos da cidade da Guarda a recorrer aos serviços de saúde e qual a sua satisfação face aos mesmos. Para isso foi efetuado um inquérito por questionário, tendo sido recolhidos 98 questionários de utentes dos Cuidados de Saúde Primários, a partir da utilização da técnica de amostragem não-probabilística bola-de-neve. Os inquiridos são maioritariamente mulheres casadas e com formação Superior. O tipo de estudo seguido foi o descritivo, comparativo, transversal, quantitativo.
Os principais resultados demonstraram que apenas as variáveis género e situação profissional interferiram na satisfação dos participantes face à organização geral dos serviços e atendimento prestado pela USF e UCSP. Na globalidade, os utentes, participantes na presente investigação, revelaram-se satisfeitos em relação à organização geral dos serviços e atendimento prestado pela USF e UCSP. Quanto aos motivos que levaram os inquiridos a deslocar-se aos Cuidados de Saúde Primários, foram essencialmente: ir a consultas, situações de urgência, e tratamentos. Com menor representatividade, surgem os pedidos de exames médicos, de receitas e de atestados médicos. Neste estudo a maioria dos inquiridos não está isenta de taxa moderadora e considera que há compatibilidade dos custos, como a taxa moderadora, e o orçamento familiar.
These days, the challenges placed on health care make it important that each health care institution is aware of its functions and knows what is expected of it, to ensure the best health care, quality and security to all its clients (patients). On the other side, is necessary to realize the great changes that occurred on the national health system with the purpose of making it more effective with less economic expenses, not considering the importance of the quality of the care and the client’s satisfaction. This paper was written with the general purpose to understand the reasons that takes the citizens of Guarda to appeal to the health care institutions and which is their satisfaction level towards that care. To collect the data, it was used a survey. It was used a non-probabilistic sample that included 98 Guarda's citizens that attended the primary health care services. The sample was mainly constituted by married women with high degree of education. It's a quantitative, transversal, descriptive and comparative study. The results show that only the variables "gender" and "professional situation" intervened on the clients satisfaction towards the general organization and response given by the USF (familiar health care unit) and UCSP (personalized health care unit). Globally, the clients are satisfied with the heath care provided. The reasons that took then to go to the primary health services are: "regular appointments", "emergency care", "treatments". With less importance we found: request of medical exams, prescriptions and medical certificates. It was concluded that most of the survey's participants were not isent of moderating fees and more than half of then agree that exist compatibility between the amount of fee and the familiar budget.
These days, the challenges placed on health care make it important that each health care institution is aware of its functions and knows what is expected of it, to ensure the best health care, quality and security to all its clients (patients). On the other side, is necessary to realize the great changes that occurred on the national health system with the purpose of making it more effective with less economic expenses, not considering the importance of the quality of the care and the client’s satisfaction. This paper was written with the general purpose to understand the reasons that takes the citizens of Guarda to appeal to the health care institutions and which is their satisfaction level towards that care. To collect the data, it was used a survey. It was used a non-probabilistic sample that included 98 Guarda's citizens that attended the primary health care services. The sample was mainly constituted by married women with high degree of education. It's a quantitative, transversal, descriptive and comparative study. The results show that only the variables "gender" and "professional situation" intervened on the clients satisfaction towards the general organization and response given by the USF (familiar health care unit) and UCSP (personalized health care unit). Globally, the clients are satisfied with the heath care provided. The reasons that took then to go to the primary health services are: "regular appointments", "emergency care", "treatments". With less importance we found: request of medical exams, prescriptions and medical certificates. It was concluded that most of the survey's participants were not isent of moderating fees and more than half of then agree that exist compatibility between the amount of fee and the familiar budget.
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Keywords
Cuidados de Saúde Primários Motivos Satisfação Utentes